Tier 1 Support Analyst (Enterprise Core/Setup)

Full Time, onsite
ESRI Malaysia Sdn Bhd
Shah Alam, Malaysia

RM 3,000 - RM 5,000 / Per Mon

Apply on

Indeed MY

Availability Status

This job is expected to be in high demand and may close soon. We’ll remove this job ad once it's closed.

Original

Simplified

Deliverable(s):

· Provide high-quality technical support and customer service to Esri end users through effective communication (via phone, e-mail, and chat) and efficient troubleshooting · Resolve technical issues related to enterprise GIS servers using Esri 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 outstanding customer service through troubleshooting and analytical skills

· Working knowledge of or the ability to learn Windows and Linux operating systems.

· Strong understanding of information technology concepts to including security (SSL and TLS), networking (DNS, DHCP, ports, web server permissions, load balancers, LAN/WAN technology) and installation, configuration, and performance of ArcGIS Enterprise and related technologies.

· Proficient in cloud computing technologies such as Amazon Web Services, Micosoft Azure, Google Cloud.

· Understanding of SAML (Security Assertion Markup Language) such as: Active Directory Federation Services (ADFS), Google Workspace, Okta, and Shibboleth.

· 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 language including grammar, punctuation, and consistency

· Strong prioritization skills including managing time and workload efficiently

· US citizenship and ability and willingness to obtain a security clearance

· Bachelor’s in GIS, geography, environmental science, computer science, information technology management information systems, or other relevant fields, depending on position level (master’s preferred)

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

· Knowledge in Web Servers, Knowledge in SSL, Knowledge in Web Certificates, Knowledge in Proxy Servers, Knowledge in Windows Servers, Knowledge in Windows Accounts, Knowledge in LDAP / Active Directory, Knowledge in SQL Database and more.

· Background in software support or technical customer service with the direct end-user contact

· A clear understanding of ArcGIS Enterprise architecture, applications, and functionality, including caching, geoprocessing, and geocoding

· Working knowledge of Esri products to include: ArcGIS Pro, Web AppBuilder for ArcGIS, Collector for ArcGIS, ArcGIS GeoEvent Server, ArcGIS Image Server, ArcGIS Online, ArcGIS Business Analyst, and mobile device/applications usage related to GIS

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

· Working knowledge of or the ability to learn containerization such as Kubernetes and Docker

· ESRI Certifications (Enterprise) would be an added advantage.

Job Types: Full-time, Permanent, Contract
Contract length: 24 months

Pay: RM3,000.00 - RM5,000.00 per month

Benefits: