1st Line Product Support Technician - GIS

1st Line Product Support Technician - Geospatial

Idox Software Geospatial Division

Pune

About the role

We are looking to recruit a talented and motivated Support Technician to join our Product Support Team.

Idox Geospatial is proud to be part of the Idox Group and are at the leading edge of cloud delivery for web mapping and pioneering GIS software and data. Using globally leading open-source technologies, this is a team which is passionate about applying GIS and geospatial data to improve and innovate what our customers do.

As a Geospatial Support Technician, you will play an important role in providing excellent customer support services for our products. This includes first line technical support for a portfolio of GIS and Geospatial applications, including Idox Geospatial developed bespoke client systems. You will help to ensure our key service level agreement commitments are fulfilled to high quality and performance standards.

This is an exciting opportunity to play a key role in the expansion and use of Idox Geospatial applications by our customers, internally and externally. Youll work on your own initiative as part of the team and bring new ideas to continuously improve what we do.

Key responsibilities

• Service Management
• Provide first line service desk and technical support services to customers, and assist with the administration of service desk systems
• Contribute to the delivery of customer Service Level Agreements (SLA) to ensure required quality and performance standards are met
• Follow process documentation in line with our quality system
• Produce internal and customer facing performance and management reporting
• Collaborate with customers and users to maintain our customer focused reputation
• Adherence to Idox Information Security policies and protocols

To be successful, youll need to have:

• 1+ year experience of product support desk
• Working experience of open-source GIS web, desktop and database products like QGIS or ArcGIS
• Experience of providing customer-focused services
• Strong verbal and written communication skills
• Ability to work effectively and efficiently as part of a team
• Good problem solving and analysis skills
• Aptitude for learning and applying new technologies

Additional desirable qualities:

• 1+ years experience of working as part of a GIS Team
• Degree or Technical Qualification in GIS, related discipline or transferable skills
• Applied knowledge of geospatial data