Support Analyst

Description

• Triage errors and conduct code level troubleshooting
• Maintain excellent relationships through effective issue resolution within appropriate timeframes and proactive communication
• Maintain an excellent customer satisfaction standard
• Identifying and prioritising issues and recommending technical solutions, often coordinating solutions with internal stakeholders
• Document processes and procedures
• Following internal process and procedures for logging faults
• Produce customer support reports, create customer meeting agenda, participate and run customer meetings as required
• Liaison with Hexagon Safety & Infrastructure technical resources on resolution of system and software issues
• Maintain system administration, system configuration, process, procedural and task documentation
• Proactively implement changes, patches and other configuration changes to applications and OS etc
• Manage expectations with the customers throughout the incident lifecycle
• Monitor and manage all of Hexagon Safety & Infrastructure’s solutions
• Ensure that new products and new versions of existing products are tested and certified prior to introduction into the production environments
• Develop and maintain working relationships within Hexagon Safety & Infrastructure and Hexagon Safety & Infrastructure’s customers with relevant management and staff
• Ensure all calls and emails are recorded into the tracking system for reporting purposes
• Proactively manage customer expectations when delivering services
• Maintain and support existing environments (software, and application software, services, databases
• Manage and track daily production problems and issues; responsible to ensure effective and timely resolution
• Report periodically to stakeholders to share information on progress, performance, receive feedback on service and satisfaction, and maintain customer relationships
• Provide Level 1/2/3 technical support for business applications and systems ensuring SLAs are consistently met
• Train and share knowledge with others
• This role may be required to participate in the on-call roster to provide support to our customers outside of standard business hours
• Escalate complex issues to internal Hexagon teams including product center
• Ensure that software consistency is maintained throughout the system’s environments

Requirements

• Tertiary level qualifications in Computer Science or relevant=
• Experience in Ticketing systems (e.g. Service Now)
• Ability to communicate issues and resolutions clearly
• 3+ Years of relevant work experince in Customer/Application Support role
• Demonstrated time management and prioritisation skills to manage multiple requests with varying levels of importance and criticality
• Knowledge and understanding of the Public Safety industry
• Technical competency with Windows and Microsoft products
• Basic networking concepts
• ITIL certification
• Sound knowledge of networking protocols and security practice
• Automated scripting
• Strong customer service focus and communication skills (written and verbal)
• Oracle, SQL Database skills
• Time management and prioritisation skills to manage multiple requests
• Analytical approach to the solution of technical problems
• Database Server management experience including troubleshooting, navigation and diagnosis
• Technical competence in current market computing technologies
• Proven ability to work quickly and efficiently to meet deadlines
• Technical / Application Support (Level, 1, 2, 3)
• Incident and Problem management (understanding of ITIL processes)
• Demonstrated ability to manage multiple technical issues and associated tracking and communication
• Experience working in an IT Vendor - Service Management environment
• Ability to communicate and relate to stakeholders with varying levels of technical skills and understanding

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance