Desktop Support Engineer

Date: Mar 27, 2024

Location: Vilnius, LT

Company: Bentley Systems

Desktop Support Engineer


Location: Vilnius, Lithuania Office-Based


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 1st 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.
  • Communication:
  • 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.
  • Projects:
  • 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.
  • 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.
  • Perform regular maintenance on Knowledge Base and incident management system to keep information current and accurate.
  • Minor 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.



What You Bring to The Team:

  • 2-5 years of PC support and maintenance
  • General knowledge of commonly used PC operating systems
  • ITIL foundations
  • Able to provide professional technical guidance to company employees regarding PC problems
  • User friendly communication, interpersonal, organizational and planning skills

What would make You stand out:

  • Experience with MAC and JAMF experience
  • Experience with International departments across an organization



What We Offer:

  • A great Team and culture – please see our Recruitment Video
  • Possibility to be a part of an amazing international team.
  • Valuable experience on latest technologies.
  • An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
  • Training and professional development opportunities (certifications programs, conferences and etc.).
  • Challenging and interesting tasks at work every day, opportunity to work with highly skilled professionals on next generation software.
  • Making a positive impact to the world by creating future infrastructure.
  • Work environment that suits concentration as well as teamwork.
  • Additional annual leave days and extra paid days for different occasions (marriage, moving day, bereavement leave and etc.).
  • Premium health insurance package and accidents insurance 24/7.
  • Referral program with bonus starting with 1500 Eur. Gross.
  • Seniority bonus.
  • Opportunity to join Bentley’s employee stock purchase plan.
  • Possibility to choose 3rd pillar pension coverage.
  • Extra paid day for volunteering in organization of your choice.
  • Talent’s recognition program.
  • Pet-friendly office.
  • Company’s social and team-building events.
  • Areas for leisure time (games tables, Xbox, library) in offices.


Please note if you are employed full-time salary for this position ranges from 2100 EUR gross/per month (before taxes).




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, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,000 colleagues generate annual revenues of more than $1 billion in 194 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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