Help Desk Technician

Jimmy Jazz; Hoffman Estates (IL); On-site; USD 50,000 - 55,000; Full time

Job summary

Jimmy Jazz is seeking a Helpdesk Technician to provide technical support for the BySoft Suite used in metal fabrication. The role covers CAD/CAM workflows, Nesting, MES, and ERP-related processes.

Experience with CAD software and a familiarity with manufacturing tools is beneficial. The candidate will respond to inquiries, troubleshoot software issues, install and configure software, and collaborate with product managers and developers to improve customer satisfaction.

Qualifications

• Associate's or Bachelor's degree in Engineering Technology, Manufacturing Technology, CAD or related field.
• Experience with CAD/CAM and manufacturing software is preferred.
• Strong analytical and troubleshooting abilities with a focus on customer satisfaction.

Responsibilities

• Respond to customer technical support requests via phone, email, and web meetings.
• Troubleshoot software issues and resolve common customer questions.
• Escalate complex issues to Level II or III technicians when needed.
• Assist with software installation, updates, configuration, and licensing.
• Document issues and resolutions following procedures.
• Follow up to ensure timely resolution and positive experience.

Skills

Analytical skills

Troubleshooting

Customer service

CAD software knowledge

Time management

Education

2 Year Degree

Associate's or Bachelor's in Engineering Technology

Related technical field

Tools

CAD software

CAM software

Nesting software

CNC programming

MES

ERP systems

Job description

• Base Pay $50,000.00 - $55,000.00 / Year
• Job Category CAD/CAM, Manufacturing
• Employee Type Full Time Exempt
• Required Degree 2 Year Degree
• Travel 25%
• Manage Others No

Description

The Helpdesk Technician provides Bystronic customers with excellent technical support for our BySoft Suite of software which includes CAD, CAM, Nesting, Manufacturing Execution and Enterprise level systems for the Metal Fabrication industry. While prior knowledge of BySoft software is not required, the ideal candidate will have knowledge of CAD software and an awareness of Manufacturing Machine Tools.

Requirements

Key Duties & Responsibilities

• Respond to customer technical support requests via phone, email, and web meetings.
• Troubleshoot software issues and resolve common customer questions.
• Escalate more complex technical issues to Level II or Level III technicians when appropriate.
• Assist customers with software installation, updates, configuration, and licensing.
• Document customer issues and resolutions in accordance with established support procedures.
• Follow up with customers to ensure timely issue resolution and a positive customer experience.
• Work closely with Product Managers, Software Developers, Project Technicians, and other internal teams.
• Continue developing knowledge of BySoft software, CAD/CAM workflows, manufacturing processes, and customer applications.
• Assist with customer training, software demonstrations, and implementation activities as experience grows.
• Create and maintain internal documentation and knowledge base articles.
• Travel up to 25% as needed for customer support, training or special projects.

Qualifications

• Strong analytical and troubleshooting skills with the ability to learn new software quickly.
• Education or experience related to CAD/CAM, manufacturing software, CNC programming,
• ERP systems, or other industrial software.
• Excellent customer service and communication skills.
• Interest in manufacturing technology and industrial software.
• Strong organizational, prioritization, and time management skills.
• Desire to continuously learn and expand technical knowledge.
• Ability to work independently while knowing when to seek guidance from senior team members.
• Positive attitude with a passion for solving customer problems.

Requirements

• Associate's or Bachelor's degree in Engineering Technology, Manufacturing Technology,
• Computer-Aided Design, Information Systems, or a related technical field or equivalent industry experience.
• Experience using or supporting one or more of the following is preferred:
  CAD software
  CAM software
  Nesting software
  CNC programming
  ERP or Manufacturing software
  Manufacturing Execution Systems (MES)
• Familiarity with manufacturing or sheet metal fabrication is preferred.
• Strong Microsoft Windows and Microsoft Office skills.
• Excellent written and verbal communication skills.
• Ability to remain calm and professional while solving customer issues.
• Valid driver's license.
• Ability to obtain and maintain a passport for occasional international travel.