We are hiring an L1 IT Support Engineer / Global Service Desk Analyst for a leading global technology company based in Pune, Maharashtra!
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.
- Looking for candidates with excellent communication skills and experience supporting global users/environments.
- Shift Allowance Available
- Pick-up & Drop FacilityAvailable
- Rotational Shift: 24x5 Rotational Shifts
- Location: PuneExperience Required: 3–5 Years
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.
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.
- Work with a leading global technology organization
- Work in a culture of collaboration and innovation
- Opportunities for personal development and career progression
Diversity statement- As a game-changer in sustainable technology and innovation, our client 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. It is our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.
Pay: ₹500,000.00 - ₹1,200,000.00 per year
Application Question(s):
- How many years of experience do you have in IT Help Desk / Service Desk / Technical Support?
- Are you comfortable working in a 24x5 rotational shift?
- Do you have experience supporting global users or working in a Global Service Desk environment?
Work Location: In person
