Technical Support EngineerBentley Systems

-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.
Tiptopjob

Manila City, Metro Manila
Permanent
Full-time