Technical Support Specialist
HCL Technologies Limited
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Benefits offered by this job
Job summary
HCLTech is seeking a CAE IT Support & Ticket Management Specialist to provide Level 1–2 support for CAE applications, engineering software, and related infrastructure. This role acts as the primary contact for incidents, requests, and problem resolution across engineering and IT teams.
You will troubleshoot hardware, software, and network issues, manage tickets in ITSM, and contribute to knowledge base creation and process improvements.
Qualifications
- Bachelor's degree or equivalent in IT, CS, engineering, or related field.
- 3+ years in IT support, help desk, application support, or engineering systems support.
- Experience with ticket management systems (ServiceNow, Jira Service Management or similar).
- Strong troubleshooting and problem-solving skills.
- Experience supporting Windows environments and enterprise applications.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent verbal and written communication skills.
Responsibilities
- Provide Level 1 and Level 2 support for CAE applications and engineering software.
- Assist with installation, configuration, testing, and maintenance of CAE tools.
- Troubleshoot performance, licensing, connectivity, and access issues.
- Coordinate with vendors and internal teams to resolve problems.
- Document known issues, workarounds, and SOPs.
- Manage incidents and service requests through ITSM platform.
- Monitor SLAs and prioritize tickets by impact and urgency.
- Escalate unresolved issues while owning them through closure.
Skills
Education
Tools
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.
- 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.
- 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.
- Strong troubleshooting and problem-solving skills.
- Experience supporting Windows environments and enterprise applications.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent verbal and written communication skills.
- Experience supporting CAE applications such as Ansys, Abaqus, MSC Nastran, HyperWorks, STAR-CCM+, COMSOL, MATLAB, or similar tools.
- Knowledge of HPC clusters, simulation environments, and engineering workflows.
- Experience with software license management (FlexLM/FlexNet or equivalent).
- Familiarity with PLM platforms such as Teamcenter or 3DEXPERIENCE.
- Understanding of cloud-based engineering environments and virtualization technologies.
- ITIL Foundation certification or equivalent.
- Experience with scripting and automation (PowerShell, Python, Bash).
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.
HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.
A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies.
- medical
- dental
- vision
- pharmacy
- life
- accidental death & dismemberment
- disability insurance
- employee assistance program
- 401(k) retirement plan
- 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
- 10 paid holidays per year
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