{"id":1567727,"url":"https://alion.io/job/hcltech-technical-support-specialist","title":"Technical Support Specialist","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false},{"name":"HPC","optional":true},{"name":"ITIL","optional":true},{"name":"MATLAB","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-10-01T06:19:46Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-01T17:25:48Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\nThe 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.\nKey Responsibilities\nCAE Application Support\nProvide Level 1 and Level 2 support for CAE applications and engineering software.\nSupport installation, configuration, testing, and maintenance of CAE tools and related software.\nTroubleshoot application performance, licensing, connectivity, and user access issues.\nAssist engineering users with software usability, workflows, and technical issues.\nCoordinate with software vendors and internal teams to resolve complex technical problems.\nDocument known issues, workarounds, and standard operating procedures.\nTicket Management & Service Delivery\nManage incidents, service requests, and problem tickets through the IT Service Management (ITSM) platform.\nMonitor ticket queues and ensure compliance with Service Level Agreements (SLAs).\nPrioritize tickets based on business impact and urgency.\nProvide timely communication and status updates to end users and stakeholders.\nEscalate unresolved issues to appropriate support teams while maintaining ownership through closure.\nAnalyze ticket trends and recommend continuous improvement opportunities.\nTechnical Troubleshooting\nDiagnose and resolve hardware, software, network, and application-related issues.\nPerform root cause analysis for recurring incidents.\nTroubleshoot Windows workstations, virtual environments, licensing servers, and engineering infrastructure.\nSupport user authentication, permissions, and access management.\nCollaborate with infrastructure teams to resolve server, storage, cloud, and network-related issues.\nValidate fixes and ensure successful resolution before ticket closure.\nUser Support & Customer Service\nDeliver excellent customer service and technical assistance to engineering users.\nConduct user training and knowledge-sharing sessions when needed.\nCreate and maintain support documentation and knowledge base articles.\nGather user feedback to improve support services and processes.\nReporting & Process Improvement\nGenerate ticket metrics and support performance reports.\nIdentify recurring issues and propose preventive solutions.\nSupport IT governance, change management, and operational best practices.\nParticipate in service reviews and continuous improvement initiatives.\nSkill Requirements\nRequired Qualifications\nBachelor's degree in Information Technology, Computer Science, Engineering, or related field, or equivalent experience.\n3+ years of experience in IT support, help desk, application support, or engineering systems support.\nExperience with ticket management systems such as ServiceNow, Jira Service Management, or similar platforms.\nStrong troubleshooting and problem-solving skills.\nExperience supporting Windows environments and enterprise applications.\nAbility to manage multiple priorities in a fast-paced environment.\nExcellent verbal and written communication skills.\nPreferred Qualifications\nExperience supporting CAE applications such as Ansys, Abaqus, MSC Nastran, HyperWorks, STAR-CCM+, COMSOL, MATLAB, or similar tools.\nKnowledge of HPC clusters, simulation environments, and engineering workflows.\nExperience with software license management (FlexLM/FlexNet or equivalent).\nFamiliarity with PLM platforms such as Teamcenter or 3DEXPERIENCE.\nUnderstanding of cloud-based engineering environments and virtualization technologies.\nITIL Foundation certification or equivalent.\nExperience with scripting and automation (PowerShell, Python, Bash).\nKey Competencies\nTechnical troubleshooting\nIncident and problem management\nCustomer service orientation\nAnalytical thinking\nCommunication and collaboration\nRoot cause analysis\nProcess improvement\nDocumentation and knowledge management\nTime management and prioritization\nOther Requirements","description_format":"text","description_chars":4261,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-01T06:19:46Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":18,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-10-01T18:33:48Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-technical-support-specialist","json_url":"https://alion.io/job/hcltech-technical-support-specialist.json","meta":{"generated_at":"2026-10-01T18:33:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":901,"day_limit":5000,"remaining_today":4099,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}