Technical Support Expert (Autodesk/Bentley/RTV/Trimble/MagiCAD/Solibri) Ramboll has more than 1,000 experts working across five offices in India applying their passion to deliver innovative solutions in markets as diverse as Buildings, Transport, Planning & Urban Design, Water, Environment & Health and Energy. Founded in Denmark, Ramboll is a people company. We invite you to contribute to a sustainable future working in an open, collaborative and empowering culture. Overview:
The Technical Support Expert helps the business have efficient and optimal software utilization by implementing, operating, and managing Production software solutions. The purpose of the role is to ensure technical support of Production software with a specific focus on system support and maintenance. Authority:
The Technical Support Expert has the authority to perform relevant activities related to resolving technical Production Software Support cases and providing technical support to users on a defined set of Production Software. Reports directly to Technical Support Manager.
Tasks and Responsibilities:
System Support
Liaise with Vendor on technical and system-related issues Monitor Service Level Agreements and follow up with software owners Monitor and solve technical incidents according to processes Provide user access
System Maintenance
Maintenance of software portfolio according to IT policies and procedures Implement change requests according to specifications from the software owner Define non-functional requirements Align change requests across the IT landscape Deployment and releases of changes Timely communication to Business Owner in relation to maintenance windows and releases Performance monitoring for critical tools (dependency on vendors) Consult and align with business on the management of vendor plans for upgrades of a defined set of Production Software and specification of versioning plan for global Production Software incl. market specific configurations as well as on test and deployment for any upgrades and changes of Production Software. Manage vendor plans for upgrades of a defined set of Production Software and approve specified versioning plans for global Production Software (aligned with Business) Initiate upgrades and patches of software (incl. Production Software) and align test and deployment plans with Business
User Acceptance Test (UAT)/Validation
Provide support to businesses on the execution of user acceptance test.
Requirements
The Technical Support Expert should live up to the below requirements:
Have strong and deep technical knowledge of the relevant Production Software as: Autodesk INC. solutions as Revit Bentley solution as MicroStation, ProjectWise RTV Trimble International B.V. ("TIBV") MagiCAD Solibri And a deep understanding of the technical aspects of technical Production Software Support Understand business needs and industry trends within Production Software Be informed about industry trends, new technologies and vendor roadmaps within Production Software Be able to deliver on SLA for the team.
Personal qualities that will help you succeed in this role include: self-motivated, solution mindset, attention to detail, a team player with ability to work independently with minimum supervision, flexible attitude in an agile environment with frequently changing deadlines. You can be relied on to meet deadlines, are committed to both your work and personal development, with a willingness to widen your experience, including knowledge base and leadership skills. Good communication skills both written and verbal. #J-18808-Ljbffr
