Tier I Support Analyst

ESRI Malaysia Sdn Bhd; Shah Alam; On-site; MYR 33,000 - 61,000; Full time

Job summary

Esri Malaysia Sdn Bhd is seeking a Technical Support Analyst to help users maximize the ArcGIS platform, delivering outstanding support via phone, email, and chat.

You will troubleshoot across ArcGIS Pro, Enterprise, Online, Desktop, and geodatabases, document cases, and contribute to knowledge base while collaborating with product teams.

This 24-month contract is entry-level, requires Malaysian citizenship, and offers exposure to leading GIS technology and customer-focused service.

Qualifications

• Bachelor’s degree in GIS or related field required.
• Strong GIS concepts and ArcGIS experience.
• Experience with ArcGIS solutions administration and troubleshooting.
• Excellent analytical and troubleshooting abilities.
• Strong verbal and written English communication.

Responsibilities

• Deliver outstanding technical support via phone, email, and chat channels.
• Troubleshoot and resolve technical challenges across ArcGIS Pro, ArcGIS Enterprise, ArcGIS Online, ArcGIS Desktop, and enterprise geodatabases.
• Diagnose complex system, installation, configuration, and performance-related issues using Esri and related technologies.
• Maintain accurate and comprehensive case documentation within the CRM system.
• Contribute to the development of knowledge articles, technical documentation, and best practices for customers and internal teams.
• Collaborate with product and development teams by identifying trends, reporting defects, and recommending product enhancements.
• Thrive in a dynamic, customer-centric environment while supporting evolving business and customer needs.
• Continuously expand technical expertise across the ArcGIS ecosystem and related technologies.

Skills

GIS concepts

ArcGIS knowledge

Analytical problem-solving

Customer-focused service

English communication

Troubleshooting

Team collaboration

Learning agility

Education

Bachelor's Degree in GIS or related field

Master's degree (advantage)

Tools

ArcGIS Pro

ArcGIS Enterprise

ArcGIS Online

SQL basics / Database concepts

Job description

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 Malaysia you'll 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.

Please note this is a 24-month contract which will include night shifts. This is an entry/junior level position.

You must hold Malaysian citizenship to be considered.

About the Role

Join Esri Malaysia and become part of a team that empowers organizations through the world's leading GIS technology. As a Technical Support Analyst, you will play a key role in delivering exceptional customer experiences by helping users maximize the value of the ArcGIS platform.

Key Responsibilities

• Deliver outstanding technical support through phone, email, and chat channels, ensuring timely and effective resolution of customer issues.
• Troubleshoot and resolve technical challenges across ArcGIS Pro, ArcGIS Enterprise, ArcGIS Online, ArcGIS Desktop, and enterprise geodatabases.
• Diagnose complex system, installation, configuration, and performance-related issues using Esri and related technologies.
• Maintain accurate and comprehensive case documentation within the CRM system.
• Contribute to the development of knowledge articles, technical documentation, and best practices for customers and internal teams.
• Collaborate with product and development teams by identifying trends, reporting defects, and recommending product enhancements.
• Thrive in a dynamic, customer-centric environment while supporting evolving business and customer needs.
• Continuously expand technical expertise across the ArcGIS ecosystem and related technologies.

About You

You are a customer-focused problem solver who enjoys tackling technical challenges, learning new technologies, and helping customers succeed. You combine strong GIS knowledge with excellent communication skills and a passion for delivering exceptional service.

What You'll Bring

• Bachelor's Degree in GIS, Geography, Geoinformatics, Geomatics, Environmental Science, Geoscience, Remote Sensing, Computer Science, Information Technology, Management Information Systems, or a related discipline. A master's degree is an advantage.
• Strong understanding of GIS concepts, principles, and real-world applications.
• Experience or familiarity with ArcGIS solutions, including deployment, configuration, administration, and troubleshooting of ArcGIS Enterprise technologies.
• Excellent analytical, troubleshooting, and problem-solving abilities.
• Strong verbal and written communication skills in English, with the ability to explain technical concepts clearly to diverse audiences.
• Basic understanding of systems administration and troubleshooting across different operating systems.
• Ability to manage priorities effectively and perform well in a fast-paced environment.
• Strong learning agility with the ability to quickly acquire new technical knowledge and adapt to changing technologies.
• A collaborative mindset, positive attitude, and commitment to delivering exceptional customer service.
• Alignment with Esri Malaysia's core values and culture of innovation, teamwork, and customer success.

Discover how our values shape our impact, your journey begins withone click here

At Esri Malaysia, we help organisations harness the power of location through world-leading GIS technology, expert guidance, and tailored solutions that turn data into smarter decisions.

With more than 43 years of experience, we combine Esri's global technology with deep local expertise to solve complex challenges and create lasting impact across Malaysia.

As part of Boustead Geospatial, we are connected to more than 700 geospatial professionals across five countries, united by a shared purpose to help organisations and communities build a better, more resilient future.

Guided by our Compass Values: Passionate Curiosity, Integrity & Deep Relationships, and Excellence, Progress & Impact