**IT Support Specialist II** **Location:** Hybrid Sao Paulo / Brazil **Position Summary:** The Global IT Service Delivery organization, Colleagues Services is comprised of a global team, dispersed to regional facilities. This is a global organization responsible for providing 3rd level technical support to all Bentley colleagues for any IT incident, service request, or general question but also provides Infrastructure support for various offices in the South America region. The members of this team are responsible for establishing and communicating a consistent strategic direction and enforcing the IT policies. **Your Day-to-Day:** + 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 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 the impact on the 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 in various support areas. Maintain knowledge base and incident ticketing system. + Perform regular maintenance on Knowledge Base and incident management system to keep information current and accurate. **What You Bring to The Team:** + 4+ years of relevant PC support and maintenance experience. + General knowledge of commonly used PC operating systems. + Able to provide professional technical guidance to company employees regarding PC problems. + Knowledge of ITIL Foundation. + Project lead or participaition experience. + Excellent communication, interpersonal, organizational, and planning skills. + Must be able to lift objects weighing no more than 20 kg. **What We Offer:** + A great Team and culture – please see our Recruitment Video. (https://www.youtube.com/watch?v=epJImnDsbYE&feature=youtu.be) + 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 diversely international team. + A supportive and collaborative environment. + Colleague Recognition Awards. \#LI-Remote #LI-RV **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’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries. www.bentley.com **Equal Opportunity Employer:** Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications. Equal Opportunity Employer/Minorities/Females/Veterans/Disabled