Location: London, United Kingdom (Office based)
Position Summary:
The Workplace Services organization, Support Services is comprised of a global team, dispersed to regional sites. This global organization is responsible for providing 3rd level of technical support to all Bentley colleagues for any IT incident, service request, or general questions but also provides Infrastructure support for the assigned region to include various offices in the EMEA, Asia, or Americas region assigned to an Experience center. The members of this team are responsible for establishing and communicating a consistent service and support to the colleagues within the region.
We will rely on you for the following:
Providing customer focused VIP Level Support of our Colleagues and Customers when necessary Answer, troubleshoot, research, and resolve incidents and service requests in accordance with Service Level Agreements, departmental goals, and individual performance targets. Provide Technical support of Conference rooms and Experience Center hardware, to potentially include screen, sound, light and associated hardware. Gather troubleshooting and problem-resolution information from other teams and document information in the appropriate department knowledgebase. Contribute to Knowledge base to drive First Call resolution to our Global Service Desk. Provide ad-hoc support for newly received escalations. When required, record the incoming incidents, service requests, and solutions into the ITSM system. Troubleshoot Experience center equipment when necessary to avoid “show” interruptions. This may include weekly PM Checks
Meeting room and Experience Center Tasks:
Perform IT Support, guidance and best practices during events in our experience center. Recommend upgrades or enhancements to current technology to aid in our “customer experience” Testing and general maintenance of all AV equipment; to include Troubleshooting, Testing and Maintenance to ensure AV equipment is always in working order. This may also include standard meeting rooms, large format video displays, video processing, audio systems and various other AV production equipment.
End User Hardware/Server/Network Tasks:
Provide support for End User Hardware such as Laptops, Monitors, and associated peripherals. Work in conjunction with IT Asset Management team to deploy and recover assets. 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. Ensure necessary patching and maintenance is being performed in conjunction with our Client Configuration team
Communication:
Interface with IT and business staff to enhance the quality and/or efficiency of the provided services.
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 IT service and support experience. Knowledge of Device as a Service. Experience with lighting, audio equipment, and large format displays. Practical Experience with Conference room technology such as Logi, Crestron, etc. Knowledge of Teams Meeting room Technology. Knowledge of Windows and MacOS operating systems. Advanced knowledge a plus. Proven communication, interpersonal, organizational, and planning skills.
Knowledge of ITIL and ITSM Principles.
What We Offer:
A great Team and culture – please see our Recruitment Video. An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction. Competitive Salary and benefits. The opportunity to work within a global and diverse international team. A supportive and collaborative environment. Colleague Recognition Awards.
About Bentley Systems:
<span style="font-family:"Calibri",sans-serif">Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.
www.bentley.com
Equal Opportunity Employer:
Bentley is proud to be an equal opportunity employer and considers 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.