Senior Application Engineer (Managed Service Customer Support Team)

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Hexagon's Safety division provides industry-leading incident management and computer aided despatch software to emergency services around the world.

This role is part of the UK Safety team, which delivers support, software implementation and software configuration services to one of Hexagon's key UK customers. The role is currently subject to a hybrid working arrangement which requires regular days based at our customers' offices in Manchester.

Reporting to the FM Team Manager, the SAE will provide customer services including system administration, technical implementation, and support for the Intergraph Computer Aided Dispatch (CAD) product and complimentary applications located at the customers offices. The SAE will deliver a range of activities according to their experience in addition to providing the support and implementation services.

Candidates must have good customer facing experience, a logical and systematic approach to problem solving and great customer focus.

Responsibilities

• I/CAD live systems 1st and 2nd line support and out of hours on-call on a rota basis.
• Fault management where an issue has been passed to Hexagon second / third level support engineers or other third party via the customer's fault management software.
• Implementation of product releases, updates and functionality changes, including system testing and configuration.
• Preventative maintenance to address issues such as log file housekeeping, scheduled checks, disk utilisation, system load and performance.
• Production of site reports and solution documentation including low-level and high-level designs.
• Work closely with customer teams to both understand their requirements and to demonstrate functionality.
• Working on other Hexagon UK sites to assist with software rollouts and provide support if required.
• Performing and advising on database administration tasks, including resolving data integrity issues, and identifying performance improvements.

The job holder will have a strong technical and analytical aptitude, with a thorough practical knowledge of:

• Microsoft Operating systems (client and server) and networking technologies
• Relational Databases and SQL (preferably Microsoft SQL Server or Oracle)
• Scripting languages (e.g., PowerShell)

Highly Desirable Knowledge and Experience

• Experience of working in an application support position for a software vendor
• Knowledge of JSON, XML
• Practical knowledge of virtualisation and cloud technologies (e.g. VMWare, Microsoft Azure)

Education and Experience

• Minimum of a 2:1 degree in an IT related subject or equivalent relevant experience
• Candidates should have over five years relevant experience practical IT experience.

Key Attributes

• Excellent communication skills, written and verbal.
• Logical approach to problem solving and defining workflows.
• Proven ability to work to deadlines and prioritise effectively.
• Flexibility: this role benefits from a wide variety of tasks and will reward those who embrace the challenges presented to them.
• Willingness to, and enthusiasm for, mentoring junior colleagues.
• Full, preferably clean, driving licence.

We Offer You

• 25 days Company Holiday
• Hybrid Working
• Life cover 4x salary
• Company pension
• Comprehensive Health cover and employee support
• Monetary achievement and Service awards
• Great company culture