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IT Help Desk Engineer II
Location:
Exton, PA
Description:
IT Help Desk Engineer II Location: Office :Based : Exton, Pennsylvania Position Summary: The IT Support team is dispersed into regional facilities around the globe. This is a global organization responsible for providing technical support to all Bentley colleagues for any IT incident, service request, or general question. The members of this team are responsible for establishing and communicating a consistent strategic direction and enforcing the IT policies. We will rely on you for the following: :Receive and record incoming incident calls, service requests, and solutions into the incident management system.:Answer, troubleshoot, research, and resolve incidents and service requests in accordance with Service Level Agreements, departmental goals, and individual performance targets.:Gather troubleshooting and problem:resolution information from other teams and document information in the appropriate department databases.:Perform in a second level role to provide problem resolution for higher complexity problems.:Validate and coordinate outage:related incidents and implement call avoidance measures.:Provide real:time and scheduled coaching of global Service Desk staff to increase consistency and accuracy of incident resolution and documentation.:Work within the Service Desk and other departments on improvement suggestions or requests for information from the Service Desk. Server/Network Tasks :Perform installation, troubleshooting, maintenance, and backup tasks on server:class hardware and software under direction.:Perform general network troubleshooting and assist with localized network tasks under direction. Communication :Interface with IT and business staff to enhance the quality and/or efficiency of the provided services.:Review changes and related communications to assess impact on user community. Projects :Participate and/or initiate projects designed to improve service to our customers, such as increasing first:call resolution rates or providing additional self:service tools.:Perform installations, configurations, and upgrade tasks that may require some research and analysis. Documentation :Assist with communication and documentation associated with changes for technical and non:technical audiences.:Acquire and maintain current knowledge of relevant information technology procedures, systems, and applications. Become a subject matter expert on various support areas. Maintain knowledge base and incident ticketing system.:Perform regular maintenance on the Knowledge Base and incident management system to keep information current and accurate. What You Bring to The Team :At least 4 years of IT support and maintenance:Technical diploma or Microsoft certificate preferred (such as MCDST):General knowledge of commonly used IT operating systems:2+ years of Incident ticket management experience:Able to provide professional technical guidance to company employees regarding PC problems:Excellent communication, interpersonal, organizational, and planning skills:The nature of the job may require considerable walking and lifting of objects weighing no more than 50LBs:Requires sitting or standing at will while performing work on a computer (or any other physical requirements). The role requires communication with managers, peers, and other colleagues of the company in person, and by utilizing Microsoft Teams chat, calling, and meeting functions. What We Offer: :A great Team and culture : please see ourRecruitment Video.:An exciting career as an integral part of a world:leading software company providing solutions for architecture, engineering, and construction.:Competitive Salary and benefits.:The opportunity to work within a global and diverse international team.:A supportive and collaborative environment.:
Industry:
Construction
Posted:
May 1 on Tip Top Job
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More About this Listing: IT Help Desk Engineer II
IT Help Desk Engineer II is a Customer Service Help Desk Job located in Exton PA. Find other listings like IT Help Desk Engineer II by searching Oodle for Customer Service Help Desk Jobs.
IT Help Desk Engineer II is a Customer Service Help Desk Job located in Exton PA. Find other listings like IT Help Desk Engineer II by searching Oodle for Customer Service Help Desk Jobs.