Support Analyst, Services

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. Application Support Analyst 2
- Manage and track daily production problems and issues; responsible to ensure effective and timely resolution
- Adhere and assist in documenting and reviewing standing operating procedures (SOP)
- Identifying and prioritising issues and recommending technical solutions, often coordinating solutions with internal stakeholders
- Maintain excellent relationships through effective issue resolution within appropriate timeframes and proactive communication
- Report periodically to stakeholders to share information on progress, performance, receive feedback on service and satisfaction, and maintain customer relationships
- Support internal projects that support the Customer Service Strategy
- Monitor and manage all of Hexagon Safety & Infrastructure’s solutions
- Maintain system availability in a 24-hour, 7 days per week environment in line with contractual requirements
- Maintain the integrity of the system’s data
- Ensure that software consistency is maintained throughout the system’s environments
- Ensure that new products and new versions of existing products are tested and certified prior to introduction into the production environments
- In conjunction with Management, monitor the ongoing performance of all third-party maintenance providers to ensure contract commitments are met to the required standard
- Develop appropriate skills to enable the provision of preventative and remedial maintenance of all system components
- Develop and maintain working relationships within Hexagon Safety & Infrastructure and Hexagon Safety & Infrastructure’s customers with relevant management and staff
- Liaison with Hexagon Safety & Infrastructure technical resources on resolution of system and software issues
- Proactively implement changes, patches and other configuration changes to applications and OS etc
- Maintain system administration, system configuration, process, procedural and task documentation
- Work on tasks that form greater IT projects as required
- Following internal process and procedures for logging faults
- Proactively manage customer expectations when delivering services
- Ensure a delivery schedule is produced for all program of work
- Ensure appropriate backup of the environments is in place
- Ensure overall system architecture design is maintained
- Diagnose hardware and software problems and replace defective components
- Document processes and procedures

Education / Qualifications

Hexagon’s Safety, Infrastructure and Geospatial (SIG) division provides mission-critical and business-critical solutions to governments and service providers for smarter and safer communities, better public services, more reliable infrastructure, and improved resilience of vital services through patented leading location intelligence technology.

Hexagon’s Implementation team is responsible for providing technical subject-matter-expertise to enable design and delivery of Hexagon’s solutions to meet customer expectations and acceptance.

In this role, you will work on geographically dispersed technical projects in the Asia Pacific (APAC) region.

- Tertiary level qualifications in Computer Science or relevant
- 4+ years of relevant work experience
- Database Server management experience including troubleshooting, navigation and diagnosis
- Strength in IT support
- Demonstrated ability to manage multiple technical issues and associated tracking and communications
- Ability to communicate and relate to stakeholders with varying levels of technical skills and understanding
- Demonstrated time management and prioritisation skills to manage multiple requests with varying levels of importance and criticality
- Proven ability to work quickly and efficiently to meet deadlines
- Sound knowledge of networking protocols and security practicesApplication Support Analyst 3

POSITION SPECIFIC SKILLS AND COMPETENCIES

- Knowledge and understanding of the Public Safety industry
- Experience working in an IT Vendor - Service Management environment

SKILLS AND ABILITIES

- Technical competence in current market computing technologies
- Strong customer service focus and communication skills (written and verbal)
- Analytical approach to the solution of technical problems
- Ability to communicate issues and resolutions clearly
- Time management and prioritisation skills to manage multiple requests
- Technical competency with Windows and Microsoft products

About Hexagon

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.

Hexagon’s Safety, Infrastructure and Geospatial (SIG) division provides mission-critical and business-critical solutions to governments and service providers for smarter and safer communities, better public services, more reliable infrastructure, and improved resilience of vital services through patented leading location intelligence technology.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.

Everyone is welcome

At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all. Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.

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