Position Summary:  The Global IT Service Delivery organization, Colleagues Services is comprised of a global team, dispersed to regional facilities. This is a global organization responsible for providing 3rd level technical support to all Bentley colleagues for any IT incident, service request, general question but also provide Infrastructure support for various offices in the EMEA region. The members of this team are responsible for establishing and communicating a consistent strategic direction and enforcing the IT policies.

 

Your Day-to-Day:

• 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.
• Validate and coordinate outage-related incidents and implement 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 the impact on the 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 in 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.

 

What You Bring to The Team:

• 5+ years of relevant PC support and maintenance experience.
• General knowledge of commonly used PC operating systems.
• Able to provide professional technical guidance to company employees regarding PC problems.
• Knowledge of ITIL Foundation.
• Project execution and large implementation experience.
• Excellent communication, interpersonal, organizational, and planning skills.
• Must be able to lift objects weighing no more than 20 kg.

 

What You’ll Get:

• Challenging and interesting tasks at work every day, opportunity to work with highly skilled professionals on next generation software. 
• Valuable experience on latest technologies. 
• Training and professional development opportunities (certifications programs, conferences and etc.).
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
• Work environment that suits concentration as well as teamwork.
• Possibility to be a part of an amazing international team. 
• Making a positive impact to the world by creating future infrastructure.
• Premium health insurance package and accidents insurance 24/7.
• Talent’s recognition program.
• Seniority bonus.
• Opportunity to join Bentley’s employee stock purchase plan.
• Possibility to choose 3rd pillar pension coverage.
• Extra paid day for volunteering in organisation of your choice.
• Additional annual leave days and extra paid days for different occasions (marriage, moving day, bereavement leave and etc.).
• Referral program with bonus starting with 1000 Eur. Gross.
• Ability where to work from: office or home.
• Team’s and company’s social events.
• Areas for leisure time (games tables, Xbox, library) in offices.
• Pet-friendly office.

 

Please note if you are employed full-time salary for this position ranges from 2600 EUR gross (before taxes).
 
Equal Opportunity Employer. We are proud to be an equal opportunity employer and consider for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.

 

#LI-LM1