• After Hours Support Lead

    Job Locations US-AL-Huntsville
    Req# ID
    Hexagon Safety & Infrastructure US
    # of Openings
    Customer Support/Technical
    Travel %
  • Overview

    Hexagon Safety & Infrastructure provides mission-critical and business-critical solutions to governments and service providers. A global leader, proven innovator, and trusted partner, our software and industry expertise help improve the lives of millions of people through safer communities, better public services, and more reliable infrastructure. Visit hexagonsafetyinfrastructure.com.


    Hexagon Safety & Infrastructure is part of Hexagon, a leading global provider of information technologies that drive quality and productivity improvements across geospatial and industrial enterprise applications.


    Hexagon’s solutions integrate sensors, software, domain knowledge and customer workflows into intelligent information ecosystems that deliver actionable information, automate business processes and improve productivity. They are used in a broad range of vital industries.


    Hexagon (Nasdaq Stockholm: HEXA B) has more than 18,000 employees in 50 countries and net sales of approximately 3.1bn USD. Learn more at hexagon.com.


    The candidate(s) will support and lead day-to-day Help Desk related activities during non-business hours. The candidate(s) will have a multitude of tasks that include, but not limited to the following:


    • Leading a team to support clinical and public safety support contracts in all aspects included in the Help desk.
    • Ensuring ALL daily and project tasks are completed
    • Completing billable tasks such as: Answering phones, Completing AP requests, and Project Tasks.
    • Managing client escalations
    • Managing schedule and non-scheduled outages
    • Managing assigned projects to ensure tasks are completed correctly and timely.
    • All other duties as assigned


    • 24/7 coverage is required, must be willing to work afterhours and Holidays
    • 3 to 4 years of customer service experience
    • 3 to 4 years working in an enterprise level help desk
    • Leadership skills and problem-solving skills
    • Excellent communication skills, both written and verbal
    • Above average ability to interpret, analyze, troubleshoot and resolve technical problems
    • Must be decisive, conscientious and interact well in a team environment
    • Have a strong desire to learn and ability to follow policies and procedures
    • Must be able to motivate and drive critical outcomes to success
    • Must have a strong working knowledge of and experience with computer hardware, software and peripheral devices in a diverse environment
    • This position requires excellent people skills
    • The individual must be skilled at listening to end users and support staff, capturing issues, and guiding the customer staff, or partners dispatched by Hexagon through issue resolution over the phone and via e-mail
    • The individual must be courteous, well spoken, and not easily flustered

    Preferred Education & Experience

    • Windows 10 operating systems
    • CompTIA Security+, MCITP (Enterprise Desktop Support Technician), A+, HDI Desktop Support Technician


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