IT Technical Support Specialist II (3rd line)
Role details
Job location
Tech stack
Job description
Join our global Support Services organization as an IT Support Specialist II where you will be a key member of our team, providing third-level technical support to our Bentley colleagues. You will deliver crucial IT infrastructure and AV support for our Americas region, with a focus on our state-of-the-art Philadelphia Experience Center. We are looking for a customer-focused individual to maintain and enhance our IT service standards and support our colleagues in the Philadelphia office.
Responsibilities
-
Provide exemplary white-glove 3rd line technical support to both internal colleagues and visiting customers.
-
Perform daily and weekly preventative maintenance to test and troubleshoot all Experience Center, conference rooms, and collaboration spaces equipment (llighting, audio, camera equipment and large format displays), ensuring seamless meeting experiences
-
Offer comprehensive technical support for endpoint workstations, conference rooms and Experience Center hardware, including screens, cameras, sound systems, and related software.
-
Manage and resolve incidents and service requests through our ticketing system, ensuring service level agreements and performance targets are met.
-
Document troubleshooting information and problem resolutions in the department's knowledge base and record all incident solutions in our ticketing system.
-
Act as second-level support to resolve complex colleague hardware issues, and handle the installation, troubleshooting, and maintenance of hardware and software.
-
Research and recommend upgrades to improve colleague experience, perform network troubleshooting, and ensure necessary patching is completed with the Client Configuration team.
-
Collaborate with other business units and external vendors to improve service quality and participate in projects aimed at service improvement.
Requirements
-
5 + years of relevant experience in IT service and support up to 3rd line
-
Prior support experience with conference room technology, Crestron, audio equipment and cameras would be a distinct advantage, as would troubleshooting complex endpoint hardware issues
-
Familiarity with Teams Meeting Room technology.
-
Proficiency in supporting Office 365 applications.
-
In-depth knowledge of Windows 11, iOS, and macOS.
-
Exceptional communication, interpersonal, organizational, and planning skills.
-
A solid understanding of ITIL and ITSM principles (experience with ServiceNow is a plus).
-
The ability to provide professional and clear technical guidance to employees.
Benefits & conditions
We believe that a great workplace inspires great work. Our Philadelphia office is more than just a building; it's a hub for innovation designed for a modern, dynamic workforce.
-
A Developer's Playground: We've built an environment where our technical talent can thrive.
-
Unwind and Recharge: Crush your high score in our fully equipped game room or break a sweat in the state-of-the-art on-site fitness center.
-
An Energetic Atmosphere: Join a young, vibrant culture where ideas flow freely; collaboration is constant, and passion for technology connects us all.
What We Offer
-
A great Team and culture - please see our colleague video.
-
An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.
-
An attractive salary and benefits package.
-
A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.
-
A company committed to making a real difference by advancing the world's infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact.
