• Support Technician, Field Services

    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.


    Support Technician will provide telephone technical support to Hexagon Clients in the following areas: Voice and Data Cabling, Telecom Support, and Telecom Project Work. The candidate(s) will support all day-to-day Hexagon Service Desk related activities for Clients in these areas, or triage and dispatch calls as needed to other analysts or vendors. The candidate(s) will interface directly with the client’ users and support staff in resolving support issues. The analyst will be required to stay abreast of all changes which affect Clients’ infrastructure.  In addition, the analyst(s) must maintain thorough and easily accessible records of correspondence received and responded to.

    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. 


    • AS/BS/Tech School preferred but not required
    • 1-3 years of experience in a Technical Support position
    • Experience in using OS Ticketing system
    • In-depth knowledge of Windows 7, Windows 10 and hardware troubleshooting techniques required
    • Working knowledge or experience with MS Word, MS Outlook, Internet Explorer, MX Excel, Citrix Program Neighborhood, Password resets, and Printing required
    • Understanding of patient care environments required
    • Knowledge of Telecommunications Service and Support desired
    • Knowledge of healthcare applications, especially Point Click Care, desired
    • Must have excellent problem solving/analytical skills
    • Must be able to work in a team-oriented environment
    • Must be able to work independently with minimal supervision
    • Must have excellent verbal and written communication skills
    • Proficient in communicating with customers and staff
    • Great customer service skills
    • Knowledge of Microsoft operating systems
    • Understanding the basics of networking


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