The Role
The Technical Analyst will support ticket triaging, learn software technologies, communicate technical issues, and develop troubleshooting skills for software support roles.
Summary Generated by Built In
Job Description
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.
Responsibilities:
- Supporting 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
- Communicating technical issues effectively 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
Requirements:
- Bachelor’s Degree in Computer Science, Computer Engineering, Data Science, or similar major
- 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
- 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 18 months is required
- Graduating within 6 months if full time status is maintained may be acceptable
- Similar experience may qualify
About Us
Who are we?
Champions for industrial automation innovation and driven by a mission statement to empower our customers to swiftly turn great ideas into reality by removing all technological and economic obstacles, we create and deliver solutions that relieve pain points, bring efficiency to operations and optimize integration.
Why Choose Inductive Automation?
Our passion goes beyond customers. We celebrate your personal and professional milestones, and we support our teams with meaningful work in a collaborative environment.
We find that great work-life balance inspires teams to do their best work and empowers people to live their best lives. That's why diversity, fun, and flexibility are ingrained into our work culture.
The Inductive Automation team understands the importance of personal growth and social connection. So things like time for professional development, or company and team activities are baked right into the schedule to keep us all engaged, connected, and prospering.
Benefits and Perks
100% Employee Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance.
Paid Time Off: Receive paid holidays, vacation, and sick time.
401k with Match: Save for the future with our company-matching 401k program.
World-Class Headquarters: While on-site, enjoy complimentary snacks and beverages, then challenge a friend to a game of pool, table tennis, shuffleboard, or foosball.
Adjacent Nature Reserve: On-site employees enjoy breathtaking views and adventures that energize and inspire.
Top Skills
AWS
Docker
Java
Linux
Osx
Python
SQL
VMware
Windows
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The Company
What We Do
Inductive Automation creates industrial software that empowers organizations to swiftly turn great ideas into reality by removing all technological and economic obstacles. By cross-pollinating IT with SCADA technologies, Inductive Automation created Ignition software, the first and only universal industrial application platform. With Ignition, industrial organizations are able to create virtually any kind of industrial application – SCADA, IIoT, MES, and beyond – all on one platform. 57% of Fortune 100 companies depend on Ignition, with its outstanding software platform and top-notch support.
