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Jobs · Information Technology · North Carolina

Premium Support Analyst ll, Infrastructure

Esri · Charlotte, NC · 1 mo ago
On-siteInformation Technology$70k/yrFull-time

About the role

As a Support Analyst II, you will delve into the fundamentals of Esri's 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 aid customers in utilizing the GIS platform effectively to further increase the benefits of location intelligence. Embark on a rewarding journey with Esri, where you'll be part of a team that delivers exceptional global technical support, guiding customers towards the effective and impactful usage of GIS.

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.
  • Coach peers on areas of technical specialty and exchange insights and best practices.

Requirements

  • 2+ years of professional and customer service experience in a similar position, supporting similar responsibilities.
  • Applied knowledge of 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.
  • Proficiency with one or more programming languages (C#, .NET, Java, C++, Swift, Kotlin or JavaScript).
  • Self-motivated, 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.

Visa sponsorship is not available for this posting. Applicants must be authorized to work for any employer in the US.

Qualifications

  • Advanced knowledge of Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise.
  • Professional experience in computer troubleshooting 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.
  • Master’s degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field.

Benefits

  • Industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families).
  • 401(k) and profit-sharing programs.
  • Minimum accrual of 80 hours of vacation leave.
  • Twelve paid holidays throughout the calendar year.
  • Opportunities for personal and professional growth.

Pay

A reasonable estimate of the base salary range is $70,304 USD - $94,640 USD.

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