Join to apply for the IT Support Principal Engineer role at Hexagon Asset Lifecycle Intelligence2 days ago Be among the first 25 applicantsJoin to apply for the IT Support Principal Engineer role at Hexagon Asset Lifecycle IntelligenceGet AI-powered advice on this job and more exclusive features.Direct message the job poster from Hexagon Asset Lifecycle IntelligenceTalent Acquisition Partner, APAC @ HexagonJob OverviewHexagon’s Asset Lifecycle Intelligence division is looking for a Principal IT Support Engineer to join our Asia Pacific IT Support team. The succesful candidate must reside in Brisbane,.You’ll be joining a tight-knit, motivated team of IT professionals who provide remote support to colleagues across the Asia-Pacific region. Our Information Services team is spread across offices in Australia, Singapore, Korea, Japan, and China, and currently consists of 10 team members. The IT Support team is a collaborative, close-working group that values teamwork and strong internal relationships. We’re looking for someone who enjoys working in a supportive team and is passionate about delivering high-quality IT support across a diverse, international environment.ResponsibilitiesThe Principal IT Support Engineer is responsible for providing remote first- and second-level support to internal customers across Hexagon ALI’s Asia-Pacific region. Support includes assistance with the installation, maintenance, procurement, use, and repair of internal IT systems and resources. The position also involves taking support calls and escalating issues to third-level Information Services engineers when needed. Maintaining high levels of service and customer satisfaction is a key part of the role. Occasional international travel may be required.Main ActivitiesProviding first and second level support by typically voice and electronic means, creating solutions to technical/application client problems and queries.Allocating the necessary resources to resolve client problems and queries in an effective and timely manner.Manage escalated issues and ensure customer satisfaction at all times.Sharing information/best practices amongst the team and delivering technical training to other team members.Attending relevant product and skill courses and contributing to the growing body of knowledge of the group.Maintaining a database of customers through regular follow-up of problems and queries - keeping accurate records of support activitiesKeeping management aware of potential areas for systems and service provision improvements.On-site assistance for server & network remote build & configuration by infrastructure teamAccountable for IT Daily OperationTravel may require based on project or business demand.Education / QualificationsRequired Experience & QualificationsMinimum 3 years' experience in a technical IT support roleUniversity or college degree in Computer Science or related fieldSolid understanding of IT environments, systems, and terminologyExperience in both hardware and software troubleshootingGood command of English (written and spoken)Multinational company experience is preferredMCSE certification is a plusTechnical SkillsStrong knowledge of:Windows 11, Windows Server 2019/2022Active Directory administrationMicrosoft 365, Outlook, MS OfficeWindows file/share permissions, registry, and basic IISBasic networking (TCP/IP) and Internet securityAntivirus and backup solutionsWindows desktop VPN technologiesServiceNow or similar IT ticketing systemsKey CompetenciesStrong customer service orientationExcellent communication skills, both technical and non-technicalAbility to perform in high-pressure environmentsTeam player with integrity and a proactive attitudeStrong organisational and problem-solving skillsComfortable supporting remote usersCore ResponsibilitiesProvide remote first and second-level IT supportRespond to and resolve support tickets within SLA timeframesEnsure professional handling and clear documentation of all issuesCreate and maintain documentation for recurring issues and solutionsAssist with infrastructure and security rollouts at endpoint levelEscalate and oversee unresolved issues to ensure user satisfactionAdvocate for users by identifying opportunities to improve IT servicesPerformance Metrics (KPIs)Customer satisfaction score > 3.86 / 5Timely resolution of issues per agreed SLAsAbout HexagonHexagon 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.Hexagon’s Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.Why work for Hexagon?At Hexagon, if you can see it, you can do it. Hexagon’s Asset Lifecyle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces*. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.In the recently concluded workplace effectiveness survey by Korn Ferry, a global HR advisory firm, Hexagon, Asset Lifecycle Intelligence division has emerged as one of the most Engaged and Enabled workplaces, when compared to similar organizations that Korn Ferry partners with.Everyone is welcomeAt Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesSoftware DevelopmentReferrals increase your chances of interviewing at Hexagon Asset Lifecycle Intelligence by 2xSign in to set job alerts for “Information Technology Support Engineer” roles.We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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