ZS: Associate – TAC

Job Description:

ZS is hiring Associates for its Technical Assistance Center (TAC) team in Pune to provide first-level IT support for employees and clients across global offices. This role is ideal for candidates who are passionate about technical troubleshooting, IT service delivery, and customer support within enterprise environments. ZS is a globally recognized management consulting and technology company that combines data, science, technology, and business expertise to create impactful solutions across industries. As an Associate - TAC, you will be part of a highly collaborative IT support environment that ensures seamless technology operations for users worldwide.

In this role, you will provide Level 1 technical support for Windows and Mac systems, enterprise applications, networking issues, Microsoft 365 tools, VPN access, and Active Directory services. You will interact with users through calls, emails, chats, and remote support tools to diagnose and resolve technical problems efficiently. The role requires strong problem-solving abilities, communication skills, and a customer-first mindset to deliver high-quality technical support while maintaining service standards. You will also manage support tickets, escalate complex issues to higher-level teams, and contribute to maintaining operational efficiency across the organization.

Working at ZS provides excellent opportunities to build expertise in IT helpdesk operations, enterprise support systems, and global service delivery environments. You will gain hands-on experience with modern enterprise technologies, ITSM platforms, networking concepts, and system administration tools while collaborating with teams across multiple geographies. The organization promotes continuous learning, professional development, and cross-functional growth, making this role an excellent opportunity for candidates looking to establish a strong career in IT support, technical operations, and enterprise technology services.

Roles & Responsibilities:

• Provide first-level technical support to ZS employees and clients through phone, email, chat, and remote access tools.
• Troubleshoot issues related to Windows and Mac operating systems, enterprise applications, printers, and proprietary ZS software.
• Diagnose and resolve technical problems involving Microsoft 365 applications, Outlook, VPN access, Active Directory, and Exchange services.
• Support users with software installation, SCCM deployments, Intune management, file share access, FTP issues, and network connectivity problems.
• Monitor, track, and manage support tickets while ensuring timely updates, follow-ups, and issue resolution within SLA timelines.
• Escalate unresolved or complex technical issues to Level 2 support teams and coordinate effectively until closure.
• Maintain technical documentation, ticket records, and administrative processes related to IT support activities.
• Assist with IT operational tasks including software licensing management, chargeback maintenance, and internal support initiatives.
• Participate in additional TAC projects, process improvement activities, and knowledge-sharing initiatives based on team requirements.
• Deliver exceptional customer service while maintaining professionalism, communication quality, and a client-first approach.

Requirements & Eligibility:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field is required.
• 1–2 years of experience in customer support, IT helpdesk, technical support, or service desk operations is preferred.
• Strong understanding of Windows and Mac operating systems along with enterprise productivity tools and applications.
• Familiarity with Microsoft 365 services, Active Directory, VPNs, Exchange, SCCM, Intune, and networking concepts.
• Good troubleshooting and analytical skills with the ability to diagnose and resolve technical issues effectively.
• Experience using ticketing or IT service management tools such as ServiceNow is considered an advantage.
• Excellent verbal and written communication skills in English with strong customer service orientation.
• Ability to work flexible hours in a 24/7 support environment and handle multiple priorities simultaneously.
• Certifications such as A+ or Microsoft Certified Systems Administrator (MCSA) are desirable but not mandatory.
• Strong teamwork, problem-solving mindset, and willingness to learn new technologies and support processes.

Expected Salary:

The expected salary for an Associate - TAC role at ZS in Pune generally ranges between ₹4 LPA to ₹8 LPA depending on technical support experience, communication skills, and enterprise IT knowledge. Candidates with expertise in Microsoft technologies, service desk operations, and troubleshooting enterprise systems may receive higher compensation packages. ZS also offers hybrid work flexibility, learning programs, healthcare benefits, and strong career growth opportunities within global IT operations.

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