Job Description :
Job Title: Esri ArcGIS Support Engineer Location: Atlanta, GA Duration: 3 Months Note: Selected candidates need to be on board Onsite. They need to pick their on- boarding documents and equipment manually. No expenses will be paid for travelling Job Description: Under direct supervision, Esri ArcGIS provides user support on a continuing basis either by phone/email, Microsoft Teams, Remote Desktop, or site visit. Receives requests for technical support through the Client work request system. Contacts customers to clarify, isolate, replicate, and troubleshoot issues. Documents and tracks issues to resolution or escalates to more experienced staff. Provides user instruction/guidance. Assists GIS/IT teams in implementing solutions. May develop and conduct training programs for GIS user group. Job Responsibilities: Acts as 1st line of GIS technical support for Client Provides excellent customer service, follow-up, and follow-through to address customer concerns or Needs acts as a customer liaison Provides troubleshooting and technical support via phone, email, and desktop screen sharing; clarifies customer issues to obtain necessary information Provides accurate feedback on technical problems, next steps, and solutions Escalates technical issues and coordinates with IT staff to resolve problems and provide solutions, consults with Esri support as needed Creates, updates, and resolves work request tickets; updates work time log; provides status/progress reports Instructs customers in using Esri ArcGIS solutions and supported applications, enables customers to be more productive with GIS Develops, updates, or maintains system/technical documentation as needed Connects customers to training and other resources to assist them in using the system Assists in application validation after system updates/upgrades Assists in data development, obtaining updates, QA/QC, metadata, or map/service preparation Assists in implementing ArcGIS solutions Performs a variety of special projects and assignments and provides on-call support as needed Develops Client GIS User Group, resources, training materials, and website Follows Client IT policies, procedures, guidelines and standards. Required/Desired Skills Skill Matrix Skill Matrix Technology Years of Experience Overall IT Experience Communication (1 - 10) Bachelor's degree in geography, GIS, environmental science, computer science, information systems, or related field Knowledge and experience with Esri ArcGIS software Knowledge of geospatial and mapping concepts such as GPS, mapping, data editing, spatial analysis, metadata, etc. Excellent communication, interpersonal, collaboration, and teamwork skills Able to isolate, reproduce, and troubleshoot technical issues Positive, professional, independent, self-starter, with good organization skills Passion to provide excellent customer service and build effective customer relationships Able to use judgment and think before acting Graduate GIS Certificate, URISA GISP, Esri ArcGIS Certification, or other related GIS training/certifications Experience with ArcGIS Online or related mobile applications IT application support or hardware/software troubleshooting experience Windows 10 Experience working with shape files, geodatabases, or any other database experience

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