Job Summary:Altair is seeking experienced desktop support engineers to add to our team, supporting a wide variety of highly technical environments and users.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:More specific responsibilities include, but are not limited to: User contact and ticketingFocused on local region / country but inclusive of all Altair territoriesLimited follow-the-sun support modelTriage and prioritization of incidents and requestsEscalation of more complex need to L2 and specialist teamsDiagnosis, troubleshooting and resolution of:Laptop / Desktop hardware and OS(Windows, Mac, Linux)Mobile devices (iOS / Android)Basic desktop software (e.g., Office, 7zip, Adobe reader, notepad++, browsers etc.)Connectivity issuesBuild and delivery of machines for new users / replacements for existing usersNew user induction and task checklistUpdate and maintenance of knowledgebase tickets and CMDB / asset management informationUser 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 supportBoth remote and local desktop support experience – this is a mixed role.Desktop / Laptop hardware break/fix skillsStrong written and spoken EnglishStrongly pro-active communication skills – Altair thrives on open communication and discussion.Familiarity with ITSM concepts and processesExperience with desktop administration of Windows and MacExperience with Active Directory basic administration tasksDesktop-level Microsoft 365 support experience (Outlook, office apps etc.)Familiarity with Microsoft TeamsExposure to automated OS and software deployment and patching systems is preferred Preferred:· Experience with highly technical users is strongly preferredHow 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 SalaryComprehensive Retirement benefitOutstanding Work/Life BalancePartially Flex TimeEmployee Stock Purchase Program25 Leave daysCollaborative environmentPartial Charitable Matching Program
