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. What you'll do Troubleshoot 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 Windows/MAC machines, printers, and 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 Handle 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. Work on additional TAC projects/tasks as assigned based on performance. What you'll bring 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 the 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.