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Technical Application Support Analyst

Job Location NZ-Christchurch
Job ID
2023-11387
Category
Customer Support/Technical
Relocation
No

Responsibilities/Main Activities

 

Hexagon is looking for a Software Technical Support Analyst to join our team in New Zealand (Remote).

 

If you are interested in taking your next professional challenge in a great global team, then look at the following opportunity!

 

 

Hexagon is looking for Software Technical support to join our team in New Zealand who has an interest in assisting clients with complex troubleshooting and problem solving. The Support Engineer will act as a forerunner in resolving customer issues on the Hexagon Enterprise Asset Management application. The applicant will be a critical member of the product support team in improving customer satisfaction. Support engineers are expected to exceed the expectations of support clients by maintaining a can-do attitude, resolving technical issues in a timely manner, providing diligent follow-up communication, and becoming subject matter experts for Hexagon products.

 

A customer focused attitude, strong technical aptitude, good written and verbal communication skills, and the ability to manage multiple tasks simultaneously are all crucial to the success of a support engineer.

 

 

Main Responsibilities:

 

  • Works as part of a global team to support customers by troubleshooting and resolving technically complex support issues related to Hexagon Solutions and their interfaces to meet organizational goals.
  • Regularly interacts with solution development and ownership teams to investigate problems, discuss and document design issues, and provide customer feedback. Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability. Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Teams.
  • Manages workload effectively following Support Procedures.
  • Possesses strong interpersonal skills and effectively communicates with internal and external stakeholders.
  • Accurately documents support activities and outcomes, as well as maintains knowledge base.
  • Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Departments.
  • Focuses on developing knowledge in specific product suite or operating environments.
  • Troubleshooting technical part of the product (jboss, apache, database, sql code, cognos, webservices, adfs, saml, SSO, deployment, logs etc)
  • Develops strong proficiencies in Customer Relationship Management systems.
  • Maintains adherence to customer service level objectives.
  • Develops technical documents, instructions, and training for internal and external purposes.
  • Keeps updated on current Hexagon solution portfolio through training and sprint reviews.
  • May conduct customer training or work on presales and service activities when required.
  • Perform technical tasks in support of Asset Management application for Asset Lifecycle Management.
  • Develop competencies across the "Asset Lifecycle Intelligence" division solution portfolio.
  • Have a strong understanding of both software support principles and competencies in general software administration.
  • Develop industry knowledge to build growing working relationships with customers.
  • Work under moderate supervision with latitude for independent judgement.

Qualifications and Experience Required

  • Languages: English
  • B.S. degree/equivalent in a Mathematics, Physics, Engineering, Computer Science or related discipline.
  • At least 2 years support experience.
  • Experience in project engineering, working with asset management, asset lifecycle, and material management tools.
  • Experience with database systems like SQL code is a must.
  • Able to understand the product in depth, to prioritize issues, eager to learn
  • Experience in a customer support role is a plus.
  • Oracle DB experience is a plus.
  • Sumo log experience is a plus.
  • Experience with cloud systems administration is a plus ideally AWS-
  • Python, GIS experience is a plus.

 

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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 Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.

Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 23,000 employees in 50 countries and net sales of approximately 4.6bn EUR. Learn more at hexagon.com and follow us @HexagonAB.

Diversity Statement
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.

Employee Value Proposition
At Hexagon, if you can see it, you can do it. Hexagon’s Asset Lifecycle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces*. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.

* In the recently concluded workplace effectiveness survey by Korn Ferry, a global HR advisory firm, Hexagon, Asset Lifecycle Intelligence division has emerged as one of the most Engaged and Enabled workplaces, when compared to similar organizations that Korn Ferry partners with.