Senior Engineer/Analyst - Technical Services

Role Overview

Tech Support / GIS / ArcGIS Desktop / ArcGIS Enterprise / ArcGIS Server / ArcGIS Online and Field Apps

Job Roles and Responsibilities

• Provide high-quality technical support and customer service to Esri India end users through effective communication and efficient troubleshooting.
• Identify, understand, and articulate solutions for customer issues, including the usage and performance of ArcGIS Desktop, ArcGIS Online, ArcGIS Pro, ArcGIS Enterprise, and related technologies. Work well in a high energy, fast paced, enthusiastic, positive, and collaborative culture.
• Maintain comprehensive case documentation in customer relationship management (CRM) system.Work in other technical areas of software support as needed such as Identifying issues and logging defects.
• 3+ years of professional or customer service experience in a similar position, supporting similar responsibilities.
• Professional experience providing customer service and troubleshooting with customers and users.
• Working knowledge or the ability to learn the configuration, usage, and performance of ArcGIS Online, ArcGIS Pro, and/or ArcGIS Enterprise.
• Knowledge of or the ability to learn Windows and Linux operating systems including SSL, ports, web server permissions, load balancers, LAN/WAN technology, and installation, configuration, and performance of
• ArcGIS Enterprise and related technologies.
• Drive adoption of new technologies by maintaining up-to-date personal knowledge of Esri technology.
• Ability to communicate with customers with varying technical aptitudes in GIS and information technology.
• Proficient time management skills.
• Professional experience with Esri software or various software systems.
• Understanding of network troubleshooting tools with the ability to troubleshoot network connections used by the ArcGIS products.
  
• Background in software support or technical customer service with direct end user contact.Actively engage and establish trust with customers and address the technical challenges
  

Desired Skills

M.Sc / M.Tech / M.Sc.Tech in GIS, Geography, Geology, Environmental Science, Computer Science, Management Information Systems, or any other relevant field.

Required Skills

Minimum 3+ years of professional or customer service experience in a similar position, supporting similar responsibilities.

Good to have Skills

Good Communication Skills