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Technical Support Engineer

Date: Aug 3, 2022

Location: Manila, PH

Company: Bentley Systems

Job Description:

  • Bentley Systems is seeking a talented individual to become a valued member of our Product Support team as a Technical Support Engineer. 
  • This is a position within our ProjectWise Product Support Team in Philippines.
  • As part of the team; the technical support engineer is responsible for providing technical assistance on the Product to our users via phone (inbound/outbound), e-mail, and web-portal. 
  • This is a hands-on position that will interface with our users as well as our development, professional services, and sales departments. 
  • The position is responsible for problem analysis, documentation, resolution and escalation involving Bentley’s supported products.

 

Responsibilities

  • Provide users with troubleshooting and technical assistance for ProjectWise Product functionality/features via e-mail, Service Requests, phone (inbound/outbound) and web-portal (Bentley Communities.)
  • Advise and educate users on accurate usage of the Product and address specific use cases reported on the Service Requests.
  • Work in a fast paced environment while collaborating with internal and external stakeholders.
  • Act as a liaison between users and Product Management/Development.
  • Research and identify solutions to ProjectWise Product functionality/features.
  • Ask users targeted questions to quickly understand the root of the problem
  • Maintain accurate notes and details on user support requests.
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Communicate with team members regarding current/ongoing issues via daily scrum calls.
  • Document software problem defects for review and take corrective actions.
  • Document technical knowledge in the form of Knowledgebase Articles or Communities Posts.
  • Meet with internal Bentley teams to provide the users’ perspective on our products and services.

 

Qualifications:

  • A Bachelor’s Degree with 3 -5 years of experience in technical support and exposure to global user interaction.
  • Must have Beginning to intermediate knowledge of relational databases: Microsoft SQL Server or Oracle.
  • Beginning to intermediate knowledge of IIS (Internet Information Services),
  • Must have Intermediate knowledge of Networking (DNS, TCP\IP, FQDN, cluster environments)
  • Must have Intermediate knowledge of Windows Operating System (Server and client) with respect to administration and debugging.
  • Possess excellent written and verbal communication skills.
  • A "user first" approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills.
  • Internal and External Communication to be handled with patience, friendliness, and clarity
  • Emotional intelligence when talking with users and the ability to document in a methodical manner
  • Exposure to answering queries via Service Requests and Communities forum posts.
  • Ability to work well with Global colleagues to help address user issues.
  • Ability to manage time effectively by delegating, prioritizing and scheduling tasks to ensure they are completed in the expected timelines.
  • Experience working in different shifts; including but not limited to Evening / Night Shifts to support our Global Userbase.
  • A motivated self-starter with the ability to work independently and in a team.

Pluses: Though not mandatory, however some good To have skills would be:

  • Product knowledge of ProjectWise or similar document management systems such as SharePoint, Documentum, Vault, Aconex will be considered.
  • Prior experience with CAD Software Tools like MicroStation, AutoCAD, Revit, Civil 3D, will be an asset.

 

 

Daily Activities/Tasks:

  • Review individual Service Request Backlog and prioritize Aged and Escalated Requests.
  • Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem.
  • Monitor the Team Service Request Queue and pick issues in the order of priority, impact and age of the Service Request.
  • Update and follow-up with users over the phone/email on existing Requests.
  • Engage on Team Scrum calls to discuss issues and liaison with the team
  • Adhere to Phone Queue Schedule and ensure phones are always manned and voicemails processed.
  • Contribute to Bentley Communities and answer user queries.
  • Update the Team Technical Knowledge Base and share updates with the team.
  • Upskill on Product Knowledge by focusing on a new topic every week. Consume Training through internal Pathways, Wikis, videos etc.
  • Channelize potential Defects/Enhancements to the Product Management/Development teams.
  • Provide a handover to the next shift with appropriate documentation.


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