Specialist, Technical Support

Overview

Provide hands-on technical support to onsite and remote employees, troubleshoot PC and Mac hardware and software issues, and support core IT operations including onboarding, offboarding, asset management, account administration and workplace technology.

What you'll do

• Work within the IT Support Team to provide excellent customer service, effective response times and expert insights into general and sometimes complex support issues.
• Support on-site and remote desktop computing issues on PCs and Macs, and submit repair requests to manufacturers for damaged machines.
• Provide basic support and assistance for Zocdoc users across a variety of software applications and hardware systems.
• Ensure quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction are adhered to.
• Assist other IT support staff with operational procedures and troubleshooting issues.
• Create and maintain detailed documentation for systems and processes managed by the Enterprise IT team, for both end-users and other IT staff.
• Communicate promptly throughout the ticket lifecycle and respond to client requests according to published SLAs.
• Perform IT support tasks such as desk setups, inventory counts, organizing, audits, meeting room setups, and other duties as assigned.
• Perform systems administration of core IT services (on-prem and SaaS), including process automation, configurations, and improvements within these tools.
• Work with AI tools such as Claude, ChatGPT, Codex, Glean, and Gemini to support troubleshooting, research, documentation, and day-to-day IT operations.
• Identify and use AI-powered solutions to automate repetitive or manual IT support tasks and improve operational efficiency.
• Assist with integrating approved AI tools into internal applications, workflows, and support processes while following security and privacy requirements.
• Manage hardware and software assets.
• Handle staff onboarding and offboarding, including machine imaging and account creation and configuration.

What you'll need

• Bachelor's degree in Computer Science or related field, or a mixture of IT-related certifications and relevant experience.
• 2+ years of experience in a progressively responsible technical support or helpdesk role.
• Strong customer service background.
• Experience with AzureAD and Intune endpoints.
• Ability to identify common user experience issues, analyze root causes, and deliver and implement viable solutions at scale.
• Experience with some of the following: G Suite apps, JIRA, Confluence, Slack, and BetterCloud.
• On-site and remote desktop troubleshooting skills for PC and Mac, software and hardware.
• Proficiency with MS Windows domain environment (Windows Server, Active Directory, LDAP, DHCP, license management, workstation imaging, access controls).
• Proficiency with Single Sign-On and Multi-Factor authentication.
• Familiarity with AI tools such as ChatGPT, Claude, Codex, Glean, Gemini, or similar platforms.
• Understanding of how AI can be used for technical troubleshooting, documentation, research, and workflow automation.
• Ability to use AI responsibly, validate AI-generated outputs, and identify opportunities to improve IT support processes through automation.
• Experience in Google Workspace admin is a must.

Nice to have

• Familiarity with JAMF/JSS Suite.
• Scripting experience (BASH, PowerShell, or similar).

Details

• Location: Pune, Maharashtra, India; office located in Koregaon Park.
• Work mode: flexible hybrid environment; candidates must work from the office all 5 days.
• Shift: night shift, 6 pm to 3 am.