Responsibilities:

• Provide technical support to customers using software products created and licensed by Esri (ArcGIS Pro, ArcMap, ArcGIS Online, ArcGIS Enterprise and associated web applications)
• Research, resolve, and respond to inquiries received via chat, telephone calls, email, all in a timely manner, in accordance with organizational standards
• Diagnose and troubleshoots end user computing problems including analysis of the problem, identification of appropriate resources, testing of proposed fixes and follow-ups to ensure the problem has been resolved
• Maintain detailed notes related to each interaction, documenting error messages, troubleshooting steps, and other pertinent information for resolution and tracking purposes
• Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs)
• Collaborate with various internal teams to resolve issues promptly
• Keeps up to date with knowledge of technical innovations, trends and best practices
• Some of the most common support scenarios that you will be handling:
o Installation and configuration of ArcGIS software, organization, license and user management, login issues, account/password reset
o Identify software errors/bugs, test and document in detail the encountered errors when escalating them
o Research, diagnose and troubleshoot technical issues related to SQL databases, user’s workflow,
o Debugging python/arcade scripts

We offer in-house training for all our ArcGIS software. Based on your skillset, you will be assigned to one of the three technologies for which we offer support – ArcGIS Pro, ArcGIS Online, ArcGIS Enterprise

Requirements:
•Fluency in English language is a must, with excellent communications skills (written and verbal)
•Bachelor’s degree or Bachelor’s studies in progress
•Customer-service oriented with a problem-solving attitude
•Service Desk or relevant experience in a technical environment such as technical support
•Experience in basic hardware troubleshooting (ex: system requirements, drivers, workflows, connection to databases)
•Knowledge of information technology concepts to including security (SSL and TLS), networking (DNS, DHCP, ports, web server permissions, load balancers, LAN/WAN technology)

Nice to have:
•Previous experience in working with GIS or ArcGIS software
•Knowledge of cloud computing technologies such as Amazon Web Services, Microsoft Azure, Google Cloud
•Understanding of SAML such as: Active Directory Federation Services (ADFS), Google Workspace, Okta, and Shibboleth.