CAE IT Support

Client: Honda • Location: Union, OH • Onsite Experience: 12+ Years • Work Authorization: W2 ONLY

Responsibilities

• CAE Application Support 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.
• Ticket Management & Service Delivery 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).
• Escalate unresolved issues to appropriate support teams while maintaining ownership through closure.
• Analyze ticket trends and recommend continuous improvement opportunities.
• Technical Troubleshooting 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.
• User Support & Customer Service 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.
• Reporting & Process Improvement 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.

Requirements

• 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.