Support Analyst- Training Services


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Overview


In this role, you will interact with Esri customers around the globe to keep them updated on our latest technology. You will utilize your outstanding organizational and communication skills to manage the technical setup and support of instructor-led training events to ensure quality and reliable delivery.

Responsibilities


  • Coordinate the delivery of online classroom learning events by providing logistical, technical, and administrative support
  • Schedule cloud VMs for deployment, ensuring that all students have cloud VM credentials available to them prior to the class start time
  • Schedule web conferencing sessions for instructors
  • Post course materials, including student workbooks and data, to the Training Site prior to the first public offering of each course
  • Assist customers with initial class setup and provide first-line support for technical problems before and during class by email, IM, and telephone
  • Provide first-line class support to Instructors
  • Support cloud VM-related billing and reporting ad needed
  • Gather and document issues with classroom systems; coordinate issue resolution with vendors as needed
  • Assist with the selection and recommendation of new training delivery applications and infrastructure

Requirements


  • 2+ years of experience in a technology support role
  • 1+ years of experience in a customer-facing environment
  • Excellent organizational and time management skills
  • Excellent customer service, analytical/problem-solving, and written and verbal communication skills
  • Working knowledge of and experience with systems administration and troubleshooting multiple operation systems
  • Demonstrated ability to work with web conferencing platforms, virtual machine configurations, and audio technologies
  • Experience with Microsoft Office and remote collaboration software (administrator, presenter, and student tools)
  • Ability to learn new technologies and software applications
  • Bachelor`s degree in IT, computer science or related field

Recommended Qualifications


  • Knowledge of Esri`s product line and/or training curriculum
  • Experience with cloud computing and hosted solutions
  • Technical writing skills
  • Master`s degree in IT, computer science or related field

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Total Rewards

Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

A reasonable estimate of the base salary range is
$58,240-$93,600 USD

About Esri


At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.

If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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