Support Analyst II Information Technology Regulated Industries
Support Analyst II Information Technology Regulated Industries
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1 Vacancy
Job Description
Overview
As a Support Analyst II emphasizing your technical proficiency you will delve into the fundamentals of Esris robust Geographical Information Systems (GIS) platform and its intersections with vital IT principles like networking databases cloud computing and software issue resolution.
Your proactive and resourceful approach will drive creative solutions to our customers most complex challenges while thriving in a dynamic and collaborative setting. You will have the opportunity to aid our customers in utilizing the GIS platform effectively to further increase the benefits of location intelligence.
Embark on a rewarding journey with Esri where youll be part of a team that delivers exceptional global technical support guiding customers towards the effective and impactful usage of GIS.
At Esri we are committed to our customers and their success. It is a place for you to do your best work and partner with our customers amid a supportive culture that encourages creativity collaboration and passion.
Responsibilities
- Embrace innovative thinking. Provide highquality technical support by responding in realtime to customer needs in cases submitted via email chat and/or phone interactions.
- Empower our customers to be successful.Analyze customer issues to identify understand and articulate the core problem and potential solutions.
- Become a technical expert. Stay current on new releases and learn multiple products to continuously expand the breadth of work supported within the Esri platform.
- Fostering an environment of helpfulness and collaboration. Partner with team members to identify common patterns align on the best path forward and solve cases.
- Understand our customers. Maintain comprehensive case documentation in our customer relationship management (CRM) system to better understand the mission and activities of our customers.
- Be a mentor. Coach peers on areas of technical specialty. Exchange insights and best practices with peers.
Requirements
- 2 years of professional and customer service experience in a similar position supporting similar responsibilities
- Applied knowledge of the configuration usage and performance conceptsof 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
- Proficiency with one or more programming languages (C# .NET Java C Swift Kotlin or JavaScript)
- Be selfmotivated a proactive problem solver team oriented and creative
- US citizenship and willingness and ability to maintain a US Security Clearance
- Bachelors degree in geography computer science GIS information Technology environmental science natural resources or a related STEM field
Recommended Qualifications
- Advance knowledge of Esri software or various software systems such as ArcGIS Online ArcGIS Pro or Enterprise
- Professional experience in computer troubleshooting such as such as reading network traffic and configuring software
- Proficiency in cloud computing fundamentals and environments (Microsoft Azure or AWS)
- IT certifications such as CompTIA A CompTIA Security and others
- Masters degree in geography computer science GIS information technology environmental science natural resources or a related STEM field
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Required Experience:
IC
Employment Type
Full Time
