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Infrastructure Support Engineer

Date: Jan 11, 2022

Location: Pune, IN, 411028

Company: Bentley Systems




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 technical support to all Bentley colleagues for any IT incident, service request, general question but also provide Infrastructure support for various office in the EMEA/ASIA region. The members of this team are responsible for establishing and communicating a consistent strategic direction and enforcing the IT policies


Your Day-to-Day:

  • 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 documents 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 implementing 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.

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 impact on 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 on 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.


What You Bring to The Team:

  • 5-8 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
  • Knowledge of ITIL Foundation
  • Project execution and large implementation experience
  • Excellent communication, interpersonal, organizational and planning skills
  • Nature of job may require considerable walking
  • Must be able to lift objects weighing no more than 50LBs
  • Operates under moderate supervision
  • Professional behavior appropriate to an office environment


What We Offer:

  • An exciting career as an integral part of a world-leading professional services organization that provides solutions for architecture, engineering and construction.
  • A great team and culture.
  • Competitive salary and benefits.
  • The opportunity to work within a global and diversely international team.
  • A supportive and collaborative environment.


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 annualized revenues of more than $800 million in 172 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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