CAE IT Support Engineer

Pentangle Tech Services | P5 Group; Raymond (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

Pentangle Tech Services | P5 Group seeks a CAE IT Support & Ticket Management Specialist to provide frontline and engineering IT support for CAE applications and related environments. You will handle incidents, service requests, and problem tickets, ensuring timely resolution and clear communication with engineering teams and stakeholders.

The role requires strong troubleshooting, experience with ITSM platforms, and the ability to collaborate with software vendors and internal teams to resolve

Qualifications

• Bachelor’s degree in IT or related field, or equivalent experience.
• 3+ years of IT support, help desk, or engineering systems support.
• Experience with ServiceNow, Jira Service Management, or similar ticketing 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 standard operating procedures.
• 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).
• 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.

Skills

IT support

Ticket management

Troubleshooting

Communication

Documentation

Incident response

SLAs

Collaboration

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Jira Service Management

Job description

The CAE IT Support & Ticket Management Specialist is responsible for providing technical support for Computer-Aided Engineering (CAE) applications, infrastructure, and end-user environments. This role serves as the primary point of contact for incident resolution, service requests, and problem management, ensuring timely support for engineering teams. The position requires strong troubleshooting skills, ticket lifecycle management experience, and the ability to collaborate with engineering, infrastructure, software vendors, and business stakeholders.

• 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.
• 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).
• 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.

Qualification:

• 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.