Zoo Media is looking for a proactive, technically sound, and detail-oriented IT Support Executive to join our Technology team at our Worli office in Mumbai.
The role will involve providing first-level IT support to employees, troubleshooting hardware and software issues, managing devices and user accounts, and ensuring the smooth functioning of office technology. The ideal candidate should be comfortable resolving day-to-day technical issues, maintaining accurate records, and escalating complex problems when required.
Key Responsibilities:
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Troubleshoot and resolve hardware and software issues across Windows and macOS laptops, desktops, and peripherals.
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Set up laptops and devices for new joiners and prepare devices for reassignment when employees leave.
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Install, update, and manage approved software and ensure devices are regularly patched.
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Enrol devices in the organisation’s device management platform and maintain accurate records.
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Provide Level 1 support for Google Workspace, including password resets, account unlocks, user onboarding, offboarding, and access management.
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Assist employees with Gmail, Google Drive, Calendar, and Google Meet issues.
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Manage groups, shared drives, and calendar resources as required.
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Troubleshoot basic Wi-Fi, LAN, and internet connectivity issues.
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Coordinate with internet service providers and external vendors to resolve connectivity and equipment issues.
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Maintain an accurate IT asset register, including device details, serial numbers, assigned users, and warranty information.
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Log, prioritise, track, and close support requests in the ticketing system, ensuring proper documentation.
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Create and update simple troubleshooting guides for recurring technical issues.
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Coordinate with HR to ensure new joiners have working laptops, accounts, and system access on their first day.
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Support employee offboarding by ensuring devices are recovered, wiped, and prepared for reassignment.
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Escalate issues beyond Level 1 support to the central Technology team with clear diagnostic information.
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Assist with printers, monitors, conference room AV equipment, and other shared office technology.
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Support the Technology team with additional IT and operational requirements as needed.
Requirements:
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1–2 years of relevant experience in IT support, desktop support, IT helpdesk, or end-user support.
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Hands-on experience troubleshooting Windows 10/11 and macOS, including operating system reinstalls and user profile issues.
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Working knowledge of Google Workspace administration or experience with an equivalent platform such as Microsoft 365.
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Basic understanding of networking concepts, including IP addressing, DHCP, DNS, Wi-Fi, and LAN connectivity.
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Familiarity with computer hardware, including RAM, SSDs, chargers, docking stations, and displays.
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Strong troubleshooting and problem-solving skills, with the ability to resolve technical issues independently.
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Good written and verbal communication skills, with the ability to explain technical issues clearly to non-technical employees.
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Strong organisational skills and attention to detail, particularly in maintaining tickets, device records, and documentation.
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Ability to prioritise requests, manage multiple issues, and escalate problems appropriately.
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A proactive approach with a willingness to learn and take ownership of responsibilities.
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Diploma or graduate degree in IT, Computer Science, or a related field, or equivalent practical experience.
