Technical Support Engineer\Analyst
GISTEC
Total des années d'expérience :13 years, 11 Mois
• Provide high-quality technical support to end users of Esri software to effectively diagnose and resolve incidents, while making a positive impression
• Work well in a high-energy, fast-paced, enthusiastic, positive and collaborative environment
• Identify, understand and recommend solutions for customer issues by using working knowledge of ArcGIS installation, configuration and performance on supported platforms and environments
• As a Subject Matter Expert, document technical issues via incident tracking which involves authoring, technical editing and publishing of Knowledge Base articles as well as authoritative online content
• Develop and create documentation used to partner with internal software development teams to troubleshoot issues and evaluate solutions
• Interpret user issues to determine or recommend software changes to product engineers
• Escalate complex customer technical issues to senior-level support colleagues
• Work in other technical areas of software support as required by customer and business needs.
• Work with program leads to understand overall business activities, workflows, and customer needs.
• Understand user needs and expectation for system function
• Design system changes and design specifications and installation
• Manage system stability, operation, security, and scalability
• Collaborate with engineers or software developers to select appropriate design solutions or ensure the compatibility of system components
• Evaluate current or emerging technologies to consider factors such as cost, portability, compatibility, or usability
• Provide technical guidance or support for the development or troubleshooting of systems
• Work in networks and security systems like: IP and analogue cameras, Access Control, Time & attendance, Walkthrough, Turnstile, Switching, Routing and any security systems.
• Identify system data, hardware, or software components required to meet user needs
• Provide guidelines for implementing secure systems to customers or installation teams
• Receives training and assists in providing support for and maintenance of computers, servers, peripherals, network devices and other computer hardware.
• Receives training and assists in installing, configuring, maintaining and updating desktop and laptop computer operating systems, drivers and application software.
• Receives training and assists in monitoring and maintaining the integrity of various installed networks.
• Receives training and assists in diagnoses, troubleshooting, and repairing computer problems relating to software packages, basic hardware issues, security and password problems.
• Receives training and assists in communications with service providers about repair and technical support as necessary.
• Receives training and assists in evaluation of hardware and/or software applications by reading documentation, testing, and/or demonstrating to determine appropriateness of technology to meet user requirements, so as to be prepared to make recommendations based on evaluation.
I had a scholarship from Jordan Hashimite Fund for Human Development and Pepsi-co