Technical Support Engineer

2 weeks ago Be among the first 25 applicants

plays an important role in supporting end users by solving their technical issues, thereby enabling successful user outcomes through a proactive, services-based business model that is in alignment with users? needs.
Responsibilities

• Care about users and focus on making sure Bentley products can support business success with great quality service in resolving issues.
• Answering user technical support requests by telephone, e-mail, and web portals.
• Perform software troubleshooting techniques, responsible for appropriate referral to other support and quality assurance areas such as filing bug and enhancements requests when technical issues are found.
• Resolving users
• questions or problems in the areas of installation, configuration, and product functionality.
• Serving as primary support liaison between Bentley Systems and users for urgent issues.
• Keeping users informed of how and when problems are resolved.
• Build strong relationships with users to become a trusted advisor.
• Document processes and procedures in the form of knowledge-based articles and Technical Papers.
• Report Defects found during Support to L3 team / to Product Vendor. Help in Coordination with Vendor.
  

• Experience in technical support and exposure to global user interaction.
• A "user first " approach and strong critical thinking with a desire to solve problems with excellent troubleshooting skills.
• Experience with CAD, modeling, or rendering software is required.
• Fluent French language skills with the ability to convey complex technical details.
• Additionally, knowledge of English language skill will be preferred.
• Engineering background, experience with Plant Design,
• Building Information Management, or Road Design and Modeling preferred.
• Ability to resolve technical issues via telephone, online forums, and e-mail.
• Excellent written and oral communication as well as strong user-facing skills.
• A good level of technical knowledge in the Windows operating systems and Microsoft Office.
• Ability to understand the users environment to offer the most effective workflow.
• Self-motivated and proactive, possessing a strong desire to learn. Important Assets:
• Exposure to commercially available tools regarding Help Desk Support
• Prior experience with CAD Software products; MicroStation, AutoCAD, Civil 3D, Revit, ProjectWise
• BIM modelling or 3D Design / Fusion software
• API Programming skills
• SQL Scripting or other experience using the Structured Query Language
• CAD Administrator role, being able to manage multiple systems and solutions

• Seniority level Mid-Senior level

• Employment type Contract

• Job function Information Technology
• Industries IT Services and IT Consulting

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