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Technical Support Engineer

Date: Nov 24, 2021

Location: Krakow, PL, 30-150

Company: Bentley Systems

Working on our support group, you will be responsible for taking and logging calls via phone, email and via the support portal. We resolve problems and assist with queries from all levels of users – from new users to experienced administrators. Full training in the Support role and our software will be provided.

 

This role would be ideal for an engineering or computer science graduate looking to build a career in IT.

 

Your Day-to-Day:

 

  • Provide friendly and efficient support – including providing advice - to clients and colleagues
  • Log all incoming support requests and decide how to manage them
  • Take responsibility for the resolution of problems, even if you cannot resolve the problem without assistance.
  • Obtain a precise description of the problem and the circumstances under which it occurs
  • From the details you obtained, reproduce the problem
  • Based on an in-depth understanding of our software, be able to solve many support requests directly
  • For bugs or unexpected behavior, find previous occurrences of this problem or identify it as new – pass to Development
  • Devise a workaround until a permanent solution is found
  • Analyze and investigate complex issues either until they are resolved or require to be escalated
  • Maintain accurate records of all calls, emails, and discussions
  • Consult with colleagues, where required, to obtain an appropriate resolution to calls
  • Liaise with the client, informing them of progress and/ or requesting further information as necessary
  • Provide feedback on product enhancements to the Product Team

 

What You Bring to The Team:

 

  • Excellent communication skills, both written and verbal, are essential
    • Ability to explain complex concepts clearly and succinctly
  • Logical and good at problem-solving – ability to investigate problems
    • A good degree in a science or computing-based subject is preferred as it demonstrates the logical thinking and problem-solving skills which we need.
  • Experience of a help-desk environment is not required but beneficial
  • General Skills
    • Good knowledge of Microsoft Office products, particularly Microsoft Outlook is expected
    • Able to prioritize and manage several tasks at once
    • Well-organized and thorough
    • Good level of English (speak, write, listen)
  • Experience
    • At least 1 years’ experience of working in an office environment would be highly beneficial
    • Experience of a range of software applications would be advantageous
    • Some programming experience may be useful

 

What We Offer:

 

  • A great Team and culture
  • 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 diversely international team.
  • A supportive and collaborative environment.
  • Colleague Recognition Awards.

 

 

Who We Are:

 

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, and industrial facilities. Our offerings include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,000 colleagues and generates annual revenues of more than $800 million in 172 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.


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