GIS Support Specialist

2 weeks ago

Brisbane, Queensland, Australia beBeeTechnical Full time $90,000 - $120,000
About the Role">

We are seeking a Technical Consultant to join our team, delivering exceptional support and driving success for our clients. The ideal candidate will have a strong IT background, understanding a broad range of software and how these systems integrate to form the ArcGIS platform.

The key responsibilities include:

  • Performing incident management, problem management and change management processes in line with the ITIL best practice service delivery framework to resolve Level 1 and Level 2 technical issues.
  • Monitoring support incident queues and taking ownership of incidents to ensure response times or SLAs are met.
  • Managing case work to exceed key performance metrics such as CSAT, CES, ATR, percentage escalated, case volumes and weighted calls closed.
  • Diagnosing and resolving client issues related to enterprise application deployment and system architecture, including managing escalations and coordinating with cross-functional teams to ensure timely resolution.
  • Delivering adoption services (including training) for clients as needed – ensuring the highest level of client satisfaction is achieved as measured against key performance metrics.
  • Assisting in the development and maintenance of our knowledge base.
About You

To be successful in this role, you will need:

  • A minimum of 2 years of IT experience.
  • Experience working in software support or technical customer service.
  • A good understanding of corporate IT environments – systems, infrastructure, networks, security, and policies.
  • A strong understanding of Web server software and server-based applications.
  • An understanding of enterprise architecture/integrations and multi-tiered (HA) environments.
  • Python experience is desirable.
  • ArcGIS Enterprise experience is highly valued.
  • Experience troubleshooting enterprise-based solutions in cloud environments, such as Amazon Web Services (AWS) and Microsoft Azure (Azure).
  • Database experience is desirable including: MS SQL server, PostGres/GIS, Oracle, HANA.
  • Excellent customer service and communication skills.
  • The ability to effectively perform fault diagnosis and problem-solving skills; and communicate relevant issues and findings.
  • Relevant experience and/or qualification (BA preferred) in associated business disciplines (Computer Science, Information Technology, Geography, Geospatial Science, Remote Sensing and/or Surveying).
  • You must hold current permanent and full-time working rights in Australia.
  • Your attitude and behaviour should align with our core values.

If you are passionate about delivering exceptional support and driving success for our clients, we encourage you to apply for this exciting opportunity.

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