Technical Support Analyst

Aplică acum la cariere@esri.ro

Overview


Esri is the global market leader in geographic information system (GIS) software, location intelligence, and mapping. Since 1969, we have supported customers with geographic science and geospatial analytics, what we call The Science of Where. Esri Romania is a member of the Worldwide Esri Group of Companies and the official distributor for Esri products and services in Romania for over 20 years.

We are currently looking for a Technical Support Analyst with English. This is a contact center role in which you will be offering technical support for Esri’s US and international B2B customers. You will be based in the Bucharest office with an on-site working model.

  • Location: Global Worth Campus, Blvd. Dimitrie Pompeiu, nr. 4-6
  • Working schedule: Monday to Friday, 8h+1h lunch, between 10:00 – 22:00 in rotation shifts according to schedule (1st shift 10:00 - 19:00, 2nd shift 12:00 - 21:00)

Fresh graduates are encouraged to apply.

 

Responsibilities


  • Provide technical support to customers using software products created and licensed by Esri (ArcGIS Pro, ArcMap, ArcGIS Online, ArcGIS Enterprise and associated web applications)
  • Research, resolve, and respond to inquiries received via chat, telephone calls, email, all in a timely manner, in accordance with organizational standards
  • Diagnose and troubleshoots end user computing problems including analysis of the problem, identification of appropriate resources, testing of proposed fixes and follow-ups to ensure the problem has been resolved
  • Maintain detailed notes related to each interaction, documenting error messages, troubleshooting steps, and other pertinent information for resolution and tracking purposes
  • Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs)
  • Collaborate with various internal teams to resolve issues promptly
  • Keeps up to date with knowledge of technical innovations, trends and best practices

Some of the most common support scenarios that you will be handling:

  • Installation and configuration of ArcGIS software, organization, license and user management, login issues, account/password reset
  • Identify software errors/bugs, test and document in detail the encountered errors when escalating them
  • Research, diagnose and troubleshoot technical issues related to SQL databases, user’s workflow,
  • Debugging python/arcade scripts

We offer in-house training for all our ArcGIS software. Based on your skillset, you will be assigned to one of the three technologies for which we offer support – ArcGIS Pro, ArcGIS Online, ArcGIS Enterprise.

Requirements


  • Fluency in English language is a must, with excellent communications skills (written and verbal)
  • Bachelor’s degree or Bachelor’s studies in progress
  • Customer-service oriented with a problem-solving attitude
  • Service Desk or relevant experience in a technical environment such as technical support
  • Experience in basic hardware troubleshooting (ex: system requirements, drivers, workflows, connection to databases)
  • Knowledge of information technology concepts to including security (SSL and TLS), networking (DNS, DHCP, ports, web server permissions, load balancers, LAN/WAN technology)

Nice to have


  • Previous experience in working with GIS or ArcGIS software
  • Knowledge of cloud computing technologies such as Amazon Web Services, Microsoft Azure, Google Cloud
  • Understanding of SAML such as: Active Directory Federation Services (ADFS), Google Workspace, Okta, and Shibboleth.

Where you can find out more about us and our products


Personal data processing


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