Support Analyst (Hybrid - Madison/Huntsville, AL)

$45,000 - $58,000/Yr

Intergraph - Madison, AL

Full-time - Entry Level

Hybrid - Madison, AL

10,001+ employees

Administrative and Support Services

About the position

The Support Analyst position at Hexagon's Asset Lifecycle Intelligence division is designed for recent graduates or individuals with equivalent experience in engineering. This hybrid role involves providing technical support to both internal stakeholders and external customers, focusing on the Smart Construction and Asset Information Management (AIM) products. The position emphasizes strong technical knowledge, troubleshooting skills, and collaboration within a global team to resolve product-related issues and improve business processes.

Responsibilities

• Providing real-time global support to internal stakeholders and external customers for product-related issues.
• Performing troubleshooting tasks such as root cause analysis and mitigation of issues reported by users.
• Conducting technical tasks in support of installation and maintenance of products.
• Interfacing with internal stakeholders, including management, software development, services, and product planning teams.
• Facilitating communication and delivery of resolutions that require multi-disciplinary coordination.
• Contributing to an internal Salesforce knowledge base for knowledge transfer.
• Providing status updates on critical issues to management.
• Making recommendations to improve business processes and reduce support issues.
• Accurately documenting support activities and outcomes.
• Maintaining adherence to customer service level objectives.

Requirements

• Bachelor's Degree in a technical field preferred, but not required.
• Excellent verbal and written communication skills.
• Working knowledge of Database platforms is a plus.
• Working knowledge of Microsoft Internet Information Services and Web Applications is a plus.
• Experience with Smartplant Foundation and Smart Construction.
• Experience with Windows Internet Information Services.
• Experience with Oracle or MSSQL DB.
• Experience in Computer Networking.
• Experience with 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.
• Background in the Construction Process Industry.
• Experience with CAD or Engineering applications.
• Programming and database experience.

Nice-to-haves

• Experience in the Construction Process Industry.
• Programming and database experience.

Benefits

• Flexible work environment
• Career advancement opportunities
• Excellent benefits package