L1 IT Support Engineer – Global Service Desk Analyst

About the role

We are looking for a customer‑focused L1 IT Support Engineer to join Dassault Systèmes’ Global Service Desk in Pune. You will be the first point of contact for end‑users, delivering technical assistance via phone, chat, email and remote tools while supporting a worldwide user base.

Key responsibilities

• Receive, log, categorize and prioritize IT incidents and service requests in line with SLA targets.
• Perform first‑level troubleshooting for Windows desktops, Microsoft Office, Outlook, Zoom, browsers, printers, VPN, Wi‑Fi and basic networking.
• Escalate unresolved tickets with complete diagnostics to higher‑level support.
• Support endpoint provisioning, standard desktop configurations and use knowledge articles to resolve issues.
• Leverage AI‑powered support tools, identify automation opportunities and contribute to knowledge‑base content.
• Work a 24 × 5 rotational shift schedule.

Required profile

• Bachelor’s degree in any discipline.
• 3–5 years of experience in an IT Help Desk or Global Service Desk environment.
• Excellent spoken and written English.
• Willingness to work 24 × 5 rotational shifts.

Required skills

• Strong Windows desktop troubleshooting.
• Proficiency with Microsoft Office, Outlook and Zoom.
• Experience with VPN, Wi‑Fi and basic LAN/WAN networking.
• Familiarity with Active Directory, Office 365, Intune and endpoint management.
• Knowledge of ITSM/ticketing platforms and AI‑enabled support tools.
• Basic understanding of DNS, DHCP and vulnerability management.

What we offer

• Work for one of the largest European software companies.
• Collaborative and innovative culture.
• Opportunities for personal development and career progression.