About Bentley Systems

Bentley Systems is the leading global provider of software solutions to engineers, architects, geospatial professionals, constructors, and owner-operators for the design, construction, and operations of infrastructure, including public works, utilities, industrial plants, and digital cities. Bentley’s MicroStation-based open modeling applications, and its open simulation applications, accelerate design integration; its ProjectWise and SYNCHRO offerings accelerate project delivery; and its AssetWise offerings accelerate asset and network performance. Spanning infrastructure engineering, Bentley’s iTwin Services are fundamentally advancing BIM and GIS to 4D digital twins.

 

Bentley Systems employs more than 3,500 colleagues, generates annual revenues of $700 million in 170 countries, and has invested more than $1 billion in research, development, and acquisitions since 2014. From inception in 1984, the company has remained majority-owned by its five founding Bentley brothers.

 

Overview:

The IT Support team is dispersed into regional facilities around the globe. This is a global organization responsible for providing technical support to all Bentley colleagues for any IT incident, service request, or general question. The members of this team are responsible for establishing and communicating a consistent strategic direction and enforcing the IT policies.

 

Responsibilities:

Service Desk

• Receive and record incoming incident calls, service requests, and solutions into the incident management system.
• Answer, troubleshoot, research, and resolve incidents and service requests in accordance with Service Level Agreements, departmental goals, and individual performance targets.
• Gather troubleshooting and problem resolution information from other teams and documents information in the appropriate department databases.
• Perform in a second level role to provide problem resolution for higher complexity problems.
• Replace memory, RAM, hard drives, etc. in desktop and laptop PCs.
• Install AV devices.
• Troubleshoot conferencing software and conferencing AV hardware issues.
• Validate and coordinate outage-related incidents and implementing call avoidance measures.
• Provide real-time and scheduled coaching of global Service Desk staff to increase consistency and accuracy of incident resolution and documentation.
• Work within Service Desk and other departments on improvement suggestions or requests for information from the Service Desk.

Server/Network Tasks

• Perform installation, troubleshooting, maintenance and backup tasks on server-class hardware and software under direction.
• Perform general network troubleshooting and assist with localized network tasks under direction.

Communication

• Interface with IT and business staff to enhance the quality and/or efficiency of the provided services.
• Review changes and related communications to assess impact on user community.

Projects

• Participate and/or initiate projects designed to improve service to our customers, such as increasing first call resolution rates or providing additional self service tools.
• Perform installations, configurations and upgrade tasks that may require some research and analysis.

Documentation

• Assist with communication and documentation associated with changes for technical and non-technical audiences.
• Acquire and maintain current knowledge of relevant information technology procedures, systems and applications. Become a subject matter expert on various support areas. Maintain knowledge base and incident ticketing system.
• Perform regular maintenance on Knowledge Base and incident management system to keep information current and accurate.

 

Qualifications:

• At least 4-5 years of IT support and maintenance experience
• Technical diploma or Microsoft certificate preferred (such as MCDST)
• General knowledge of commonly used IT operating systems
• Able to provide professional technical guidance to company employees regarding PC problems
• Knowledge/experience with the internal desktop and laptop components
• Excellent communication, interpersonal, organizational and planning skills
• Nature of job may require considerable walking and lifting objects weighing no more than 50LBs
• Support knowledge of Office 365 Apps
• 2+ years Incident ticket management experience

Equal Opportunity Employer/Minorities/Females/Veterans/Disabled Bentley is an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, sex, disability, protected veteran status, religion, national origin, age or any other protected characteristic.  Additional information about your rights as an applicant under the law may be found by clicking here and here.   Bentley participates in e-Verify / Bentley participa en e-Verify   Right to Work / Derecho a Trabajar We encourage you to request a reasonable accommodation  if you are not able to fully use or access our online application system.   You can make an accommodation request by calling 610-458-5000  or sending us an email at disabilityrequest@bentley.com.    Search Firm Disclosure: Please be aware Bentley is not accepting unsolicited assistance from search firms for this employment opportunity. This includes any phone calls or emails. All resumes submitted by search firms to any employee at Bentley via-email, the Internet (including social media) or in any form and/or method for this specific position in the absence of a written recruiting agreement executed by both you and/or your firm and Bentley will be deemed the sole property of Bentley and no fee will be paid in the event the candidate is hired by Bentley.