Technical Support EngineerBentley Systems

Bentley Systems is seeking a talented individual to become a full-time Technical Support Engineer for our AssetWise product line. AssetWise focuses on the Performance, Maintenance, and Reliability of large infrastructure, with typical business users in the Oil, Gas, Transportation (Road & Rail), and Utility industries. Support for these companies is normally a Business-to-Business (B2B) model with a successful candidate working with teams to collect information, build a test environment then replicate the issue to troubleshoot and find a resolution.
What You Bring to The Team:
Bachelor's degree in Mechanical Engineering, Production Engineering, Computer Engineering, or equivalent experience
A "user first" attitude and desire to help solve problems
2-6 years of related experience
Strong communication skills, both written and verbal
Fluent in English
Skill development ability for delivery of support including business software applications
Ability to ask open-ended questions and active listening
Critical thinking skills
Ability to work in a global, multicultural environment
Multi-skilled: Voice, Email, and Chat Support
Proficiency in documenting accurately and troubleshooting steps (tests and configurations changes) and results
Strong problem-solving skills and ability to address issues as they arise
Strong customer service skills for both internal and external customers (patience, friendliness, and explaining clearly and concisely)
Trained on workstation computers
Knowledge of the following technologies is a positive:
Familiarity with databases, SQL Server and Azure SQL
Familiarity with IIS web server
Windows and Azure Server technology
Knowledge of the following practices is a positive:
Fourth Industrial Revolution, 4IR, or Industry 4.0 - ongoing automation of traditional manufacturing and industrial practices, using modern smart technology, large-scale machine-to-machine
Enterprise Asset Management (EAM) - the management of the maintenance of physical assets of an organization throughout each asset's lifecycle.
Computerized Maintenance Management System (CMMS) are found in manufacturing, oil and gas production, power generation, construction, transportation, and other industries where physical infrastructure is critical.
Work Order Management / Preventive Maintenance
Your Day-to-Day:
Providing timely responses to Users for technical issues via emails, web, and phone for one product line
Managing client inquiries and accurately documenting incidents via an online case management tool & knowledge base
Performing troubleshooting to diagnose the root cause and resolve the issue quickly and effectively
Performing testing to ensure that the solution was successful
Escalating more complex issues when needed
Improving front-end troubleshooting skills while learning to understand (and addressing) the needs of the user's business. This can include working through the LEARN Server, and other self-led training material from the Bentley-provided training portals
Staying up to date with primary products and knowledge of the base functionality of adjacent products
Create clear and accurate contributions to Bentley Community forum posts, knowledge base articles, and wikis that accurately reflect the use of the product
Different working times may be available - Bentley aims to have support colleagues around the globe to avoid shifts being required
Learning to work collaboratively on a team and communicate in meetings
Proactively asks questions and reaches out for help when needs assistance
Bentley Systems

Manila City, Metro Manila
Permanent
Full-time