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Career Opportunities: Technical Support Engineer (53966)

Remote: 
Full Remote
Contract: 
Experience: 
Mid-level (2-5 years)
Work from: 

Offer summary

Qualifications:

Experience in technical support., Bachelor's Degree in a technical discipline., Excellent written and verbal communication skills., Technical acumen and critical thinking abilities., Knowledge of databases, IIS, networking..

Key responsabilities:

  • Provide technical diagnosis and resolution to issues.
  • Advise users on Bentley Products workflows.
  • Update users on resolution progress timely.
  • Document and monitor software defects.
  • Create technical knowledge base articles.
Bentley Systems logo
Bentley Systems Computer Software / SaaS Large https://www.bentley.com/
1001 - 5000 Employees
See more Bentley Systems offers

Job description

 

Technical Support Engineer 

  

Location: Australia (Hybrid or Remote) 

  

Position Summary: 

Are you ready to start a new journey with a team of energized professionals advancing and connecting the world’s infrastructure? Bentley is looking for a Technical Support Engineer (TSE) to join a talented team of our Product Support that are providing technical assistance to our users, via our web-portal and phone system, for a mission-critical Document Management Product. This is a hands-on position that interfaces with our users, Development team, Professional Services colleagues, and the Sales department. 

We will rely on you for the following: 

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    Care about our users and focused on making sure our products can support their success. 

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    Provide technical diagnosis and resolution to reported issues regarding specific Bentley Products. 

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    Advise and educate users on accurate Bentley Products workflows. 

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    Accurately and timely update providing clear information on resolution progress. 

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    Proactively drive resolution of cases collaborating with internal and external stakeholders. 

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    Document and monitor software defects 

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    Create technical knowledge in the form of Knowledgebase Articles or Communities Posts. 

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    Communicate with team members regarding current/ongoing issues via daily scrum team calls. 

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    Building strong relationships with users to become a “trusted advisor”. 

 What You Bring to The Team: 

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    Experience in technical support and exposure to global user interaction. 

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    Bachelor’s Degree, preferably in a technical discipline. 

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    A "user first" approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills. 

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    Professionalism, patience and empathy. 

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    Excellent written and oral communication as well as strong user facing skills. 

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    Technical acumen with ability to convey complex technical details and adapt the language to users and stakeholders. 

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    Adaptability and passion to learn. 

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    Ability to ask targeted questions to understand product issues quickly and efficiently. 

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    Emotional intelligence when talking with users and the ability to methodically document information. 

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    Ability to work well with Global colleagues in a team environment. 

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    Ability to manage time effectively by, prioritizing, scheduling, and delegating tasks to ensure they are completed within expected timelines. 

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    Can do attitude, wanting to be part of the solution. 

 

Key Technical Assets: 

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    Knowledge of relational databases: Microsoft SQL Server or Oracle. 

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    Knowledge of IIS (Internet Information Services). 

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    Knowledge / Exposure to Engineering and Project controls. 

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    Knowledge of Networking (DNS, TCP\IP, FQDN, cluster environments). 

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    Knowledge of Windows Operating System (Server and Client) with respect to administration and debugging. 

 

Other Important Assets: 

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    Exposure to answering queries via a Customer Relationship Management (CRM) system and Public Community forums. 

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    Exposure to coding language. 

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    Exposure to Bentley ProjectWise and/or Synchro products 

 

What We Offer: 

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    A great Team and culture – please see our Recruitment Video

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    An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction. 

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    Competitive Salary and benefits. 

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    The opportunity to work within a global and diverse international team. 

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    A supportive and collaborative environment. 

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    Colleague Recognition Awards. 

 

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Computer Software / SaaS
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Technical Acumen
  • Empathy
  • Professionalism
  • Teamwork
  • Adaptability
  • Time Management
  • Critical Thinking
  • Verbal Communication Skills
  • Relationship Building
  • Troubleshooting (Problem Solving)
  • Problem Solving

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