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Job Summary :
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 :
User contact and ticketing
Triage and prioritization of incidents and requests
Escalation of more complex need to L2 and specialist teams
Diagnosis, troubleshooting and resolution of :
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 :
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
Strong written and spoken local language
Strongly pro-active communication skills Altair thrives on open communication and discussion.
Familiarity with ITSM concepts and processes
ITIL Foundation level is strongly preferred
Experience with desktop administration of Windows and Mac
Exposure to Linux is advantageous
Preferred :
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
Experience with highly technical users is strongly preferred
Exposure to environments such as software development, mechanical engineering and HPC is considered very advantageous
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 :
75% vacation bonus
1 month of Aguinaldo (Christmas bonus).
12 days��? vacation
SGMM - major medical insurance
Life insurance
Dental insurance
Savings fund
Food vouchers
Employee Stock Purchase Program
Work-life Balance