Technical Support Engineer
Bentley Systems
- Ciudad de México
- Permanente
- Tiempo completo
- 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.
- Knowledge/experience in Client/Server applications and architecture
- 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) .
- ALIM\eB experience
- Familiarity with databases, SQL Server, and SQL Stored Procedures
- Familiarity with IIS web server
- Windows and Azure Server technology
- Knowledge off Enterprise asset management (EAM) - the management of the maintenance of Physical assets / Tags of an organization throughout each asset's lifecycle.
- Knowledge off Building Information Management (BIM) - The generation and management of digital representations of physical and functional characteristics of places, including Digital Twin concept.
- Will be and advance Configuration Management (CMII) - An enterprise-wide approach to change control and best practices.
- 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 communication (M2M), and the internet of things (IoT).