Specialist, Technical Support

About this job

Zocdoc is looking for a Specialist, Technical Support to join its team in Pune, Maharashtra. Zocdoc operates a leading healthcare marketplace with the mission of giving power to the patient, making it easier for millions of people to find and book necessary medical care. In this full-time role, you will be a vital part of the IT Support Team, ensuring that both onsite and remote employees have the proper tools, technology, and assistance needed to stay productive. Your normal day involves delivering hands-on technical support, troubleshooting hardware and software issues across PC and Mac systems, handling employee onboarding and offboarding, managing IT assets, and administering core accounts and systems. You will also work with modern platforms like Google Workspace, Azure AD, and Slack, while exploring innovative AI tools to streamline everyday IT tasks, research, and documentation during a night shift schedule.

Responsibilities

• Provide expert troubleshooting and technical support for onsite and remote desktop computing issues on PC and Mac platforms.
• Manage staff onboarding and offboarding processes, including machine imaging, account creation, and configuration.
• Administer core IT services and SaaS platforms like Google Workspace, ensuring process automation and proper configurations.
• Handle hardware and software asset management, inventory counts, desk setups, and meeting room preparations.
• Create and maintain detailed documentation for systems, processes, and workflows for end-users and IT staff.
• Communicate promptly throughout the ticket lifecycle to meet published service level agreements and maintain high satisfaction.
• Explore and utilize AI tools such as ChatGPT, Claude, and Gemini to support troubleshooting, research, and documentation.

Requirements

• Bachelor's degree in Computer Science or a related field, or a mixture of IT-related certifications and relevant experience.
• At least 2 years of experience in a progressively responsible technical support or helpdesk role.
• Mandatory experience in Google Workspace administration.
• Proven experience with Azure AD, Intune Endpoints, and MS Windows domain environments.
• Familiarity with tools such as JIRA, Confluence, Slack, Bettercloud, and JAMF/JSS Suite.
• Strong customer service background with root-cause analysis skills.
• Scripting experience in BASH, PowerShell, or similar languages.

Good to have

• Familiarity with AI tools like ChatGPT, Claude, Codex, Glean, and Gemini for workflow automation.
• Understanding of how to use AI responsibly and validate AI-generated outputs for IT operations.

Who should apply

This role is ideal for self-starters with an entrepreneurial mindset who enjoy solving complex technical problems and delivering exceptional customer service. Candidates must have relevant hands-on helpdesk experience and be comfortable working the night shift (6 pm to 3 am) in a hybrid or work-from-home/onsite setup as specified. If you are excited about learning new technologies and exploring AI-driven solutions to improve IT operations at scale, you will thrive in this environment.

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