Hexagon

  • Application Support Engineer

    Job Locations US-NY-New York
    ID
    2018-3979
    # of Openings
    1
    Category
    Customer Support/Technical
  • Overview

    Hexagon PPM (formerly Intergraph Process, Power & Marine) is the leading global provider of engineering software and project control solutions. We transform unstructured information into a smart digital asset, empowering our clients to visualize, create, and manage the life cycle of facilities and structures of all complexities. For more information visit HexagonPPM.com

     

    Hexagon PPM is part of Hexagon (Nasdaq Stockholm: HEXA B; Hexagon.com), a leading global provider of information technology solutions that drive productivity and quality across geospatial and industrial landscapes.

     

    The Application Support Engineer provides problem solving analysis and support for the EcoSys software application and/or related data issues in a multi-tiered enterprise software environment. Supports specific internal/external users on all aspects of user reported application/data problems or questions involving Hexagon PPM and EcoSys-related software. Deals directly with internal and external clients to ascertain problems and assist in resolving them while striving to build and maintain strong client relations and partnerships. Troubleshoots problems and contacts other teams (e.g. Development, Application Performance Architecture, Quality Assurance) as necessary for consultations. Demonstrates proficiency using appropriate tools and platforms. The Analyst must be self-motivated and able to work in an exciting fast paced environment.

    Responsibilities

    • Independently troubleshoot, test and coordinate to resolve reported software and/or data issues while consistently providing status to internal and external clients on a timely basis with limited supervision
    • Consistently log, update and maintain assigned issue statuses in web-based incident tracking tool
    • Verifies and documents system defects.
    • Create and maintain documentation related to support process and procedures
    • Continuously expand knowledge on products and solutions offered by Hexagon PPM and stay current on new developments within the related industry
    • Be a liaison for internal and external clients to other internal departments, e.g. Development, Application Performance Architecture (APA), Quality Assurance etc.
    • Provide training/presentations on applications both internally and externally
    • Identify trends and recommend operational solutions to provide better client support
    • Contribute to and/or lead individual and team projects as proposed by department leadership
    • Other duties as required

    Qualifications

    Bachelor’s Degree in Computer Science, Mathematics or related field, Master’s Degree a plus

    Minimum two years’ experience in client facing service/support role utilizing technical skills

     

    Required Skills

    Proficient software support troubleshooting skills

    Excellent oral and written skills

    Skilled with MS Windows based environment and MS Office products, especially Excel

    Working knowledge of remote connectivity and control tools e.g. Webex, GoTo meeting, Skype

     

    Preferred Skills

    Ability to work overtime as needed to meet deadlines and resolve critical client issues

    Computer certification(s) a plus

    Skilled with MS Windows based environment and MS Office products especially Excel

    Ability to work under pressure

    Working knowledge of remote control tools

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