Responsibilities

Provide outstanding service and solutions to Hexagon customers through the handling of issues relating to the support of Hexagon products and services. 
You will seek to resolve problems, with a customer service focus. This may include research, collaboration, learning and training of others via phone, email or in person. Part of a support team, you will share knowledge and challenge the status quo, looking to improve process and procedure to ensure customer satisfaction.
This role requires the successful candidate to pass National Police Record checks.

OBJECTIVES / MAIN ACTIVITES

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

Education / Qualifications

QUALIFICATIONS AND EXPERIENCE REQUIRED

• Tertiary level qualifications in Computer Science or relevant=
• 3+ Years of relevant work experince in Customer/Application Support role
• Database Server management experience including troubleshooting, navigation and diagnosis
• Strength in IT support
• Demonstrated ability to manage multiple technical issues and associated tracking and communication
• Ability to communicate and relate to stakeholders with varying levels of technical skills and understanding
• Demonstrated time management and prioritisation skills to manage multiple requests with varying levels of importance and criticality
• Proven ability to work quickly and efficiently to meet deadlines
• Sound knowledge of networking protocols and security practice

POSITION SPECIFIC SKILLS AND COMPETENCIES

• Knowledge and understanding of the Public Safety industry
• Experience working in an IT Vendor - Service Management environment

SKILLS AND ABILITIES

Core:

• Technical / Application Support (Level, 1, 2, 3)
• Incident and Problem management (understanding of ITIL processes)
• Experience in Ticketing systems (e.g. Service Now)
• Technical competence in current market computing technologies
• Strong customer service focus and communication skills (written and verbal)
• Ability to communicate issues and resolutions clearly
• Analytical approach to the solution of technical problems
• Oracle, SQL Database skills
• Basic networking concepts
• Time management and prioritisation skills to manage multiple requests
• Technical competency with Windows and Microsoft products

Preferred

• ITIL certification
• Web technologies
• Mobile app technologies
• Automated scripting

About Hexagon

Hexagon is the global leader in enterprise software, empowering organizations to build a safer, more sustainable and efficient future. We transform complex data into actionable insights that drive smarter decisions, modernize operations and accelerate digital maturity across industries that matter most — public safety, defense, transportation, government, industrial facilities and physical security.
 
Hexagon (Nasdaq Stockholm: HEXA B) has approximately 24,800 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com. 

Hexagon’s Safety, Infrastructure and Geospatial (SIG) division provides mission-critical and business-critical solutions to governments and service providers for smarter and safer communities, better public services, more reliable infrastructure, and improved resilience of vital services through patented leading location intelligence technology.

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

Why work for Hexagon?

At Hexagon, if you can see it, you can do it. Hexagon 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, has emerged as one of the most Engaged and Enabled workplaces, when compared to similar organizations that Korn Ferry partners with. 

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. 
 
Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.