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Technical Support Engineer

Date: Jun 15, 2022

Location: Manila, PH

Company: Bentley Systems

Bentley is seeking candidates for Cloud Support Engineer positions. These positions will be part of a new team with a focus on 24/7 Managed Service Operations related monitoring and incident responses. The candidates should have Windows administration experience with an emphasis on diagnosing and troubleshooting incidents related to IIS and Azure platform. Familiarity with Windows Server running in a virtualized environment is expected. Knowledge of Bentley Applications and databases is preferred. Candidates must possess strong (English) written and oral communication skills and the proven ability to present technical information. The nature of this support role means that some out-of-hours, or shift, work required.

Job Responsibilities:

❖ Serve as the primary support liaison between the Customer and Bentley Systems in a 24 x 7 environment.
❖ 2nd/3rd Tier Application and Infrastructure Support responding to incident tickets
❖ Provide and deliver a high and consistent standard of customer service aligned with the contracted Service Level Agreements
❖ Monitor Application and system capacity and performance
❖ Ability to work tasks/assignments through a help system ticketing system
❖ Promote and maintain a high quality, professional, service-oriented company image for l Bentley customers.
❖ Work with the IT Team and Level 2 and 3 support teams to resolve all customer incidents and requests.
❖ Resolve and document all customer incidents and requests. Leverage the Bentley Service Management system for documenting all incidents and requests.
❖ Diagnose, troubleshoot, and resolve incidents following documented procedures and solutions.
❖ Meet and/or exceed industry best practices for First Call Resolution.
❖ Keep Customers informed of the progress of all escalated incidents and requests.
❖ Ensure all support documentation is updated in a timely fashion.
❖ Responsible for working with other’s in Technical Support, Development, Services or Sales organization to ensure that Customer incidents and requests are resolved and/or fulfilled within the specified Service Level Agreement.
❖ Solid troubleshooting skills
❖ Application deployment and maintenance projects
❖ Understand and document technical requirements from clients
❖ Set up process, services, and tools around cloud
❖ Leverage appropriate Azure services
❖ Validate the environment to meet all security and compliance control
❖ Administration of Bentley Applications would be an added advantage
❖ Supporting Bentley’s MANAGEServices Azure environment in a 24 X 7 environment with rotating shifts

Technical Skills Requirement:
❖ Excellent communication skills, verbal and written
❖ Strong customer service focus
❖ Excellent follow up and time management skills
❖ Overall 2-5 years of experience with minimum 1-2 years working in Azure Administration
❖ Excellent telephone and written communications

❖ Prepares system software installation by studying software capabilities and operations, including task scheduling, memory management, file system, and input and output requirements.

❖ Installs system software by loading software into the computer by automated scripts.
❖ Detects work stoppage or errors by conducting tests; monitoring output
❖ Good understanding of and experience in working on Microsoft Azure (IAAS)
❖ Deep understanding of IT Infrastructure and Networking
❖ Good understanding of Azure DevOps, CI/CD Pipelines
❖ Collaborate with internal and customers functional and technical teams to ensure Azure-based solutions are appropriately architected, engineered, tested, & deployed.
❖ Manage the Azure environment.
❖ Knowledge of deploying Web Apps/designing Databases
❖ Working knowledge of Microsoft SQL Server and/or IIS
❖ A clear understanding of Windows Server operating in a virtualized environment
❖ Relevant Azure certifications.

Educational Qualifications:
Bachelor’s degree in Information Technology (or related) OR minimum 2-3 years’ experience in IT with an emphasis in Azure, Windows Server, IIS or Database Administration OR experience in administering Bentley server products such as ProjectWise or eB.

Job Segment: Technical Support Engineer, Engineer, Engineering