- Provide technical diagnosis and resolution to reported issues regarding ProjectWise.
- Advise and educate users on accurate ProjectWise workflows.
- Properly escalate unresolved issues to the appropriate internal teams, acting as a liaison between users and Product Management/Development.
- Maintain accurate updated notes and details on user issues.
- Document software defects and create technical knowledge in the form of Knowledgebase Articles or Communities Posts.
- Communicate with team members regarding current/ongoing issues via daily scrum team calls.
- Work in a fast-paced environment while collaborating with internal and external stakeholders.
- Bachelor's Degree with atleast 2 years of experience in Product Technical Support and exposure to Global user interactions.
- Beginner to Intermediate knowledge of relational databases: Microsoft SQL Server or Oracle.
- Beginner to Intermediate knowledge of IIS (Internet Information Services),
- Intermediate knowledge of Networking (DNS, TCP\IP, FQDN, cluster environments)
- Intermediate knowledge of Windows Operating System (Server and Client) with respect to administration and debugging.
- Ability to ask targeted questions to understand product issues quickly and efficiently.
- Strong critical thinking/troubleshooting skills.
- Excellent written and verbal communication skills.
- A motivated self-starter with a "user first" approach and desire to solve problems.
- Professionalism, patience, friendliness, and clarity, when providing responses both Internally and Externally.
- Emotional intelligence when talking with users and the ability to methodically document information.
- Exposure to answering queries via a Customer Relationship Management (CRM) system and Public Community forums.
- Ability to work well with Global colleagues in a team environment.
- Ability to manage time effectively by, prioritizing, scheduling, and delegating tasks to ensure they are completed within expected timelines.
- Product knowledge of ProjectWise or similar Document Management Systems such as: SharePoint, Documentum, Vault, Aconex, etc.
- Prior experience with CAD Software Tools such as: MicroStation, AutoCAD, Revit, Civil 3D, etc.
- Review individual backlog and prioritize aged and escalated issues.
- Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem.
- Monitor the Team queue and select issues in the order of priority, impact, and duration.
- Update and follow-up with users via our web portal and phone system on existing issues.
- Engage on Team Scrum calls to discuss issues and liaison with the team.
- Adhere to Phone Queue Schedule and ensure phones are always manned and voicemails processed.
- Contribute to Bentley Communities to provide public information on product workflows and answer user queries.
- Update the Team Technical Knowledge Base and share updates with the team.
- Reoccurring Product training through internal Pathways, Wikis, videos etc.
- Communicate potential Defects/Enhancements to the Product Management/Development teams.
- Provide a handover of issues to other colleagues with appropriate documentation when required.
-
IT Support Engineer-l1
1 week ago
itfms Pune, India**Salary**: Up to ₹17,000.00 per month · Schedule: · - Day shift · Ability to commute/relocate: · - Pune, Maharashtra: Reliably commute or planning to relocate before starting work (required) · **Experience**: · - total work: 1 year (preferred) · **Speak with the employer** · ...
-
Support Engineer
1 week ago
Cloud Software Group Pune, India Full timeJob Description: · The Global Support organization at CSG provides technical Product Support services to our customers. As a member of this world-wide team, you will help debug and solve problems that may arise during the implementation of complex solutions by external and inter ...
-
Support Engineer
3 weeks ago
MICHELIN pune, IndiaSupport Engineer · KEY EXPECTED ACHIEVEMENTS · Incident Management : Urgency identification and priorityvalidation are done, technical and functional analysis isprovided, solutions are delivered to users, potentialworkarounds are communicated, incident status is updatedto use ...
-
Support Engineer
3 weeks ago
Acoustic pune, India Full timeOur Engineering Support team is an elite group of ~10 people located all over the globe. The team resolves about 200 tickets per month for clients and internal users. · Your Role: · You'll provide product and backend technical support using your proven technical expertise to a ...
-
Support Engineer
3 weeks ago
Ascent Intellimation pune, IndiaSupport Engineer · Ascent Intellimation - a thought leader in convergence of Information Technology (IT) and Operational Technology (OT). We are pioneers in development and deployment of Industrial IoT solutions using PlantConnect – our own IIoT platform. PlantConnect is a lead ...
-
Support Engineer
2 weeks ago
MICHELIN Pune, IndiaSupport Engineer · KEY EXPECTED ACHIEVEMENTS · Incident Management : Urgency identification and priorityvalidation are done, technical and functional analysis isprovided, solutions are delivered to users, potentialworkarounds are communicated, incident status is updatedto users ...
-
IT Support Engineer
3 weeks ago
Ridecell pune, IndiaAt Ridecell · Pune, India · Moving the world better – that's the backbone of everything we do. At Ridecell, we pride ourselves on helping the largest fleets in the world digitally transform their business operations to achieve their goals, no matter how big or adventurous. Our f ...
-
IT Support Engineer
1 week ago
ProPMO Services Private Limited Pune, India permanentJob Description : · IT Support Engineer Responsibilities : · - Installing and configuring client computer systems. · - Responding to client IT support requests. · - Meeting with clients to diagnose software, networking, or hardware issues. · - Providing technical support on-site ...
-
Support Engineer
2 weeks ago
valueaddsofttech Pune, IndiaRole: SupportEngineer. · Self motivated an independentthinker and driven to achieve success within a customer supportenvironment; and understands the importance of delivering value toour customers. · Experience: 35years experience in a similarrole. · Education: BE/BTech Degree i ...
-
Support Engineer
2 weeks ago
valueaddsofttech Pune, IndiaRole: Support Engineer.Self- motivated, an independent thinker and driven to achieve success within a customer support environment; and understands the importance of delivering value to our customers. · Experience: · 3-5 years' experience in a similar role.Education: BE/ BTech De ...
-
Support Engineer
1 week ago
Acoustic Pune, IndiaOur Engineering Support team is an elite group of ~10 people located all over the globe. The team resolves about 200 tickets per month for clients and internal users. · Your Role:You'll provide product and backend technical support using your proven technical expertise to analyze ...
-
Technical Support Engineer
3 weeks ago
Rocket Software pune, IndiaJob Description · Summary:The Technical Support Engineer assists Rocket customers with complex questions and problems regarding the installation, setup, configuration and functionality of Rocket Software products. The Engineer will troubleshoot reported symptoms to aid in the r ...
-
Technical Support Engineer
5 days ago
Ansys Pune, IndiaRequisition #: 14578 · Our Mission: Powering Innovation That Drives Human Advancement · When visionary companies need to know how their world-changing ideas will perform, they close the gap between design and reality with Ansys simulation. For more than 50 years, Ansys softwa ...
-
production support engineer
2 days ago
Coforge Ltd. Pune, IndiaWe need Production Support Engineers Knowledge of SQL: Joins, group by, stored procedures, functions, data filtering and sorting, aggregate functions, subqueries. Java 1.8, Spring boot, Tomcat: Understanding for production support. Familiarity with Splunk, Kibana tools for log an ...
-
Technical Support Engineer
1 week ago
Ansys Pune, IndiaSummary / Role Purpose · Join the Ansys Customer Excellence team to support our customers on all the aspects of their real-world engineering simulation projects and integration of Ansys software in their design workflows and grow Ansys' business. You will use advanced-level eng ...
-
Technical Support Engineer
1 week ago
Mphasis Pune, India Full timeJob Description · Role: L2 Technical Support Engineer · Who are we looking for? · Level 2 Technical Support Engineer · Years of experience needed – 0 - 2 years. · Technical Skills: · Hands-on experience with Windows /Mac OS environments · Excellent problem-solving and comm ...
-
Technical Support Engineer
3 weeks ago
Knorex pune, IndiaAbout Knorex · Established in 2010, Knorex is a cutting-edge advertising technology MNC with offices across USA, Australia, China, Singapore, Vietnam, India, Thailand and Malaysia. Knorex provides Precision Performance Marketing products and solutions to the world's leading bra ...
-
Technical Support Engineer
4 weeks ago
Braves Technologies Pune, IndiaOur Company: · Founded in 2003, Braves Technologies is helping global technology companies incubate their dedicated offshore software development teams in India. For the past 15+ years, Braves has been building Software Engineering, Game Development, and Customer Success teams fo ...
-
Cloud Support Engineer
1 week ago
Aricent Pune, India Full timeProfile : Cloud Support Engineer (E0) · Job Description : · Roles & Responsibilities : · - Should have hands-on experience with Linux and Windows OS setup. · - Should be familiar with monitoring tools Cloud watch and other cloud tools etc. · - Familiarity with other AWS services ...
-
Technical Support Engineer
3 weeks ago
SailPoint pune, India Full timeThis position (part of our Technical Support Team) works directly with Customer and SailPoint field personnel to identify, troubleshoot, and resolve technical problems directly or in conjunction with our engineering teams. · Responsibilities: · Provide technical support to Sai ...
Technical Support Engineer - Pune, India - Bentley Systems
Description
Position Summary
:Bentley Systems is seeking a talented individual to become a valued member of our Product Support team as a Technical Support Engineer (TSE). The role requires providing technical assistance to our users, via our web-portal and phone system, for a mission-critical Document Management Product. This is a hands-on position that interfaces with our users, Development team, Professional Services colleagues, and the Sales department.
Responsibilities
Qualifications:
Though not required, these are some good skills to have:
Daily Activities/Tasks:
About Bentley Systems:
Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world's infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent's software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems' 5,000 colleagues generate annual revenues of more than $1 billion in 194 countries.
