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Desktop & AV Support Engineer

Date: Jan 17, 2023

Location: London, GB, EC3V 0BG

Company: Bentley Systems

Infrastructure Support Engineer




Location: London Office



Position Summary:

The Global IT Service Delivery organization, Colleagues Services is comprised of a global team, dispersed to regional facilities. This is a global organization responsible for providing 3rd level of technical support to all Bentley colleagues for any IT incident, service request, or general question but also provides Infrastructure support for various offices in the EMEA region. The members of this team are responsible for establishing and communicating a consistent strategic direction and enforcing the IT policies.



We will rely on you for the following:

  • Receive and record incoming incident calls, service requests, and solutions into the incident management system.
  • Answer, troubleshoot, research, and resolve incidents and service requests in accordance with Service Level Agreements, departmental goals, and individual performance targets.
  • Gather troubleshooting and problem-resolution information from other teams and document information in the appropriate department databases.
  • Perform in a second-level role to provide problem resolution for higher complexity problems.
  • Validate and coordinate outage-related incidents and implement call avoidance measures.
  • Provide real-time and scheduled coaching of global Service Desk staff to increase consistency and accuracy of incident resolution and documentation.
  • Work within Service Desk and other departments on improvement suggestions or requests for information from the Service Desk.


AV and event Tasks

·             Perform guidance, troubleshooting and maintenance tasks on AV and conference equipment in our experience center

·             Perform Support, guidance and best practices during events in our experience center.

Server/Network Tasks:

  • 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.


  • Interface with IT and business staff to enhance the quality and/or efficiency of the provided services.
  • Review changes and related communications to assess the impact on the user community.


  • 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.


  • 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.



Minimum Qualifications:

  • 5+ years of relevant PC support and maintenance experience.
  • General knowledge of commonly used PC operating systems.
  • Able to provide professional technical guidance to company employees regarding PC problems.
  • Excellent communication, interpersonal, organizational, and planning skills.
  • Knowledge of ITIL Foundation.
  • Project execution and large implementation experience




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.









About Bentley Systems

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 include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, Seequent's leading geoprofessional software portfolio, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,500 colleagues and generates annual revenues of approximately $1 billion in 186 countries.


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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