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Support Analyst - Enterprise

Company: ESRI
Location: Redlands
Posted on: January 15, 2022

Job Description:

Overview

Great software requires hard work by incredibly smart people. Esri Support Services has built an identity by making sure that we're helpful whenever there is a need. As a support analyst, you will connect with people to understand their goals and support their quest to impact the world around them positively. Being proactive and resourceful, you will be able to innovate new and creative solutions to solve our most challenging issues internally and externally while working in a dynamic and high performing environment. Be part of a team that provides world-class technical support, ensuring our customers achieve success and make effective, smart geospatial decisions all around the globe.

Responsibilities

Provide high-quality technical support and customer service to Esri end users through effective communication and efficient troubleshootingResolve technical issues related to enterprise GIS servers using Esri tools and other related technologiesWork well in a high-energy, fast-paced, enthusiastic, positive, and collaborative cultureMaintain comprehensive case documentation in customer relationship management (CRM) systemAs a subject matter expert, author and edit knowledge articles available to internal and external usersIdentify issues and log defects for software improvementsWork in other technical areas of software support as customer and business needs require

Requirements

Ability to provide outstanding customer service through troubleshooting and analytical skillsIdentify, understand, and articulate solutions for customer issues including installation, configuration, and performance of ArcGIS Enterprise and related technologiesAptitude to gain an understanding of systems administration and troubleshooting of multiple operating systemsAbility to patiently communicate technical information clearly and conciselyAbility to learn new concepts quickly, retain large amounts of information, and adapt to a changing work environmentProficient written and verbal communication abilities with a strong grasp of the English language including grammar, punctuation, and consistencyStrong prioritization skills including managing time and workload efficientlyBachelor's in GIS, geography, environmental science, computer science, management information systems, or other relevant fields, depending on position level (master's preferred)

Recommended Qualifications

Background in software support or technical customer service with the direct end-user contactA clear understanding of ArcGIS Enterprise architecture, applications, and functionality including caching, geoprocessing, and geocodingWorking knowledge of Esri products to include ArcGIS Pro, ArcGIS Web AppBuilder, ArcGIS Collector, ArcGIS, ArcGIS GeoEvent Server, ArcGIS Image Server, ArcGIS Online, ArcGIS Business Analyst, and mobile device/applications usage related to GIS

The Company

Our passion for improving quality of life through geography is at the heart of everything we do. Esri's geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.If you need a reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.#LI-OH1Job SummaryJob Category: Technical SupportJob ID: 2021-13415

Keywords: ESRI, Redlands , Support Analyst - Enterprise, Professions , Redlands, California

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