About Us ZURU Tech is digitalizing global construction by developing the world s first digital building fabrication platform ZURU Home empowering anyone to design and manufacture buildings with complete freedom Join our multinational team to help shape the future of construction technology We are looking for an IT Support Engineer to join our IT Service Center In this role you will be an essential part of our global IT support team providing remote L1 technical assistance to ZURU offices across Europe the US Canada NZ and China You ll also support our India-based teams whenever needed You will handle routine IT issues follow standardized ITSC processes and ensure smooth day-to-day operations For more complex technical challenges you ll collaborate closely with our L2 L3 teams especially the China HQ team We re looking for someone with strong communication skills solid technical aptitude and the ability to work seamlessly across time zones to deliver exceptional IT support What are you Going to do Remote IT Support for International Offices Provide first-line technical support to users in Europe the US Canada NZ and China via service desk systems email or phone addressing issues such as Identity and access management password resets access provisioning deactivation identity issues Software troubleshooting application errors installation updates license issues Hardware support desktop laptop malfunctions peripheral connectivity remote diagnosis via logs tools Network access problems VPN setup Wi-Fi connectivity remote desktop issues Basic cloud tool support O365 email configuration file sharing video conferencing tools Tickets Triage Escalation Familiarity with ITIL basics incident management SLAs and experience using service desk tools e g ZOHO SDP is preferred Log all requests incidents in the service desk system e g ZOHO SDP ensuring compliance with global ITSC ticketing standards in case of receiving requests through email phone calls IM Classify tickets by priority based on SLA guidelines and resolve common issues independently using the ITSC knowledge base troubleshooting guides workarounds Escalate unresolved or complex tickets to L2L3 support teams e g China HQ for Infrastructure security matters with transparent documentation of diagnostics and user details Follow up on escalated tickets to ensure timely resolution and update users on progress Adherence to Global Processes Standards Apply standardized L1 support processes defined by the global ITSC in collaboration with China HQ including incident management problem logging and change request coordination Comply with security policies e g data encryption VPN protocols access controls to protect user data and system integrity across international regions Contribute to the ITSC knowledge base by documenting new solutions common issues and user feedback for continuous improvement Collaboration with Cross-Regional Teams Coordinate with the India ITSC Lead and night shift L1 colleagues to ensure 24x7 coverage for international offices aligning with US Europe NZ time zones Collaborate closely with L2 teams especially China HQ for escalations and knowledge sharing Assist L2 L3 teams in remote diagnostics by collecting logs running basic tests or guiding users through troubleshooting steps Participate in global IT projects e g system upgrades new tool rollouts by supporting user onboarding and addressing post-deployment issues What are we Looking for 1-3 years of experience in IT support preferably in a global remote service environment Installation configuration and administration of Windows 10 11 macOS Troubleshooting OS performance boot update and driver issues Familiarity with common business software s and communication tools VPN AV endpoint agent RDP etc Office 365 M365 administrator Exchange Online Outlook SharePoint OneDrive Teams User profile management local roaming data migration and backup Windows Defender Endpoint security configuration Application installation patching and compatibility support Printer network and peripheral setup and troubleshooting Remote support using RDP Quick Assist or third-party tools Basic knowledge of Active Directory administration users groups OUs GPOs DNS and DHCP Basic understanding of network concepts Intune Endpoint Manager device compliance and policy deployment Key Competencies Problem-Solving Ability to diagnose and resolve routine issues independently using available resources knowledge base checklists Communication Collaboration Strong verbal and written English skills to interact effectively with international users APAC Europe US etc Ability to explain technical solutions clearly to non-technical users across diverse time zones Regular virtual meetings with global IT teams to align on processes and share updates Customer first Commitment to delivering timely empathetic support to ensure user satisfaction across global offices Detail-Oriented Precision in logging tickets documenting diagnostics and following escalation protocols Adaptability Comfort working with diverse technologies and adjusting to evolving tools processes in a global IT environment Flexibility Flexible to work in 24x7 shifts aligned with international time zones e g night shifts for US coverage as required What do we Offer Competitive compensation 5 Working Days with Flexible Working Hours Medical Insurance for self family Training skill development programs Work with the Global team Make the most of the diverse knowledge Several discussions over Multiple Pizza Parties A lot more Come and discover us We may use artificial intelligence AI tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses These tools assist our recruitment team but do not replace human judgment Final hiring decisions are ultimately made by humans If you would like more information about how your data is processed please contact us

📌 It Support Engineer – India It Service Center (Gujarat)
🏢 ZURU
📍 Gujarat