Help Desk Technician

Bystronic Inc.; Hoffman Estates (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

Bystronic Inc. in the United States is seeking a Helpdesk Technician to provide technical support for BySoft Suite, including CAD, CAM, Nesting, MES and ERP workflows in metal fabrication.

The role emphasizes strong problem-solving and customer service as you troubleshoot software and assist with installation and licensing. You will document issues, collaborate with product teams, and may travel up to 25% for training or projects.

Qualifications

• Associate's or Bachelor's degree in Engineering Technology or Manufacturing Technology.
• Experience with CAD/CAM, nesting, CNC programming, ERP or MES software.
• Strong written and verbal communication skills and customer service mindset.

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 Level III technicians when appropriate.
• Assist customers with software installation, updates, configuration, and licensing.
• Document customer issues and resolutions per established support procedures.
• Travel up to 25% for customer support, training, or special projects.

Skills

Analytical thinking

Troubleshooting

CAD/CAM

Customer support

ERP software

CNC programming

Education

Engineering Technology degree

Manufacturing Technology degree

Tools

CAD software

CAM software

Nesting software

ERP software

Job 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.

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.