ZS Associates—Associate - TAC

Job description

Description: ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, we transform ideas into impact by bringing together data, science, technology and human ingenuity to deliver better outcomes for all. 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 and passion to drive life-changing impact to ZS. What you'll do: TAC Associate in the Enterprise will… 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: - Bachelor's degree required, master's degree desirable - Strong oral and written communication skills - Ability to approach problem-solving methodically and analytically - 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. - Fluency in English - Client-first mentality - Intense work ethic - Collaborative spirit and problem-solving approach How you’ll grow: - Cross-functional skills development & custom learning pathways - Milestone training programs aligned to career progression opportunities - Internal mobility paths that empower growth via s-curves, individual contribution and role expansions Perks & Benefits: At ZS, your growth matters. We offer a comprehensive total rewards package that supports your health and well‑being, financial future, time away, and professional development. With robust skills‑building programs, multiple career progression paths, internal mobility, and a deeply collaborative culture, you’ll have the opportunity to do meaningful work, expand your capabilities, and thrive as part of a global community. For details on total rewards in India, visit ZS India office locations | Where we work | ZS. Hybrid working model: 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, 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 integral to your success here. We are committed to building a team that reflects a broad variety of backgrounds, perspectives, and experiences. Learn more about our inclusion and belonging efforts and the networks ZS supports to assist our ZSers in cultivating community spaces and obtaining the resources they need to thrive. If you’re eager to grow, contribute, and bring your unique self to our work, we encourage you to apply. 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 Responsibilities: What you'll do: TAC Associate in the Enterprise will… 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: - Bachelor's degree required, master's degree desirable - Strong oral and written communication skills - Ability to approach problem-solving methodically and analytically - 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. - Fluency in English - Client-first mentality - Intense work ethic - Collaborative spirit and problem-solving approach