Associate - TAC

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, our most valuable asset is our people. Here youll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning; bold ideas; courage and passion to drive life-changing impact to ZS.
Our most valuable asset is our people.
At ZS we honor the visible and invisible elements of our identities, personal experiences and belief systemsthe ones that comprise us as individuals, shape who we are and
make us unique. We believe your personal interests, identities, and desire to learn are part of your success here. Learn more about our diversity, equity, and inclusion efforts and the networks ZS supports to assist our ZSers in cultivating community spaces, obtaining the resources they need to thrive, and sharing the messages they are passionate about.
Associate - TAC (Technical Assistance Centre)
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 youll do:

• Troubleshooting 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 the Windows/MAC machines, printer 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 etc.
• Handling 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 etc
• Additional TAC projects/tasks as assigned based on performance.
  

What youll bring:

• Strong oral and written communication skills
• Ability to approach problem-solving methodically and analytically
• Bachelors degree required, Masters 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 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)

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  Experience with Service Now tool (desirable, not mandatory)
• Certification in ITIL or similar framework .
  

Perks & Benefits:
ZS offers a comprehensive total rewards package including health and well-being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths and collaborative culture empowers you to thrive as an individual and global team member.
We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections.
Travel:
Travel is a requirement at ZS for client facing ZSers; business needs of your project and client are the priority. While some projects may be local, all client-facing ZSers should be prepared to travel as needed. Travel provides opportunities to strengthen client relationships, gain diverse experiences, and enhance professional growth by working in different environments and cultures.
Considering applying
At ZS, were building a diverse and inclusive company where people bring their passions to inspire life-changing impact and deliver better outcomes for all. We are most interested in finding the best candidate for the job and recognize the value that candidates with all backgrounds, including non-traditional ones, bring. If you are interested in joining us, we encourage you to apply even if you dont meet 100% of the requirements listed above.
ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.
To Complete Your Application:
Candidates must possess or be able to obtain work authorization for their intended country of employment.An on-line application, including a full set of transcripts (official or unofficial), is required to be considered.
NO AGENCY CALLS, PLEASE.
Find Out More At:
www.zs.com