• Monitoring, troubleshooting and maintaining network infrastructure • Configuring network devices per group IT standards • Ensuring network performance and reliability • Handling network security tasks, including firewall management and intrusion detection/prevention • Setup and Support for Windows server • Installation, configuration and patch management of Windows server environments • Troubleshooting issues to windows operation systems and applications • Managing Active Directory, Group policy and other related services • Administration of Linux servers (Red Hat Enterprise Linux 9.x) • Setup and hardening of Linux VM • Configuration security updates and patch management • Troubleshooting issues in the Linux environment • Monitoring and optimizing server performance and uptime

• Perform technical triage on EASY system applications to diagnose the root cause of issues and identify or implement resolutions within established Service Level Agreements • Monitor the production performance of back-end processes, mitigate program failures, and escalate major system issues to other support teams • Monitor and maintain the EASY Workload Automation Tool to support the timely processing of financial transactions • Use CA Workload Automation AutoSys to create, schedule, and monitor back-end applications for transactional processing • Access the EASY system code base and databases to investigate program failures • Serve as a support specialist and liaison between Systems Application Support and EASY development teams, reporting software defects and communicating their severity and impact • Communicate production issues and risks that require development team support to repair or mitigate • Respond to service ticket requests from business users, system developers, and clients for the setup, monitoring, or execution of back-end EASY applications • Advise on and lead strategic initiatives to mitigate back-end application issues and identify opportunities for process automation • Coordinate production processes and present automation opportunities to developers on the team • Work independently with moderate latitude for actions and decisions that are not reviewed • Assist less senior team members with decision-making and override decisions when necessary for the benefit of the organization • Work closely with counterparts in Bangalore to maintain clear communication regarding issues, processes, and status • Advise the manager on the status of initiatives • Work an alternate schedule when required to maintain production continuity • Perform other duties as assigned.

• Engage with local support teams during pre-installation phase as a consultant to design the integration of the solution with the local infrastructure and answer all IT related questions. • Ensure systems are setup for remote diagnostics and health monitoring • Engage with the development and operations organization to provide recommendations to manuals, training and customer facing material. • Perform automated deployments through the use of configuration management technology; • Provide support to the installations within the SLA as agreed using our processes. • Conduct detailed troubleshooting and analysis of system or SW and infrastructure problems that affect reliability, performance, etc. of our delivered systems. • Support factory and development teams with first deployments, installs and upgrades of newly introduced systems and modules to ensure accurate working order.

Role Description As a Technical Support Specialist, you will engage with customers to resolve technical support issues related to their Autodesk design software and workflows. You will be working individually on cases or with other technical support team members to research and resolve our customer’s support requests. - Provide technical support expertise to ATG USA's clients for Autodesk Products, BIM360, Autodesk Construction Cloud, Bluebeam, and DiRoots Tools. - Represent ATG USA professionally when interacting with customers and partners. - Utilize software and equipment needed, including Computer, Phone system, Zendesk, CRM, Google Search, Basic Autodesk Software, AKN, Autodesk Partner Portal, Basic Microsoft Office products, and Online Remote Session Software. - Maintain knowledge of commonly used concepts, practices, and procedures of the products supported. - Monitor existing case load and look for new or existing cases assigned. - Respond to all customers about their case in a timely manner according to support time guidelines. - Engage with customers via phone, email, and interactive online remote sessions to resolve technical support issues. - Document all case interactions in Zendesk, including emails and phone conversations. - Promote the Customer Satisfaction Survey to encourage honest feedback. - Assist fellow teammates and co-workers to promote team building and learning. - May be required to travel. Qualifications - Familiar with Autodesk's core AEC software products such as Revit, AutoCAD, Civil 3D. - Experience with other Autodesk AEC collections is a plus. - Commitment to providing excellent customer service. - Ability to multitask in time-sensitive situations. - Ability to identify, research, troubleshoot, and resolve technical support problems. - Excellent teamwork skills and a core sense of accountability. - Some knowledge of basic hardware requirements, installations, software setup, cloud products, and network services is a plus. Requirements - 3+ years of experience working within Autodesk software. - Self-motivated, well-organized, and great at multi-tasking. - Strong communication skills on the phone and via email. - Ability to troubleshoot issues and research possible solutions. Benefits - Multiple medical plan options plus dental and vision coverage. - On-demand support and mental health/wellness resources via Bennie. - Health Savings Account (HSA) and Flexible Spending Account (FSA) options. - 401(k) with up to 4% company match after 90 days. - Voluntary life, AD&D, supplemental health coverage, and disability protection. - 3 weeks of PTO, paid holidays, and your birthday off. - 2 paid volunteer days each year. - Professional development reimbursement and access to GreaterU. - Four weeks of paid sabbatical after six years. - Discounts on lifestyle perks via the Bennie Marketplace.