L1 IT Support Engineer / Global Service Desk Analyst

Dassault Systèmes; Pune District; On-site; INR 480,000 - 720,000; Full time

Job summary

Dassault Systèmes is seeking a customer-focused L1 IT Support Engineer to join the Global Service Desk in Pune, Maharashtra. You will handle IT incidents and requests, perform first-level troubleshooting, and support Windows, Office, Zoom, VPN, and related tools.

The role requires 3–5 years of help desk experience, strong English skills, and the ability to work a 24x5 rotational shift. Knowledge of ITSM platforms and AI-enabled support tools is advantageous.

Qualifications

• Degree in any discipline required.
• 3–5 years of IT Help Desk / Global Service Desk experience.
• Excellent spoken and written English.
• Strong Windows desktop troubleshooting skills.
• Experience with ITSM/ticketing platforms.
• Strong analytical and problem-solving abilities.
• Willingness to work 24x5 rotational shifts.

Responsibilities

• Serve as the primary point of contact for IT incidents and service requests.
• Log, categorize, prioritize, and manage tickets per SLAs.
• Perform first-level troubleshooting and escalate with diagnostics.
• Support Windows desktops, Office, Outlook, Zoom, VPN, etc.
• Assist with endpoint provisioning and standard desktop configurations.
• Contribute to knowledge management and use AI-enabled tools.

Skills

English fluency

Windows troubleshooting

ITSM / ticketing

Analytical thinking

Customer service mindset

Willingness to work 24x5

Education

Bachelor's degree in any discipline

Tools

Office 365

Intune

Active Directory

DNS

DHCP

VPN

Job description

Unlock your potential with Dassault Systèmes, a global leader in Scientific Software Engineering as an L1 IT Support Engineer / Global Service Desk Analyst in Pune, Maharashtra!

We are seeking a customer-focused and technically proficient L1 IT Support Engineer to join our Global Service Desk team. The successful candidate will serve as the first point of contact for end users, providing timely technical support through phone, chat, email, and remote assistance.

The ideal candidate should possess strong communication skills, sound technical troubleshooting abilities, and a customer-first mindset. Experience with AI-powered support tools and knowledge management platforms will be an added advantage.

Role Description & Responsibilities:

• Serve as the primary point of contact for IT incidents and service requests.
• Log, categorize, prioritize, and manage tickets in accordance with defined SLAs
• Perform first-level troubleshooting and resolve issues within L1 scope. - Escalate unresolved incidents with complete diagnostics
• Support Windows desktops/laptops, Microsoft Office, Outlook, Zoom, browsers, printers, VPN, Wi-Fi, and basic networking.
• Support endpoint provisioning and standard desktop configurations.
• Use knowledge articles and contribute to knowledge management.
• Leverage AI-powered support tools and identify automation opportunities.
• Deliver professional customer service and maintain ticket quality.
• Work in a 24x5 rotational shift model.

Qualifications:

Required Qualifications

• Bachelor's degree in any discipline.
• 3- 5 years of IT Help Desk / Global Service Desk experience.
• Excellent spoken and written English.
• Strong Windows desktop troubleshooting skills.
• Familiarity with Microsoft Office, Outlook, Zoom, and enterprise productivity tools.
• Experience with ITSM/ticketing platforms.
• Strong analytical and problem-solving skills.
• Willingness to work 24x5 rotational shifts.

Preferred Qualifications

• Windows OS/Desktop Administration training or certification.
• Experience supporting enterprise environments with users spread across Asia Pacific, EMEA and Americas
• Basic knowledge of Active Directory, Office 365, Intune, endpoint management, DNS, DHCP, VPN and vulnerability management
• Networking fundamentals (basic LAN, WAN and Wireless troubleshooting skills) ITIL exposure or certification
• Experience with AI-enabled support tools
• Candidates fluent in speaking any foreign languages like Japanese, Chinese, Korean, French or German would be preferred

Success Metrics: SLA compliance, FCR, MTTR, CSAT, ticket quality, AI tool utilization, and knowledge contributions.

What is in it for you?

• Work for one of the biggest software companies in Europe
• Work in a culture of collaboration and innovation
• Opportunities for personal development and career progression

Inclusion statement

As a game-changer in sustainable technology and innovation, Dassault Systèmes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it’s our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.