Support Analyst l-Infrastructure
Required skills
1+ years of professional and customer service experience in a similar position, supporting similar responsibilities Ability to learn the configuration, usage, and performance concepts of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise to an industry context Experience communicating with customers with varying technical aptitudes in GIS and information technology Knowledge of information technology frameworks, including security, networking, installation, configuration, and performance Demonstrated experience with SAML, such as Active Directory Federation Services (ADFS), Google Workspace, Okta, and Shibboleth Be self-motivated, a proactive problem solver, team oriented, and creative Bachelor's degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field
Preferred skills
Professional experience with Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise Understanding of cloud computing concepts and environments (Microsoft Azure or AWS) Proficiency in computer troubleshooting such as such as reading network traffic and configuring software Proficiency with one or more programming languages (C#, .NET, Java, C++, Swift, Kotlin or JavaScript) Master's degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field
Technologies
Esri, Geographical Information Systems (GIS), ArcGIS Online, ArcGIS Pro, ArcGIS Enterprise, Microsoft Azure, AWS, Active Directory Federation Services (ADFS), Google Workspace, Okta, Shibboleth, C#, .NET, Java, C++, Swift, Kotlin, JavaScript
Responsibilities
Provide high-quality technical support by responding in real-time to customer needs in cases submitted via email, chat, and/or phone interactions Analyze customer issues to identify, understand, and articulate the core problem and potential solutions Stay current on new releases and learn multiple products to continuously expand the breadth of work supported within the Esri platform Partner with team members to identify common patterns, align on the best path forward, and solve cases Maintain comprehensive case documentation in our customer relationship management (CRM) system to better understand the mission and activities of our customers
Seniority
Entry-level (1+ years experience)
Domain
IT Support, GIS, Cloud Computing, Networking