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 you'll 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 an d 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 systems-the 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.
ZS IT Support teams are aligned with the company's business strategy and operating model and aims to provide its 10000 plus employees and their clients the right tools and information for high performance. The IT organization focuses on providing products and services to ZS to ensure successful business outcomes. This involves providing a scalable, sustainable, and reliable IT infrastructure, customized applications, messaging and collaboration products, Business Intelligence and Database administration support along with a reliable 24*7 uninterrupted high-quality technology support services.
TAC (Technical Assistance Center) Associate
We seek TAC Associates to join our WTC office in Pune, India. TAC Associates handle 1st level support calls/emails/chats from ZS offices worldwide in a user environment consisting of PC/MAC running the standard suite of business applications.
What you'll 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 you'll bring :

• Strong oral and written communication skills
• Ability to approach problem-solving methodically and analytically
• Bachelor's degree required, Master's 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)
• 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.
Considering applying?
At ZS, we're 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 don't meet 100% of the requirements listed above.
To Complete Your Application:
Candidates must possess 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