Associate - TAC

We seek TAC Associates to join our WTC office in Pune, India. TAC Associates handle 1st level support on calls/emails/chats from ZS offices worldwide in a user environment consisting of PC/MAC running the standard suite of business applications.

• Troubleshooting IT-related issues for a user population of ZS employees and clients using ZS proprietary software via telephone and remote access.
• Provide L1 Technical Support for the Windows/MAC machines, printer ZS proprietary software.
• Diagnose and resolve technical issues related to operating systems, applications, and hardware
• Familiarity with basic networking concepts and protocols.
• Common query topics include - VPN, Outlook (and other O365 Apps and Services), Active Directory and Exchange, Network Connectivity, Software Installation (using SCCM and Privilege Management), File Server and File Share access, FTP, Application specific issues, Intune Support & Management etc.
• Handling administrative tasks such as tracking TAC calls/chats, timely follow up of all assigned tickets in your bin until closure, re-assigning tickets to the relevant L2 teams and following up via emails as required, assisting with organizational efforts, maintaining chargebacks for licensed software etc
• Additional TAC projects/tasks as assigned based on performance.

• Strong oral and written communication skills
• Ability to approach problem-solving methodically and analytically
• Bachelor's degree required, Master's degree desirable
• 1-2 years of relevant experience in Customer Support, or preferably IT Helpdesk / Service Desk
• Strong customer service orientation
• Professional appearance and demeanor, with ability to exercise good judgment and discretion
• Ability to work varied hours, enabling support in a 24/7 environment
• A+ certification or Microsoft Certified Systems Administrator (desirable, not mandatory)
• Experience with Service Now tool (desirable, not mandatory)
• Certification in ITIL or similar framework .