Senior Application Engineer (M/F/O)

Hexagon Safety, Infrastructure & Geospatial
Swindon, UK/Remote
Added: March 5, 2024

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications. Our technologies are shaping production and people-related ecosystems to become increasingly connected and autonomous – ensuring a scalable, sustainable future.

Hexagon’s Safety, Infrastructure & Geospatial division improves the resilience and sustainability of the world’s critical services and infrastructure. Our solutions turn complex data about people, places and assets into meaningful information and capabilities for better, faster decision-making in public safety, utilities, defense, transportation and government.

Job Description

This role will be part of the Safety Support and Implementation team within Hexagon’s Safety, Infrastructure and Geospatial division.

The successful candidate will work collaboratively within, and across, teams to deliver excellent implementation and support services to customers from public safety and associated industries. Candidates will have extensive customer facing experience, a logical and systematic approach to problem solving and great customer focus. Reporting to the Safety Practice Operations Manager, the job holder will work collaboratively within a wider team to deliver a range of activities according to experience.

Duties and Responsibilities

Customer Support and Helpdesk

  • Providing first and second line support to customers
  • Remote and occasionally in-person support
  • Managing escalation to senior colleagues, product centres or third parties
  • Participation in a 24x7 support rota once requisite experience gained (additional standby payments apply)
  • Performing proactive customer checks
  • Performing and consulting on SQL server database administration, including data integrity issues, troubleshooting, performance improvements and general system administration

Implementation of software on internal and customer test and live systems

  • Defining and executing configuration changes (creating and executing CCNs)
  • System installation and configuration
  • Demonstration of products to existing and prospective customers.
  • Act as Technical Lead for implementation projects / major implementation projects
  • Drawing out customer requirements
  • Acting as the main point of contact with the customer on technical issues,
  • Liaising with the development team to ensure the correct specification and delivery of custom code

Project Engineering:

  • Estimation of resource requirements
  • System configuration design
  • System configuration implementation using in-house tools.
  • Documentation of project architecture
  • Completion of proposals including low level ad high level designs

Technical Pre-Sales and Bid support including, but not limited to:

  • Preparation and delivery of presentations and demonstrations
  • Contributing to and delivering technical bid responses, solution design and professional services estimates
  • Preparing ‘proof of concepts’
  • Assistance with seminars, exhibitions, and conference
  • Planning and delivering workshops for customers, prospects, and internal staff
  • Providing technical guidance and direction to other team members

Job requirements

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

  • Microsoft Operating systems (client and server)
  • Scripting languages (e.g., PowerShell)
  • Working knowledge of networks and hardware.
  • Databases and SQL (preferably Microsoft SQL Server)
  • Knowledge of Project Management methodologies
  • Microsoft tools (e.g., Word, Excel, PowerPoint)

Highly Desirable Knowledge and Experience

  • Experience of working in an application support position for a software vendor
  • Logical approach to problem solving and defining workflows.
  • Knowledge of JSON, XML
  • Knowledge of operating in a Microsoft Azure based environment.
  • Experience with PowerBI or similar reporting tools
  • In depth knowledge of Hexagon Safety applications, including I/CAD, OnCall, OnCall Planning & Response, Analytics
  • Safety industry experience

Key Attributes

  • Excellent communication skills, written and oral
  • Information gathering and providing clear instruction (a critical competency)
  • Analytical problem-solving; the ability to analyse data and execute a resolution plan
  • Proven ability to work to deadlines and prioritise effectively
  • Able to plan and conduct multiple work assignments
  • Ability to work on own initiative and as part of a team
  • Flexibility - this role benefits from a wide variety of tasks and will reward those who embrace the alternative challenges presented to them
  • Improvement focus – aptitude for identifying, suggesting, and implementing process improvements
  • Willingness to, and enthusiasm for, mentoring junior colleagues
  • Full, preferably clean driving licence
  • Candidates must be able to pass security vetting

Education and Experience

  • Minimum of a 2:1 degree in an IT related subject or equivalent relevant experience
  • Practical IT experience, preferably in a support role
  • Candidates would usually have over five years relevant experience

We Offer You

  • 25 days Company Holiday
  • Hybrid Working
  • Life cover 4x salary
  • PHI Insurance
  • Company pension
  • Achievement and Service awards
  • Free Parking

This call for applications is addressed to all suitable applicants regardless of age, gender, disability, religion, belief, ethnic origin or sexual identity.