Job Title : Level 1 Remote/Local Desktop Support Engineer
Location : Mexico City, Mexico
Company : Altair Engineering
Salary :
Open Date : 2023-05-01
Close Date : 2023-09-01

Job Summary :

This role will include first-line ticketing and call resolution on a local and remote basis, and members of the level 1 team will be users’ first point of contact.

The role includes providing support to Altair colleagues by responding to all incoming incidents and services requests for PC’s , software, laptops, mobile devices, and other IT services.

Level 1 responsibility is broad, ranging from ticket creating and maintenance, through troubleshooting and into break / fix support on PC hardware, printers, mobile devices etc.

Reporting locally to the one of three regional IT Operations Directors, The global L1 team will also be supported by a skilled global team of L2 / L3 specialists who are also Altair colleagues.

Working as a global team and escalation to the appropriate specialists is an important aspect of the role.

What You Will Do :

• User contact and ticketing
• Triage and prioritization of incidents and requests
• Escalation of more complex need to L2 and specialist teams
• Diagnosis, troubleshooting and resolution of :
• Build and delivery of machines for new users / replacements for existing users
• New user induction and task checklist
• Update and maintenance of knowledgebase tickets and CMDB / asset management information
• User education (standard software, IT workflows etc.)
• Assisting the global infrastructure team with local incidents and project work (e.g., as remote hands’)
• Participation in team project planning and reviews for relevant local and global initiatives

What You Will Need : Basics :

Basics :

• No less than 3 years experience in desktop support
• Both remote and local desktop support experience this is a mixed role.
• Desktop / Laptop hardware break / fix skills
• Strong written and spoken English
• Strong written and spoken local language
• Strongly pro-active communication skills Altair thrives on open communication and discussion.
• Familiarity with ITSM concepts and processes
• ITIL Foundation level is strongly preferred
• Experience with desktop administration of Windows and Mac
• Exposure to Linux is advantageous

Preferred :

• Desktop -level Microsoft 365 support experience (Outlook, office apps etc.)
• Familiarity with Microsoft Teams
• Exposure to automated OS and software deployment and patching systems is preferred
• Experience with highly technical users is strongly preferred
• Exposure to environments such as software development, mechanical engineering and HPC is considered very advantageous

How You Will Be Successful :

• Envision the Future
• Communicate Honestly and Broadly
• Seek Technology and Business Firsts
• Embrace Diversity and Take Risks

What We Offer :

• 75% vacation bonus
• 1 month of Aguinaldo (Christmas bonus).
• 12 days’ vacation
• SGMM - major medical insurance
• Life insurance
• Dental insurance
• Savings fund
• Food vouchers
• Employee Stock Purchase Program
• Work-life Balance

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