L1 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:

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