Job Description

Key Duties:

• Field, diagnose, and troubleshoot incoming customer requests, and incidents via phone and email.
• Provide timely completion of requests and resolution of problems or escalation of those that cannot be handled directly to appropriate application owner.
• Provide 3rd line of assistance to application users via, phone, email, and Teams.
• Assist CDE Services such as ProjectWise and BIM suites.
• Provide assistance and troubleshooting related to Project Applications used throughout Mott Macdonald. Some applications are, but not limited to: Autodesk applications like AutoCAD, Revit, AutoCAD Civil 3D, Infraworks and Bentley applications like Open Buildings Designer, Navigator, AECOsim, MicroStation.
• Prioritizing, escalating, and tracking incidents as needed.
• Documenting all assisting interactions within the ticketing system.
• Proactively problem solving – regularly evaluating the current state of the application, identifying aspects which could be improved and recommend changes.
• Ensure Knowledge based articles are created and maintained to the correct technical standard.
• Autodesk BIM 360 knowledge is a additional advantage.

Candidate Specification
Formal Education & Certification:

• A relevant degree or equivalent is essential - BE/B Tech/MCA from a reputed institute.
• ITIL V3 foundation is desirable.

Essential:

• Knowledge of standard software used in engineering design and how they inter-relate/interact with other programs and peripherals.
• Experience delivering technical help in an engineering environment using Autodesk and Bentley products.
• Experience of using Powershell.

Desirable:

• Experience in providing assistance for Bentley / Autodesk products.
• Knowledge of functionality of products.
• Formal accreditation in ITIL v3 or other best practice framework.

Personal Attributes:

• Excellent English communication skills – verbal and written.
• Excellent people's skills.
• A motivated team player to work as part of the team to meet deadlines.
• Better logical, evaluation, and problem-solving abilities.
• Logical and systematic approach to problem solving and finding solutions.
• Ability to multi-task and prioritize when under pressure with proven track record in achieving SLAs.

Work Pattern:

• Rotational shift operations to assist global business.

Job Profile
Mott MacDonald’s support services are the driving force behind our organisation enabling us to run efficiently and effectively.
The team works collaboratively to offer specialist advice, best practice and technology to all areas of our business specifically designed for our global reach.

The application process
Read the information provided and if it sounds like the right role for you please apply online as soon as possible. Our online application process takes about 10 minutes and you'll need to upload your CV/resume. You have the option to upload a cover letter – to help explain why you're interested in applying for this role. The application deadline is xxxxx when applications will be reviewed by the team to shortlist for interviews, which will be held in xxxxx.

Benefits
We can offer:

• Pension matched up to 7%
• Competitive annual leave and the option to purchase additional annual leave
• An annual professional institution subscription
• Life insurance
• Enhanced parental leave
• Annual company performance bonus scheme – Subject to company performance
• Flexible benefits scheme to suit you, including cycle to work & Interest free season ticket loans etc.

Other Information
Equality, diversity and inclusion
We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.

If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments to enable you to apply or attend an interview, please contact us at reasonable.adjustments@mottmac.com and we will talk to you about how we can assist.

Agile working
At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments. We embrace agility, flexibility and trust.

More about Mott MacDonald
We’re a global engineering, management and development consultancy.
Our purpose is to improve society by considering social outcomes in everything we do, relentlessly focusing on excellence and digital innovation, transforming our clients’ businesses, our communities and employee opportunities.
A fundamental part of this is respecting each person’s differences and striving to meet their needs.
Our values: progress, respect, integrity, drive, excellence