CAE IT Support Engineer

We are seeking a CAE IT Support Engineer to provide Level 1 and Level 2 technical support for Computer-Aided Engineering (CAE) applications, engineering software, infrastructure, and end-user environments.

The ideal candidate will have strong troubleshooting skills, experience with IT service management/ticketing systems, and the ability to work closely with engineering teams, infrastructure teams, software vendors, and business stakeholders.

Responsibilities

• Provide L1/L2 technical support for CAE applications and engineering software.
• Support installation, configuration, testing, and maintenance of CAE tools.
• 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.
• Manage incidents, service requests, and problem tickets through ITSM platforms.
• Monitor ticket queues and ensure SLA compliance.
• 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.
• Document known issues, workarounds, and standard operating procedures.

Required Qualifications

• Bachelor'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 supporting engineering or CAE applications.
• Experience with ticket management platforms such as ServiceNow, Jira Service Management, or similar ITSM tools.
• Strong troubleshooting and problem-solving skills.
• Understanding of incident, service request, problem, escalation, and SLA management.
• Excellent communication and customer-service skills.

Preferred Skills

• CAE / engineering software support
• ITSM / ServiceNow
• Jira Service Management
• Application troubleshooting
• Software installation and configuration
• License and access troubleshooting
• Incident and problem management
• SLA and ticket queue management
• Vendor coordination

Location: Raymond, Ohio 43067