Technical Analyst
JOB DESCRIPTION
Job Title: Technical Analyst Division: Support Services
Category: Technical Professionals Job Code: 11TA Status: Non-Exempt
Direct Supervisor: Support Services Supervisor Supervises: None
Position Summary: The Technical Analyst role is an entry-level position that requires building a strong understanding of Ignition subsystems, enhancing customer service skills, and gaining exposure to the industrial automation industry - ultimately preparing individuals for a Software Support role. Responsibilities include efficiently triaging support tickets by collecting necessary information from customers about technical and business inquiries, engaging in a structured training program involving various assignments to expand their knowledge of the software, as well as displaying growth and ability to troubleshoot software issues customers may have.
Core Duties and Responsibilities:
Include, but are not limited to:
- Support ticket triaging: collecting information from customers in order to craft effective technical support tickets that can be efficiently handled by Support Engineers; learning to identify, at a high level, different categories of issues and how to prioritize them
- Effectively communicating technical issues both internally and externally to customers
- Applying knowledge of various technologies including SQL databases, Python, networking, Windows, and Linux
- Learning to use virtualization technologies such as docker, AWS and VMWare to simulate complex architectures
- Learning Ignitions core modules including, licensing, tags, data acquisition, alarming, databases, reporting, security, OPC-UA, GAN, Redundancy, and more.
- Participating in and leading peer-to-peer trainings
- Applying knowledge and utilizing resources available to help with identification and tracking of customer issues (i.e. Support Channel, User Manual, Inductive Automation Forums, Management)
- Taking Ignition classes, passing the Core and Gold certification test, and completing the Phoenix Training Program
- Being involved with Support tickets which may include additional research, troubleshooting, or replicating in later stages of the program
Position Requirements:
Bachelor’s Degree in Computer Science, Computer Engineering, Data Science, or similar major
- Graduating within 6 months if full time status is maintained may be acceptable
- Similar experience may qualify
- Familiarity with Windows, Linux, and OSX Platforms
- Familiarity with programming languages (Java, Python,etc.)
- Familiarity with SQL databases and syntax (MS SQL Server, MySQL, Oracle, etc.)
- General networking experience (routers, switches, subnets, vlan, etc…)
- A broad technical curiosity and proven technical understanding
- Excellent communication & interpersonal skills
- Fluency in Spanish is a plus
- Employee must pass Inductive Automation’s Core Test within two weeks of receiving it
- Employee must pass Inductive Automation’s Gold Test within three weeks of receiving it
- Promotion to Software Support Engineer 1 within 2 years is required
Values:
Passionate and curious about learning and developing
- Commitment: a dedicated solution-oriented problem-solver
- Self-starter with a strong sense of growth and and success
- Genuinely caring - a willingness to help no matter the situation
- Eager to collaborate and create positive change
- Strong ownership and accountability
- Strong sense of professionalism
Physical Requirements and Condition:
Must be able to work on-site (hybrid options available)
- Able to sit or stand for up to 8 hours
- Ergonomic and adjustable desk provides standing ability
- Frequent use of mouse, keyboard, and monitor
- Multiple hours of telephone/headset use