Job Description
Job Role:
The Technical Support Engineer provides problem solving analysis and technical support for the EcoSys software application and/or related data issues in a multi-tiered enterprise software environment. Supports specific internal/external customers on all aspects of user reported technical/data problems or questions involving Hexagon PPM and EcoSys-related software. Deals directly with internal and external customers to ascertain problems and assist in resolving them while striving to build and maintain strong customer 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.
Primary Duties and Responsibilities
- Independently troubleshoot, test and coordinate resolving reported software and/or data issues while consistently providing status to internal and external customers on a timely basis with limited supervision
- Is primary lead for performance-based issues and utilizes formal checklists for review and analysis. Work closely with Application Performance Architecture team to design concise and accurate solutions
- Consistently log, update and maintain assigned issue statuses in web-based incident tracking tool
- Verifies and documents system defects
- Create, maintain and store internal documentation related to support process and procedures
- Continuously expand knowledge on products and solutions offered by Hexagon ALI and stay current on new developments within the related industry
- Be a liaison for internal and external customers to other internal departments, e.g. Development, Application Performance Architecture, Quality Assurance etc.
- Provide training/presentations on applications both internally and externally Identify trends and recommend operational solutions to provide better customer support
- Contribute to and/or lead individual and team projects as proposed by department leadership Other duties as required