Technical support Engineer

Position Summary:

Bentley Systems is seeking a talented individual to become a valued member of the AssetWise team as a Technical Support Engineer. The AssetWise team is responsible for ongoing support, problem solving, knowledge transfer and updating of the knowledge sharing database of the ALIM (eB) Bentley’s Product. 

The AssetWise support team interacts with end-users, professional Services, Product Development and Project teams. This is a hands-on position that will interface with ALIM product users via phone, e-mail, and support portal.

Your Day-to-Day:

• Providing timely responses to Users for technical issues via emails, web, and phone for one product line
• Managing client inquiries and accurately documenting incidents via an online case management tool & knowledge base
• Performing troubleshooting to diagnose the root cause and resolve the issue quickly and effectively.
• Performing testing to ensure that the solution was successful.
• Escalating more complex issues when needed

• Improving front-end troubleshooting skills while learning to understand (and addressing) the needs of the user's business. This can include working through the LEARN Server, and other self-led training material from the Bentley-provided training portals.
• Staying up to date with primary products and knowledge of the base functionality of adjacent products
• Create clear and accurate contributions to Bentley Community forum posts, knowledge base articles, and wikis that accurately reflect the use of the product.
• Different working times may be available - Bentley aims to have support colleagues around the globe to avoid shifts being required.
• Learning to work collaboratively on a team and communicate in meetings.

• Proactively asks questions and reaches out for help when needs assistance.
• Knowledge/experience in Client/Server applications and architecture

What You Bring to The Team:

• Bachelor’s degree in mechanical engineering, Production Engineering, Computer Engineering, or equivalent experience
• A "user first" attitude and desire to help solve problems.
• 2-6 years of related experience
• Strong communication skills, both written and verbal
• Fluent in English
• Skill development ability for delivery of support including business software applications.
• Ability to ask open-ended questions and active listening.
• Critical thinking skills
• Ability to work in a global, multicultural environment.
• Multi-skilled: Voice, Email, and Chat Support
• Proficiency in documenting accurately and troubleshooting steps (tests and configurations changes) and results.
• Strong problem-solving skills and ability to address issues as they arise.
• Strong customer service skills for both internal and external customers (patience, friendliness, and explaining clearly and concisely) .
• ALIM\eB experience
• Familiarity with databases, SQL Server, and SQL Stored Procedures
• Familiarity with IIS web server
• Windows and Azure Server technology
• Knowledge off Enterprise asset management (EAM) - the management of the maintenance of Physical assets / Tags of an organization throughout each asset's lifecycle.
• Knowledge off Building Information Management (BIM) - The generation and management of digital representations of physical and functional characteristics of places, including Digital Twin concept.
• Will be and advance Configuration Management (CMII) - An enterprise-wide approach to change control and best practices.
• Fourth Industrial Revolution, 4IR, or Industry 4.0 - ongoing automation of traditional manufacturing and industrial practices, using modern smart technology, large-scale machine-to-machine communication (M2M), and the internet of things (IoT).