Application Support Analyst

Overview
Application Support Analyst at Hexagon Safety, Infrastructure & Geospatial
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 relationships through effective issue resolution within timeframes and proactive communication
Report to stakeholders on progress, performance, feedback on service and satisfaction, and maintain customer relationships
Support internal projects that support the Customer Service Strategy
Monitor and manage Hexagon Safety & Infrastructure's solutions
Maintain system availability in a 24/7 environment in line with contractual requirements
Maintain the integrity of the system's data
Ensure software consistency across environments
Ensure new products and versions are tested and certified before production
Monitor third-party maintenance providers to meet contract commitments
Develop skills to enable preventative and remedial maintenance of all system components
Develop and maintain working relationships within Hexagon Safety & Infrastructure and with customers
Liaise with technical resources on resolution of system and software issues
Proactively implement changes, patches and other configuration changes to applications and OS
Maintain system administration, configuration, process, documentation and task records
Work on tasks that form part of larger IT projects as required
Follow internal processes for logging faults
Proactively manage customer expectations when delivering services
Ensure a delivery schedule is produced for the program of work
Ensure appropriate backups of environments are in place
Maintain overall system architecture design
Diagnose hardware and software problems and replace defective components
Document processes and procedures
Education / Qualification
Tertiary level qualifications in Computer Science or related field; 4+ years of relevant work experience; Database server management experience including troubleshooting, navigation and diagnosis; strong IT support skills; ability to manage multiple technical issues and associated tracking and communication; ability to communicate with stakeholders with varying levels of technical skill; strong time management and prioritisation skills; proven ability to work quickly to meet deadlines; sound knowledge of networking protocols and security practices; experience with Application Support analysis
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 solving 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
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology
Industries
Software Development
#J-18808-Ljbffr