Technical Support Analyst

Inductive Automation is one of the fastest-growing industrial software companies in the world. Our flagship product, Ignition, is a powerful platform used by industries worldwide to improve operational efficiency, reduce downtime, and drive innovation. This is an office-based position, located in Spring Hill, 200 meters from Central Station. We have a fantastic team that values collaboration, commitment and integrity, and we are looking for passionate people who are eager to learn and be part of a growing company. A Technical Support Analyst is a full-time, graduate/entry level position that introduces a new employee to the Ignition ecosystem as well as develop soft skills and customer service. Responsibilities The responsibility of the employee is to develop strong basic knowledge of Ignition and subsystems (OPC-Ua, Transaction Groups, Tag History, Modular Architecture, etc.); a basic knowledge of the industrial automation industry and the way that Ignition is used in a variety of sub-industries. They will participate in a structured training program that will include Inductive University and in-person training. They must be able to pass the Ignition Core Certification and Gold test at the end of the training. They will participate in a variety of activities that will support the Technical Support Department, while giving them broad experience with the software, associated technologies and the activities of other departments within Inductive Automation. 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 Basic troubleshooting 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 Participating in and leading peer-to-peer trainings At later stages in the program, working directly out of the ticket queue and conducting Support ticket research; such as troubleshooting reported issues, identifying and researching potential bugs, and writing effective bug tickets Applying knowledge and utilizes resources available to help with identification and track of customer issues (i.e. Support Channel, User Manual, Inductive Automation Forums, Management) Taking advanced Ignition classes and passing the Core and Gold certification tests Qualifications Bachelor’s degree in computer science, software engineering, or similar experience Familiarity with Windows, Linux (Ubuntu) and OSX Platforms Familiarity with programming concepts (Java, Python, similar) Familiarity with SQL databases (MS SQL Server, MySQL, Oracle, similar) General networking experience (routers, switches, subnets, vlan, etc) A broad technical curiosity and proven technical understanding Excellent communication & interpersonal skills Employee must pass Inductive Automation’s Core Test within 60 days Employee must pass Inductive Automation’s Gold Test within 90 days of employment Passionate and curious problem-solver Self-starter with a strong sense of professionalism Genuinely caring Eager to collaborate and create positive change Takes ownership and accountability Seniority level Entry level Employment type Full-time Job function Information Technology Industries Automation Machinery Manufacturing Referrals increase your chances of interviewing at Inductive Automation Australia by 2x #J-18808-Ljbffr