AV IT Support Specialist II

AV IT Support Specialist II

Location: Office-based, Philadelphia, PA

Position Summary: 

The Workplace Services organization, Support Services, is comprised of a global team, dispersed to regional sites. This global organization is responsible for providing 3rd level of technical support to all Bentley colleagues for any IT incident, service request, or general questions but also provides Infrastructure support for the assigned region to include various offices in the EMEA, Asia, or Americas region assigned to an Experience center. The members of this team are responsible for establishing and communicating a consistent service and supporting colleagues within the Philadelphia Office. 

Responsibilities: 

• Providing exemplary customer-focused VIP Level White Glove Support to our Colleagues and Customers when necessary  
•  Troubleshoot & test Experience center equipment to avoid meeting interruptions. This will include daily and weekly PM Checks.
• Provide Technical support of Conference rooms and Experience Center hardware, to include screen, camera, sound, light and associated hardware/software.  

• Utilizing our ITSM tool; Answer, troubleshooting, research, and resolving 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 knowledgebase. 

• Provide ad-hoc support for newly received local escalations. When required, record the incoming incidents, service requests, and solutions into the ITSM system. 

Meeting room and Experience Center Tasks 

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

• Recommend upgrades or enhancements to current technology to aid in our “customer experience”
• Testing and general maintenance of all AV equipment; to include Troubleshooting, Testing and Maintenance to ensure AV equipment is always in working order. This may also include standard meeting rooms, large format video displays, video processing, audio systems and various other AV production equipment.

End User Hardware/Server/Network Tasks

• Function in a second-level support role to resolve higher complexity problems.

• Provide local support for End User Hardware such as Laptops, Monitors, and associated peripherals.
• Performs installation, troubleshooting, maintenance, and backup tasks on end-user class hardware and software with limited. 

• Perform general network troubleshooting and assist with localized network tasks under direction. 
• Ensure necessary patching and maintenance is being performed in conjunction with our Client Configuration team

• Advise colleagues on the appropriate technology to facilitate the successful completion of their job roles.
• Acquire and maintain current knowledge of relevant information technology procedures, systems, and applications. Become a subject matter expert in various support areas and maintain the knowledge base and incident ticketing system.

Communication 

• Interface with IT and business staff to enhance the quality and/or efficiency of the services provided. 
• Coordinate with external vendors to ensure feature enhancements and/or SLAs are met.

Projects

• Participate and/or initiate projects designed to improve service to our customers, such as improving site technology related to the Philadelphia Experience Center.
• Perform installations, configurations, and upgrade tasks that may require some research and analysis. 

Documentation

• 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. 
• This is a full-time role expected to work 40 hours per week, office-based in Philadelphia, PA.
• Requires sitting or standing at will while performing work on a computer (or any other physical requirements). The role requires communication with managers, peers, and other colleagues of the company in person (on occasion), and by utilizing Microsoft Teams chat, calling, and meeting functions.
• Travel for this role is up to 5%, and this role will be located in Exton, PA, until the Philadelphia office opens.

 Qualifications: 

• 5-7 years of relevant IT service and support experience. 
• Experience with production A/V equipment (lighting, audio equipment, camera equipment, Dante, NDI, and large format displays).  
• Practical Experience with Conference room technology such as Logi, Crestron, etc.
• Knowledge of Teams Meeting room Technology.
• Support knowledge of Office 365 Apps
• Support knowledge of Windows 11, iOS & MacOS

• Proven communication, interpersonal, organizational, and planning skills. 

• Knowledge of ITIL and ITSM Principles. 
• Ability to provide professional technical guidance to company employees regarding PC problems.

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

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 an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, pregnancy, protected veteran status, religion, national origin, age, genetic information or any other protected characteristic.  This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. Know Your Rights as an applicant under the law.

Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination

Bentley participates in e-Verify / Bentley participate in e-Verify / Right to Work Notice

Request an Accommodation:

As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system.   You can make an accommodation request by calling 610-458-5000 or sending us an email at disabilityrequest@bentley.com