Support Analyst

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Overview

Role: Support Analyst at Hexagon Asset Lifecycle Intelligence. The position focuses on maintaining and supporting environments, handling incidents, and delivering high-quality IT service and customer support within Hexagon's Safety, Infrastructure and Geospatial (SIG) division.

Responsibilities

• Maintain and support existing environments (software, network configurations and application software, computer systems, services, LAN/WAN, databases)
• Record all calls and emails into tracking system for reporting purposes
• Maintain an excellent customer satisfaction standard
• Train and share knowledge with others
• Triage errors and conduct code level troubleshooting
• Manage and track daily production problems and issues; ensure effective and timely resolution
• Adhere to and assist in documenting and reviewing standing operating procedures (SOP)
• Identify and prioritise issues and recommend technical solutions, coordinating with internal stakeholders
• Maintain excellent relationships through effective issue resolution within appropriate timeframes and proactive communication
• Report periodically to stakeholders on progress, performance, service quality and satisfaction; collect feedback
• Support internal projects that align with the Customer Service Strategy
• Monitor and manage Hexagon Safety & Infrastructure's solutions; maintain system availability (24/7) in line with contractual requirements
• Maintain the integrity of the system's data and ensure software consistency across environments
• Test and certify new products and new versions before production deployment
• Collaborate with management to monitor third-party maintenance providers and contract commitments
• Develop skills to enable preventative and remedial maintenance of system components
• Build and maintain relationships within Hexagon and with customers
• Liaise with technical resources to resolve system and software issues
• Proactively implement changes, patches and configuration updates to applications and operating systems
• Maintain system administration, configuration, process, and procedural documentation
• Participate in IT projects as needed and follow internal processes for logging faults
• Proactively manage customer expectations when delivering services
• Produce delivery schedules for programs of work and ensure appropriate backups
• Maintain overall system architecture design
• Diagnose hardware and software problems and replace defective components

Qualifications

• Tertiary level qualifications in Computer Science or relevant field
• 4+ years of relevant work experience
• Database Server management experience including troubleshooting and diagnosis
• Strong IT support skills and ability to manage multiple technical issues
• Ability to communicate with stakeholders of varying technical levels
• Demonstrated time management and prioritisation skills to handle multiple requests
• Proven ability to work quickly and meet deadlines
• Solid knowledge of networking protocols and security practices
• Strong Oracle and SQL database skills
• Experience in a Public Safety industry context is advantageous

About Hexagon

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies to boost efficiency, productivity, quality and safety across various sectors.

Position Details

• Seniority level: Mid-Senior level
• Employment type: Contract
• Job function: Information Technology
• Industries: Software Development

Location: Melbourne, Victoria, Australia

Salary: A$75,000.00–A$85,000.00 per year (illustrative range from listing)

Equality and Inclusion

Everyone is welcome. Hexagon embraces diversity and is committed to equal opportunities and an inclusive environment. Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.

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