Software Technical Support Analyst at Hexagon PPM

Responsibilities

Hexagon is looking for a Software Technical Support Analyst to join our team in South Africa Cape Town.

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

The Software Technical Support Analyst will provide technical assistance to external clients and Hexagon employees for the Hexagon Enterprise Asset Management application. 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, 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 PPM 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

• Languages: English.
• B.S. degree/equivalent in a Mathematics, Physics, Engineering, Computer Science or related discipline.
• At least 5 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.
• Strong competency with Microsoft Operating Systems and Office Suite.
• Able to understand the product in depth, to prioritize issues, eager to learn
• Experience in a customer support role is a plus.
• Oracle DB expérience is a plus.
• Sumo log expérience is a plus
• Experience with cloud systems administration is a plus.
• Python, GIS experience is a plus.