Desktop Support Engineer

3 days ago

Shanghai, China 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.

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. Responsibility is broad, ranging from ticket creating and maintenance, through troubleshooting and into break/fix support on PC hardware, printers, mobile devices etc.

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 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:

No less than 3 year’s experience in desktop support

Both remote and local desktop support experience

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

o ITIL Foundation level is strongly preferred

· Experience with desktop administration of Windows and Mac

o Exposure to Linux is advantageous

· Experience with Active Directory basic administration tasks

· Desktop-level Microsoft 365 support experience (Outlook, office apps etc.)

· Familiarity with Microsoft Teams


Preferred:

Exposure to automated OS and software deployment and patching systems is preferred

· Experience with highly technical users is strongly preferred

o 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:

Comprehensive salary and benefit plan; Humanized management system and good corporate atmosphere; Internal training、career development opportunities. Regular team buildings； Comfortable working environment with convenient transportation and office refreshments; Comprehensive social security and supplementary medical insurance; Regular physical examinations; We help non-natives to apply for point-based household registration or get the city's hukou.

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