IT Support Specialist - Level 2 (Engineering Applications) - EN/GCC
India - Pune, IN
Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.
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IT Support Specialist – Level 2 (Engineering Applications) |
Job overview and responsibilities
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Act as the pivotal link between the service desk and service owners/experts for engineering applications (CAD, EAI, EDM, GIS). The Level 2 IT Support Specialist ensures escalated issues are resolved efficiently, knowledge is shared and improved, resources are optimized, and performance is tracked and reported to enable seamless support and continuous improvement across the organization. Key Responsibilities • Serve as the main point of contact for tickets escalated by the service desk that cannot be resolved at Level 1. • Analyze, resolve, or escalate issues appropriately, providing clear guidance and actionable solutions to the service desk. • Share and update relevant documentation and knowledge articles to empower Level 1 support and improve first-contact resolution rates. • Identify and redirect tickets that are incomplete, lack essential information, or fall outside the engineering domain, providing feedback to the service desk for process improvement. • Collaborate closely with service owners and subject matter experts (based in France) to: • Ensure effective handling of complex escalations. • Create, review, and maintain knowledge base articles and technical documentation. • Update and maintain the inventory of engineering applications and related assets. • Support license management and cost optimization initiatives. • Facilitate communication and knowledge transfer between the service desk and service owners/experts, ensuring alignment and continuous improvement. • Participate in application upgrades, patches, and configuration changes as needed. • Ensure compliance with IT policies, security standards, and data protection requirements. • Prepare and update weekly performance reports on incident tickets, service requests, escalations, and key performance indicators (KPIs) compared to objectives, enabling the team manager to take appropriate actions when needed. |
Education and experience
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Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. • Proven experience in IT support for engineering applications (such as CAD, EAI, EDM, GIS), with a strong understanding of the specific needs, constraints, and priorities of engineering teams. • 3+ years of experience in IT support,with engineering and technical applications. • Experience supporting in at least one of the following: CAD, EAI, EDM, or GIS applications. |
Skills and behavioral competencies
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• Hands-on experience with engineering applications such as AutoCAD, SolidWorks, CATIA (for CAD); middleware or integration tools (for EAI); EDM systems (e.g., OpenText, SharePoint); GIS platforms (e.g., ArcGIS, QGIS). • Strong troubleshooting and analytical skills. • Knowledge of Windows and/or Linux operating systems. • Basic scripting or automation skills (PowerShell, Python, etc.) is a plus. • Experience with ITSM tools and reporting/analytics for KPI tracking. |
Language skills
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English: Excellent verbal and written communication skills (required). French: Working proficiency is appreciated and considered a strong asset, as the team manager, service owners, and experts are based in France. |
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Behaviors • Excellent communication and interpersonal skills, with the ability to work effectively in an international team. • Strong problem-solving abilities. • Ability to provide clear written instructions and constructive feedback. • Customer-oriented mindset, with sensitivity to the unique requirements of engineering users. • Team player, able to collaborate across functions and with experts. • Proactive and organized, with a continuous improvement mindset. • Strong attention to detail and ability to deliver accurate performance reports. |
About us
- This position requires a certain level of integrity, confidentiality, loyalty and trustworthiness as you will have access to Syensqo's most sensitive information or systems in the context of your mission. Please note that the selected person for this position will be required to undergo and meet company standards for vetting verifications and reference checks.
- Syensqo is a science company developing groundbreaking solutions that enhance the way we live, work, travel and play. Inspired by the scientific councils which Ernest Solvay initiated in 1911, we bring great minds together to push the limits of science and innovation for the benefit of our customers, with a diverse, global team of more than 13,000 associates. Our solutions contribute to safer, cleaner, and more sustainable products found in homes, food and consumer goods, planes, cars, batteries, smart devices and health care applications. Our innovation power enables us to deliver on the ambition of a circular economy and explore breakthrough technologies that advance humanity.
- At Syensqo, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.