Housing | IT Support Engineer

Job Title: L1 Support Specialist
Location: Ahmedabad, India
Company: ZURU Tech
Website: www.zurutech.com

About Us:
Zuru Tech is digitalizing the construction process of buildings all around the world. We have a multi-national team developing the world's first digital building fabrication platform, you design, we build it!

Job Summary:
We are seeking a proactive L1 Support Specialist to join our India IT Service Center. This role delivers remote first-line technical support to ZURU's international offices across Europe, the US, Canada, NZ, and China, while also assisting India-based teams as needed, ensuring seamless global IT service delivery.

Experience: 1–2 Years Experience

Key Responsibilities:
📌 Provide remote L1 technical support to international offices — account management, software troubleshooting, hardware support, network access issues, and basic cloud tool support.
📌 Log and update all requests/incidents in the service desk system (e.g., ZOHO SDP), ensuring compliance with global ITSC ticketing standards.
📌 Triage tickets by priority per SLA guidelines, resolve common issues independently, and escalate complex cases to L2 teams (China HQ) with clear diagnostics.
📌 Follow standardized global ITSC processes for incident management, problem logging, and change request coordination, while complying with security policies.
📌 Coordinate with the India ITSC Lead and night shift colleagues for 24/7 international coverage, and support L2 teams with remote diagnostics.
📌 Provide on-site/remote local support to India-based teams — office infrastructure setup, new hire equipment configuration, basic software training.
Qualifications:
✔ 1–2 years of experience in IT support, preferably in a global/remote service environment.
✔ Familiarity with Windows/macOS and Microsoft 365, along with remote support tools (RDP, log collection, device monitoring).
✔ Basic understanding of network concepts (VPN, IP addressing, DNS) and cloud services.
✔ Strong verbal and written English skills to support international users effectively.
✔ Ability to follow standardized workflows and document processes accurately.
✔ Flexibility to work in shifts aligned with international time zones (including night shifts for US coverage).

Preferred Qualifications:
✔ Familiarity with ITIL basics (incident management, SLAs).
✔ Experience using service desk tools (e.g., ZOHO SDP).

What do we offer?

💰 Competitive compensation 🚑 Medical Insurance for self & family 🚩 Training & skill development programs 🤘🏼 Work with the Global team, make the most of the diverse knowledge

A lot more! Come and discover us!