Analyst - Technical Support

Skills: Technical Support, ArcGIS, GIS - Geographical Information Systems, Troubleshooting, Installation

Minimum Qualification: B.TECH/B.E

• Actively engage and provide solutions, and address the technical issues reported by customers.

• Act as a subject matter expert in handling Geospatial data management and usage.

• Identify, understand, and articulate solutions to customer issues by means of Web GIS knowledge including installation, usage, configuration, and performance of ArcGIS Enterprise and related Web GIS technologies.

• Coordinate and deliver Product trainings to customers over remote and onsite.

• Provide high-quality technical support and customer service to Esri India end users through effective communication, problem solving and analytical approach over remote and at onsite customer location.

• Work well in a high energy, fast paced, enthusiastic, positive, and collaborative culture and ready to travel to customer locations with short notice.

• Manage the ArcGIS Enterprise Health and Performance, scheduled backup monitoring etc.

• Maintain SOPs for managing customer environments and document comprehensive case resolution steps, suggestions, and workaround solutions.

• Maintain comprehensive case documentation in customer relationship management (CRM) system

• Author and Publish tech experiences as knowledge articles and Identify issues and log defects for software improvements.

Requirements: 
 

• Excellent in customer communication, management, and presentation skills.

• Establish trust and relationship with Esri India Users and act as a GIS SME for the customer.

• Experience with Esri software and strong problem solving and analytics skills in addressing and resolving technical issues of ESRI mainly ArcGIS Enterprise (ArcGIS Server, ArcGIS Enterprise Portal, ArcGIS Data Store, Geoevent Server, GeoAnalytics Server, Image Server), ArcGIS Desktop, ArcGIS Online, and ArcGIS Runtime and Field Apps.

• Hands on experience in working with Enterprise Geodatabases, Versioning, Replication and Installation, Configuration over supported RDBMS - Oracle / Microsoft SQL Server / PostgreSQL databases. 

• Work closely with Esri Enterprise Managed Services team and manage user environments hosted on Esri’s technology.

• Strong problem solving and analytics skills in addressing and resolving technical issues of ESRI and its inter-related technologies.

• Drive adoption of new technologies by maintaining up-to-date personal knowledge of Esri technology, key national security industry domains and technical trends.

• Experience in the implementation of Enterprise Information System (EIS) frameworks and platform architectures from requirements including IT and GIS strategies, cloud patterns, security, scalability, and licensing.

• 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.

• Understanding of systems administration and troubleshooting of multiple operating systems like Windows and Linux / Unix.

• Ability to understand and communicate technical information clearly.

• Willing to travel with short notice and able to re-locate as per the need of the organization.

• Ability to learn new concepts and adapt to a changing work environment.

• Proficient written and verbal communication abilities with a strong grasp of the English language including grammar, punctuation, and consistency.

• Strong prioritization skills including managing time and workload efficiently.

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

 
Desirable experience: 
 

• Background in software support or technical customer service with direct end user contact

• Hands on experience in working with Enterprise Geodatabases, Versioning, Replication and Installation, Configuration, and performance tuning.

• Clear understanding of ArcGIS Enterprise architecture, applications, and functionality, including caching, geoprocessing, geocoding, backup, health checks and performance monitoring.

• Knowledge of ArcGIS Pro, Web AppBuilder for ArcGIS, Collector for ArcGIS, ArcGIS GeoEvent Server, ArcGIS Online, and Field Apps usage related to GIS.

• Experience in working with Multiple Team together and understand the operational processes of how large organization data center works.

• Expertise in Windows and/or Linux system architecture concepts and systems administration.