IT Support Specialist - Level 2 (Engineering Applications) - EN/GCC

Act as the pivotal link between the service desk and service owners/experts for engineering applications (CAD, EAI, EDM, GIS). The Level 2 IT Support Specialist ensures escalated issues are resolved efficiently, knowledge is shared and improved, resources are optimized, and performance is tracked and reported to enable seamless support and continuous improvement across the organization.

Key Responsibilities

• Serve as the main point of contact for tickets escalated by the service desk that cannot be resolved at Level 1.

• Analyze, resolve, or escalate issues appropriately, providing clear guidance and actionable solutions to the service desk.

• Share and update relevant documentation and knowledge articles to empower Level 1 support and improve first-contact resolution rates.

• Identify and redirect tickets that are incomplete, lack essential information, or fall outside the engineering domain, providing feedback to the service desk for process improvement.

• Collaborate closely with service owners and subject matter experts (based in France) to:

• Ensure effective handling of complex escalations.

• Create, review, and maintain knowledge base articles and technical documentation.

• Update and maintain the inventory of engineering applications and related assets.

• Support license management and cost optimization initiatives.

• Facilitate communication and knowledge transfer between the service desk and service owners/experts, ensuring alignment and continuous improvement.

• Participate in application upgrades, patches, and configuration changes as needed.

• Ensure compliance with IT policies, security standards, and data protection requirements.

• Prepare and update weekly performance reports on incident tickets, service requests, escalations, and key performance indicators (KPIs) compared to objectives, enabling the team manager to take appropriate actions when needed.

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.

• Proven experience in IT support for engineering applications (such as CAD, EAI, EDM, GIS), with a strong understanding of the specific needs, constraints, and priorities of engineering teams.

• 3+ years of experience in IT support,with engineering and technical applications.

• Experience supporting in at least one of the following: CAD, EAI, EDM, or GIS applications.

• Hands-on experience with engineering applications such as AutoCAD, SolidWorks, CATIA (for CAD); middleware or integration tools (for EAI); EDM systems (e.g., OpenText, SharePoint); GIS platforms (e.g., ArcGIS, QGIS).

• Strong troubleshooting and analytical skills.

• Knowledge of Windows and/or Linux operating systems.

• Basic scripting or automation skills (PowerShell, Python, etc.) is a plus.

• Experience with ITSM tools and reporting/analytics for KPI tracking.

English: Excellent verbal and written communication skills (required).

Behaviors

• Excellent communication and interpersonal skills, with the ability to work effectively in an international team.

• Strong problem-solving abilities.

• Ability to provide clear written instructions and constructive feedback.

• Customer-oriented mindset, with sensitivity to the unique requirements of engineering users.

• Team player, able to collaborate across functions and with experts.

• Proactive and organized, with a continuous improvement mindset.

• Strong attention to detail and ability to deliver accurate performance reports.