ESRI Tech Support

Job Designation/Role: - Esri Technical Support

Job Description Summary/Overview:

- A skilled and initiative-taking Esri IT Support – professional with 1–3 years of hands-on experience in customized Esri GIS application support operations and incidents/ticketing workflows. The role involves providing technical support for GIS platforms, managing incidents and requests in troubleshooting system issues, and ensuring high availability and performance of Esri-based applications and infrastructure. - The candidate will collaborate with internal IT teams, end users to resolve technical issues efficiently, improve service quality, and maintain operational excellence.

Job Description/Responsibilities:

IT Support & Incidents Management: -

- Provide support for Level 1 to 4 type of incidents/requests, technical support for Esri applications (ArcGIS Desktop, ArcGIS Pro, ArcGIS Server, Portal for ArcGIS, ArcGIS Online). - Track, prioritize, and resolve incidents, service requests, and problems using customized Esri applications. - Ensure adherence to ITIL processes including Incident Management, Problem Management, Change Management, and Asset Management. - Monitor ticket queues, meet SLA targets, and maintain accurate documentation of resolutions. - Perform root cause analysis and escalate complex issues to higher-level teams or vendors when required.

GIS Application Support: -

- Install, configure, upgrade, and maintain Esri software and related plugins. - Support users with map services, geodatabases, publishing services, data access, and performance issues. - Assist in troubleshooting GIS server outages, service failures, and integration issues. - Validate GIS data integrity and support basic spatial data workflows.

System & Infrastructure Support: -

- Support GIS Application, Data servers, and user workstations hosting GIS tools. - Monitor system health, logs, and backups activities. - Coordinate with network, database, and cloud teams for infrastructure-related issues.

Automation & Continuous Improvement: -

- Identify opportunities to automate repetitive tasks using workflows or scripts. - Create and maintain knowledge base articles and documentation. - Participate in service improvement initiatives to enhance system stability and user experience.

User Support & Communication: -

- Provide professional support to end users through phone, email, chat, and incidents/ticketing tools. - Communicate clearly with stakeholders regarding issue status and resolution timelines.

Experience Required: - 1 to 3 years

Skills Required:

Technical Skills: -

- Hands-on experience with Esri GIS products (ArcGIS Pro, ArcMap, ArcGIS Server, Portal, ArcGIS Online). - Knowledge of ServiceNow and related platforms (incident, change request modules). - Understanding of ITIL processes and service operations. - Basic knowledge of system administration and servers/data troubleshooting. - Familiarity with networking concepts (DNS, ports, firewalls). - Basic scripting knowledge, batch files operations and resolving issues as per knowledge base articles and provides user support as and when required.

Soft Skills: -

- Strong problem-solving and analytical skills. - Excellent communication and customer service skills. - Ability to work independently and in a team environment. - Good documentation and reporting skills. - Ability to manage multiple priorities under pressure.

Qualifications:

- Bachelor’s degree in computer science, Information Technology, GIS, Engineering, or related field. - 1–3 years of relevant experience in IT Support, GIS application support, or Service Desk operations. - Incidents/Request/Change Management or Technical Certification would be an added advantage.

IT support system certificate if any