IT Support Specialist II

Technical Support Specialist II

Location: Dublin, Ireland (Office-based)   

Position Summary:

Join our global Support Services organization as a Technical Support Specialist II, where you will be a cornerstone of our IT operations in Dublin. In this role, you will provide expert technical support, ensuring our Bentley colleagues have the reliable technology and systems they need to deliver world-class solutions for global infrastructure. As the primary IT presence for the Dublin office, you will be a customer-obsessed individual dedicated to maintaining and elevating our service standards. Your work will directly impact colleague productivity and the overall success of our team.

Responsibilities:

• Provide exemplary "white-glove" technical support to internal colleagues and visiting executives, acting as the primary IT point of contact for the Dublin office.
• Offer expert technical support for all endpoint workstations (Windows, macOS, iOS), conference room technology (including Crestron and Teams Rooms), and Experience Center hardware.
• Manage and resolve incidents and service requests through ServiceNow, ensuring service level agreements (SLAs) and performance targets are consistently met.
• Act as the second-level escalation point for complex hardware issues, and handle the installation, troubleshooting, and maintenance of both hardware and software.
• Document all troubleshooting steps and problem resolutions in the department's knowledge base and record all incident solutions within ServiceNow.
• Collaborate with other business units and external vendors to improve service quality and participate in projects aimed at continuous service improvement.
• Research and recommend upgrades to enhance the colleague experience and work with the Client Configuration team to ensure necessary patching is completed.

Qualifications:

• A minimum of 5 years of relevant experience in an IT service and support role.
• In-depth knowledge of Windows 11, macOS, and iOS operating systems.
• Proficiency in supporting Microsoft Office 365 applications.
• A strong understanding of ITIL and ITSM principles.
• Exceptional communication, interpersonal, organizational, and planning skills.
• A proven ability to provide professional, clear, and patient technical guidance to colleagues.
• Self-motivated individual who can work independently and as part of a team.

It Would Be a Great Advantage If You Have:

• Prior hands-on support experience with conference room technology, such as Teams Meeting Rooms, Crestron systems, audio equipment, and cameras.
• Demonstrated experience with ServiceNow or a similar enterprise ITSM ticketing system.
• Experience troubleshooting complex endpoint hardware issues.

What We Offer

• A great Team and culture – please see our colleague video. 

• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.  

• An attractive salary and benefits package. 

• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups. 

• A company committed to making a real difference by advancing the world’s infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact. 

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About Bentley Systems

Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance. 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.

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