L1 Desktop Support Engineer

Found in: Talent ZA C2 - 2 weeks ago

Stellenbosch, South Africa Altair Engineering Full time

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

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 Retirement benefit Outstanding Work/Life Balance Partially Flex Time Employee Stock Purchase Program 25 Leave days Collaborative environment Partial Charitable Matching Program

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