Application Support Analyst

y.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 acceptanc

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

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

t 3Position Specific Skills And Competen

mentSkills And Abil

• ingDemonstrated time management and prioritisation skills to manage multiple requests with varying levels of importance and critical
• rbal)Analytical approach to the solution of technical pro
• ciesKnowledge and understanding of the Public Safety indu
• uestsTechnical competency with Windows and Microsoft pro
• earlyTime management and prioritisation skills to manage multiple req
• n.Tertiary level qualifications in Computer Science or relev
• ityProven ability to work quickly and efficiently to meet deadli
• ortDemonstrated ability to manage multiple technical issues and associated tracking and communicati
• onsAbility to communicate and relate to stakeholders with varying levels of technical skills and understand
• ant4+ years of relevant work experie
• itiesTechnical competence in current market computing technol
• ogiesStrong customer service focus and communication skills (written and ve
• stryExperience working in an IT Vendor - Service Management environ
• killsAbility to communicate issues and resolutions cl
• nesSound knowledge of networking protocols and security practices Application Support Analys
• blemsOutstanding Oracle, SQL Database s
• nceDatabase Server management experience including troubleshooting, navigation and diagno