Support Analyst (Hybrid - Madison/Huntsville, AL)
Job Location: Madison, United States
Workplace Type: Remote
Business Unit: ALI
Req Id: 357
Responsibilities
Hexagon Asset Lifecycle Intelligence division (Hexagon) is seeking a qualified Support Analyst to join our team. This position is ideal for recent graduates with an engineering background or individuals with equivalent experience. Hexagon offers a professional and flexible work environment, excellent benefits, and opportunities for career advancement. The ideal candidate will work as part of a global team to provide technical support through direct interactions with customers, internal service consultants, our cloud solutions, as well as customer on-premise installations of our Smart Construction and Asset Information Management (AIM) products. The role demands a strong technical knowledge, troubleshooting skills, and a collaborative team-oriented mindset. In this role you will regularly interact with solution development, ownership teams and customers to investigate and resolve problems, discuss and document design issues.
- Providing real-time global support to internal stakeholders as well as external customers for product-related issues
- Perform troubleshooting tasks such as root cause analysis and mitigation of issues reported by users
- Performing technical tasks in support of installation and maintenance of our products
- Interfacing with internal stakeholders, including management, software development, services, and product planning teams
- Facilitate communication and delivery of resolutions that require multi-disciplinary coordination
- Contribute to an internal Salesforce knowledge base for knowledge transfer
- Contribute to status updates on critical issues to management
- Make recommendations to the team on improving business processes and reducing support issues
- Accurately document support activities and outcomes
- Maintain adherence to customer service level objectives
This will be a hybrid role with a required 2 days in the office per week.
Education / Qualifications
- Bachelor’s Degree in a technical field preferred, but not required
- Equivalent experience a plus
- Excellent verbal and written communication skills
- Working knowledge of Database platforms a plus
- Working knowledge of Microsoft Internet Information Services and Web Applications a plus
- Experience in any of the following:
- Smartplant Foundation and Smart Construction
- Windows Internet Information Services
- Oracle or MSSQL DB
- Computer Networking
- Performance monitoring and troubleshooting via various application tools (Windows/DB)
- Experience providing documentation, guidance, and instruction to users
- Experience communicating user requirements
- Demonstrated ability to learn and embrace new technologies, applications, and solutions
- Attention to detail with the ability to troubleshoot and solve complex problems
- Construction Process Industry background
- Experience with CAD or Engineering applications
- Programming and database experience
- Must be located in the Madison/Huntsville, AL area as this position requires a minimum of 2 days in the office per week.
Hexagon will not sponsor applicants for a work visa for this position.
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.
Why work for Hexagon?
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 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.
Everyone is welcome
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.
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