Job Description:
- Provide high-quality technical support and customer service to the company end users through effective communication (via phone, e-mail, and chat) and efficient troubleshooting
- Resolve technical issues related to enterprise GIS servers using their tools and other related technologies
- Work well in a high energy, fast paced, enthusiastic, positive, and collaborative culture
- Maintain comprehensive case documentation in customer relationship management (CRM) system
- As a subject matter expert, author and tech edit knowledge articles available to internal and external users
- Identify issues and log defects for software improvements.
- Work in other technical areas of software support as customer and business needs require.
Requirements:
- Ability to provide excellent customer service including strong troubleshooting, analytical, and problem-solving skills
- Identify, understand, and articulate solutions for customer issues by means of ArcGIS knowledge including installation, configuration, and performance of ArcGIS Enterprise are related ArcGIS Enterprise technologies
- Aptitude to gain understanding of systems administration and troubleshooting of multiple operating systems
- Ability to patiently communicate technical information clearly and concisely
- Ability to learn new concepts quickly, retain large amounts of information, and adapt to a changing work environment
- Proficient written and verbal communication abilities with a strong grasp of the English and Mandarin language including grammar, punctuation, and consistency
- Strong prioritization skills including managing time and work load efficiently.
Recommended Qualifications:
- Bachelor’s in GIS, Geography, Environmental Science, Computer Science, Computer Networking, Information Science, Computer Engineering, Networking, Information Technology, Business IT, Programming, or other equivalent
- Background working as Server Administrator, Network Administrator will be an advantage.
- Background in software support or technical customer service with direct end user contact
- Clear understanding of ArcGIS Enterprise architecture, applications, and functionality, including caching, geoprocessing, and geocoding
- Knowledge of ArcGIS Pro, Web App-Builder for ArcGIS, Collector for ArcGIS, ArcGIS Geo-Event Server, ArcGIS Online, Business Analyst Server and mobile device/applications usage related to GIS
- Experience with IBM Cognos, MicroStrategy, Microsoft Dynamics CRM, SAP BusinessObjects, or big data
- Knowledge in Web Servers, SSL, Web Certificates, Proxy Servers, Windows Servers, Windows Accounts, LDAP/Active Directory, SQL Database and etc.
- ArcGIS Certifications (Enterprise) would be an added advantage.
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