CAE IT Support Engineer: Troubleshooting & Ticket Leader

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

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