Technical Consultant

2 days ago

Brisbane, Australia Esri Australia Full time

**Work options**: Hybrid
- We deliver the best GIS solutions in the world, with the brightest minds on the map._

What are the issues that matter most to you? Climate change, national security, disaster response?

At Esri Australia you will work with people at the forefront of these issues, connect them with the best tech and solutions and get an inside look into the real-world challenges that shape our future.

We turn problems into opportunities, and that takes two things:

- The most powerful GIS technology and solutions.
- Driven, talented, and passionately curious people.

Here we connect them, and that’s how we achieve incredible things for communities, economies, and for your career.

**About the Role**

As part of Esri Australia’s expanding Client Care
- Enterprise Support Team, this Technical Consultant will deliver on our vision and service delivery principles of Ease, Expertise, Collaboration and Consistency, by providing technical support and training to our clients, ensuring that our contact with clients delivers a user experience consistent with our client experience vision.

Key Accountabilities are:

- Perform 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.
- Monitor support incident queues and take ownership of incidents and ensure response times or SLAs are met.
- Manage case work to exceed key Client Care performance metrics such as CSAT, CES, ATR, percentage escalated, case volumes and weighted calls closed.
- Deliver adoption services (including training) for clients as needed - ensuring the highest level of client satisfaction is achieved as measured against key performance metrics.
- Assist in the development and maintenance of our knowledge base.

**About You**

To be successful in this role, you will need:

- Minimum** 2 years of IT** experience.
- Experience working in **software support or technical customer service**.
- Good understanding of **corporate IT environments** - systems, infrastructure, networks, security, and policies.
- 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.
- Attitude and behaviour align with Esri Australia’s core values.

Discover how our values shape our impact, your journey begins with one click here: Our people

We are a 2025 Circle Back Initiative Employer - we commit to respond to every applicant.
- Please note that Esri Australia does not accept unsolicited resumes from recruiters or employment agencies._

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