CAE IT Support

Sidram Technologies; Union (OH); On-site; USD 70,000 - 95,000; Full time

Job summary

Sidram Technologies is hiring for CAE IT Support to back CAE applications and engineering software for Honda. This onsite Union, OH role requires extensive IT support experience and strong ticketing skillsets.

Responsibilities include managing incidents, performing troubleshooting across hardware and software, and delivering high-quality user support to engineering teams while ensuring SLA compliance.

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 with ticket management systems such as ServiceNow, Jira Service Management, or similar platforms.

Responsibilities

• Provide 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 SOPs.
• Manage incidents, service requests, and problem tickets through the ITSM platform.
• Monitor ticket queues and ensure compliance with SLAs.
• Escalate unresolved issues to appropriate support teams while maintaining ownership through closure.
• Analyze ticket trends and recommend continuous improvement opportunities.
• Diagnose 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.
• Deliver 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.
• Generate 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.

Skills

IT support

Engineering software

Customer service

Ticket management

Education

Bachelor's degree in IT/CS/Engineering or related field

Tools

ServiceNow

Jira Service Management

Job description

NOW HIRING: CAE IT SUPPORT

Role: CAE IT Support

Client: Honda

Location: Union, OH Onsite

Experience: 12+ Years

Work Authorization: W2 ONLY

Key Responsibilities

CAE Application Support

• Provide 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 Delivery

• Manage incidents, service requests, and problem tickets through the IT Service Management (ITSM) platform.
• Monitor ticket queues and ensure compliance with Service Level Agreements (SLAs).
• Escalate unresolved issues to appropriate support teams while maintaining ownership through closure.
• Analyze ticket trends and recommend continuous improvement opportunities.

Technical Troubleshooting

• Diagnose 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 Service

• Deliver 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 Improvement

• Generate 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 Requirements

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 with ticket management systems such as ServiceNow, Jira Service Management, or similar platforms.