Job Description for L1 Support Specialist – India IT Service Center

Position Summary

As an L1 Support Specialist in the India IT Service Center, you will be a key member of

the global IT support team, primarily delivering remote L1 technical support to ZURU’s

international offices, including Europe, the US, Canada, NZ, and China, while also

assisting with local support for India-based teams as needed. You will resolve routine IT

issues, follow standardized processes aligned with global ITSC frameworks, and escalate

complex problems to L2 teams (particularly China HQ) when required. This role

demands strong communication skills, technical aptitude, and the ability to collaborate

across time zones to ensure seamless IT service delivery.

Key Responsibilities
- Remote L1 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
- Account management (password resets, access

provisioning/deactivation).




- 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 (email configuration, file sharing, video

conferencing tools).
- 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
- Keep tickets updated with detailed notes
- Tickets Triage & Escalation
- 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 L2 support teams (e.g., China

HQ for infrastructure/security matters) with explicit documentation

📌 Housing | IT Support Engineer (Ahmedabad)
🏢 ZURU
📍 Ahmedabad