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Job Overview
Location
India
Job Type
Full-time
Category
Product Management
Date Posted
November 30, 2025
Full Job Description
đź“‹ Description
- • Be the first friendly face of IT for 500+ users across Europe, the US, Canada, New Zealand and China. From your desk in Ahmedabad you will deliver world-class L1 support—resetting passwords at 2 a.m. for a designer in Los Angeles, unblocking a VPN for a project manager in Berlin at sunrise, or guiding a new hire in Shenzhen through their first Teams call. Every ticket you close keeps our global construction-technology engine humming.
- • Own the full incident lifecycle for routine requests. You will triage via ZOHO SDP (or similar service-desk tool), apply ITIL-based priority matrices, and resolve 70 % of tickets without escalation—covering identity & access, O365 hiccups, OS patch failures, printer dramas, and peripheral mysteries. When the fix is beyond L1 scope, you will hand off crystal-clear diagnostics to our L2/L3 squads in China HQ so they can swoop in like tech superheroes.
- • Champion our global security posture. You will enforce multi-factor authentication, push Windows Defender policies, verify Intune compliance, and guard against data leakage while never forgetting that security and user experience can (and must) coexist.
- • Curate and grow the ITSC knowledge base. Each quirky workaround you discover becomes a reusable article, shrinking future resolution times and turning you into the Gandalf of documentation for the next shift.
- • Collaborate across time zones like a seasoned diplomat. You will sync daily with the India ITSC Lead, tag-team with night-shift colleagues for 24×7 coverage, and join fortnightly virtual stand-ups with Europe, APAC and the Americas to share insights, celebrate wins and flag emerging pain points.
- • Participate in high-impact global projects—whether it’s rolling out a new endpoint-management suite, migrating mailboxes to Exchange Online, or piloting zero-touch device deployment. Your frontline feedback shapes the blueprint before a single line of code is written.
- • Provide white-glove onboarding for every new starter. From imaging laptops to shipping pre-configured devices, you will ensure that on Day 1 their machine greets them with the right domain, apps, and a smiley Teams background.
- • Be the calm voice in the storm. When a VP’s laptop dies 30 minutes before a board meeting, you will remote in, run diagnostics, and have them presenting from a loaner while the original is couriered for repair—turning panic into applause.
- • Master the art of remote troubleshooting. Using RDP, Quick Assist, and third-party tools you will resurrect blue-screened devices, resurrect Wi-Fi connections in concrete bunkers, and exorcise driver demons—all without leaving your chair.
- • Contribute to continuous improvement. After each shift you will log trends, propose automation scripts, and lobby for smarter self-service portals—because great support today should make tomorrow’s job easier.
🎯 Requirements
- • 1–3 years of hands-on IT support experience, ideally in a global, multi-time-zone environment
- • Proven expertise in Windows 10/11 and macOS installation, configuration, and troubleshooting
- • Office 365 / M365 administration (Exchange Online, Outlook, SharePoint, OneDrive, Teams) plus basic Active Directory, DNS, DHCP, and Intune policy deployment
- • Strong written and verbal English; able to explain tech to non-tech users across cultures
- • Flexibility to work rotating 24×7 shifts, including night coverage for US/EU offices
🏖️ Benefits
- • Competitive compensation benchmarked to top Indian tech employers
- • Five-day work week with flexible start/finish times and shift allowances
- • Comprehensive medical insurance covering employee + immediate family
- • Continuous training & certification budget (Microsoft, ITIL, cybersecurity)
- • Global team exposure—daily collaboration with colleagues in 6 countries and legendary pizza-party knowledge shares
Skills & Technologies
Remote
About ZURU Group Limited
ZURU is a New Zealand-founded, family-owned multinational that designs, manufactures and markets consumer products. It operates three core divisions: ZURU Toys, one of the world’s largest toy companies known for brands such as Bunch O Balloons, Mini Brands and Robo Alive; ZURU Edge, which develops and scales FMCG brands including nutrition and household goods sold through e-commerce; and ZURU Tech, building software and automation technology for the construction industry. With global headquarters in Hong Kong and offices across more than 30 countries, ZURU employs over 5,000 staff and sells into more than 120 markets worldwide.
