Technical Support Specialist

Job SummaryThe CAE IT Support & Ticket Management Specialist is responsible for providing technical support for Computer-Aided Engineering (CAE) applications, infrastructure, and end-user environments. This role serves as the primary point of contact for incident resolution, service requests, and problem management, ensuring timely support for engineering teams. The position requires strong troubleshooting skills, ticket lifecycle management experience, and the ability to collaborate with engineering, infrastructure, software vendors, and business stakeholders.Key ResponsibilitiesCAE Application SupportProvide Level 1 and Level 2 support for CAE applications and engineering software.Support installation, configuration, testing, and maintenance of CAE tools and related software.Troubleshoot application performance, licensing, connectivity, and user access issues.Assist engineering users with software usability, workflows, and technical issues.Coordinate with software vendors and internal teams to resolve complex technical problems.Document known issues, workarounds, and standard operating procedures.Ticket Management & Service DeliveryManage incidents, service requests, and problem tickets through the IT Service Management (ITSM) platform.Monitor ticket queues and ensure compliance with Service Level Agreements (SLAs).Prioritize tickets based on business impact and urgency.Provide timely communication and status updates to end users and stakeholders.Escalate unresolved issues to appropriate support teams while maintaining ownership through closure.Analyze ticket trends and recommend continuous improvement opportunities.Technical TroubleshootingDiagnose and resolve hardware, software, network, and application-related issues.Perform root cause analysis for recurring incidents.Troubleshoot Windows workstations, virtual environments, licensing servers, and engineering infrastructure.Support user authentication, permissions, and access management.Collaborate with infrastructure teams to resolve server, storage, cloud, and network-related issues.Validate fixes and ensure successful resolution before ticket closure.User Support & Customer ServiceDeliver excellent customer service and technical assistance to engineering users.Conduct user training and knowledge-sharing sessions when needed.Create and maintain support documentation and knowledge base articles.Gather user feedback to improve support services and processes.Reporting & Process ImprovementGenerate ticket metrics and support performance reports.Identify recurring issues and propose preventive solutions.Support IT governance, change management, and operational best practices.Participate in service reviews and continuous improvement initiatives.Skill RequirementsRequired QualificationsBachelor's degree in Information Technology, Computer Science, Engineering, or related field, or equivalent experience.3+ years of experience in IT support, help desk, application support, or engineering systems support.Experience with ticket management systems such as ServiceNow, Jira Service Management, or similar platforms.Strong troubleshooting and problem-solving skills.Experience supporting Windows environments and enterprise applications.Ability to manage multiple priorities in a fast-paced environment.Excellent verbal and written communication skills.Preferred QualificationsExperience supporting CAE applications such as Ansys, Abaqus, MSC Nastran, HyperWorks, STAR-CCM+, COMSOL, MATLAB, or similar tools.Knowledge of HPC clusters, simulation environments, and engineering workflows.Experience with software license management (FlexLM/FlexNet or equivalent).Familiarity with PLM platforms such as Teamcenter or 3DEXPERIENCE.Understanding of cloud-based engineering environments and virtualization technologies.ITIL Foundation certification or equivalent.Experience with scripting and automation (PowerShell, Python, Bash).Key CompetenciesTechnical troubleshootingIncident and problem managementCustomer service orientationAnalytical thinkingCommunication and collaborationRoot cause analysisProcess improvementDocumentation and knowledge managementTime management and prioritizationOther Requirements