L1 Desktop Support Engineer
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Website Altair
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:
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 ticketing
- Focused on local region / country but inclusive of all Altair territories
- Limited follow-the-sun support model
- Triage and prioritization of incidents and requests
- Escalation of more complex need to L2 and specialist teams
- Diagnosis, 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 issues
- 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
- 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
- Experience with Active Directory basic administration tasks
- 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
Preferred:
- Experience with highly technical users is strongly preferred
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