Level 1 Local Desktop Support Engineer
Location
Troy, MI | United States
Job description
Transforming the Future with the Convergence of Simulation and Data
Level 1 Local Desktop Support Engineer Do you like a challenge, are you a complex thinker who likes to solve problems? If so, then you might be the new Altairian we are searching for. At Altair, your curiosity matters. We pride ourselves on a business culture that enables open, creative thinking, and we deeply value our employees and their contributions towards our clients' success, as well as our own.
Job Summary: This role will include first-line ticketing and call resolution on a local and remote basis, and members of the level 1 team will be users' first point of contact.
The role includes providing support to Altair colleagues by responding to all incoming incidents and services requests for PC's , software, laptops, mobile devices, and other IT services. Level 1 responsibility is broad, ranging from ticket creating and maintenance, through troubleshooting and into break/fix support on PC hardware, printers, mobile devices etc.
Reporting locally to the one of three regional IT Operations Directors, The global L1 team will also be supported by a skilled global team of L2 / L3 specialists who are also Altair colleagues. Working as a global team and escalation to the appropriate specialists is an important aspect of the role.
What You Will Do: - User contact and ticketing
- Triage and prioritization of incidents and requests
- Escalation of more complex need to L2 and specialist teams
- Diagnosis, troubleshooting and resolution of:
- Build and delivery of machines for new users / replacements for existing users
- New user induction and task checklist
- Update and maintenance of knowledgebase tickets and CMDB / asset management information
- User education (standard software, IT workflows etc.)
- Assisting the global infrastructure team with local incidents and project work (e.g., as 'remote hands')
- Participation in team project planning and reviews for relevant local and global initiatives
What You Will Need: Basics: - No less than 3 years experience in desktop support
- Both remote and local desktop support experience - this is a mixed role.
- Desktop / Laptop hardware break/fix skills
- Strong written and spoken English
- Strong written and spoken local language
- Strongly pro-active communication skills - Altair thrives on open communication and discussion.
- Familiarity with ITSM concepts and processes
- Experience with desktop administration of Windows and Mac
Preferred: - Desktop -level Microsoft 365 support experience (Outlook, office apps etc.)
- Familiarity with Microsoft Teams
- Exposure to automated OS and software deployment and patching systems is preferred
- Experience with highly technical users is strongly preferred
- Exposure to environments such as software development, mechanical engineering and HPC is considered very advantageous
How You Will Be Successful: - Envision the Future
- Communicate Honestly and Broadly
- Seek Technology and Business "Firsts"
- Embrace Diversity and Take Risks
What We Offer: - Competitive Salary
- Comprehensive Benefit Package
- Outstanding Work/Life Balance
- Flex Time
- Employee Stock Purchase Program
- 401(k) with matching contributions
- Unlimited vacation and Unlimited sick days
- Paid holidays
- Paid Time Off for Community Service
- Collaborative environment
- Charitable Matching Program
Why Work with Us: Altair is a global technology company providing software and cloud solutions in the areas of product development, high-performance computing (HPC) and artificial intelligence (AI). Altair enables organizations in nearly every industry to compete more effectively in a connected world, while creating a more sustainable future. With more than 3,000 engineers, scientists, and creative thinkers in 25 countries, we help solve our customer's toughest challenges and deliver unparalleled service, helping the innovators innovate, drive better decisions, and turn today's problems into tomorrow's opportunities.
Our vision is to transform customer decision making with data analytics, simulation, and high-performance computing and artificial intelligence (AI). For more than 30 years, we have been helping our customers integrate electronics and controls with mechanical design to expand product value, develop AI, simulation, and data-driven digital twins to drive better decisions, and deliver advanced HPC and cloud solutions to support unlimited idea exploration. To learn more, please visit altair.com.
Ready to go? #ONLYFORWARD At our core we are explorers; adventurers; pioneers. We are the brains behind some of the world's most revolutionary innovations and are not only comfortable in new and uncharted waters, we dive in headfirst. We are the original trailblazers that make the impossible possible, discovering new solutions to our customer's toughest challenges.
Altair is an equal opportunity employer. Our backgrounds are diverse, and every member of our global team is critical to our success. Altair's history demonstrates a belief that empowering each individual authentic voice reinforces a culture that thrives because of the uniqueness among our team.
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