IT Support Specialist II

• Provide exemplary "white-glove" technical support to internal colleagues and visiting executives, acting as the primary IT point of contact for the Dublin office.
• Offer expert technical support for all endpoint workstations (Windows, macOS, iOS), conference room technology (including Crestron and Teams Rooms), and Experience Center hardware.
• Manage and resolve incidents and service requests through ServiceNow, ensuring service level agreements (SLAs) and performance targets are consistently met.
• Act as the second-level escalation point for complex hardware issues, and handle the installation, troubleshooting, and maintenance of both hardware and software.
• Document all troubleshooting steps and problem resolutions in the department's knowledge base and record all incident solutions within ServiceNow.
• Collaborate with other business units and external vendors to improve service quality and participate in projects aimed at continuous service improvement.
• Research and recommend upgrades to enhance the colleague experience and work with the Client Configuration team to ensure necessary patching is completed.

• A minimum of 5 years of relevant experience in an IT service and support role.
• In-depth knowledge of Windows 11, macOS, and iOS operating systems.
• Proficiency in supporting Microsoft Office 365 applications.
• A strong understanding of ITIL and ITSM principles.
• Exceptional communication, interpersonal, organizational, and planning skills.
• A proven ability to provide professional, clear, and patient technical guidance to colleagues.
• Self-motivated individual who can work independently and as part of a team.

• Prior hands-on support experience with conference room technology, such as Teams Meeting Rooms, Crestron systems, audio equipment, and cameras.
• Demonstrated experience with ServiceNow or a similar enterprise ITSM ticketing system.
• Experience troubleshooting complex endpoint hardware issues.

• A great Team and culture - please see our

• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this

• 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

Bentley Systems