Technical Services Analyst Job in Longmont 80503, Colorado US
Summary
Technical Services Analysts provide initial and advanced technical support for the online platforms. Support for other technical solutions deployed by DG in support of customer solutions (e.g., application interfaces) as well as handling customer order-related questions / complaints are also within the scope of the TSA’s responsibilities. TSAs are also required to work effectively with various internal teams in order to provide advanced technical support and problem resolution.
Responsibilities
- Provide advanced technical support and serves as escalation point for resolving technical issues
- Complete initial assessment of service request
- Verify that incident is not considered to be a known problem, make initial decision as to whether incident should be reclassified as a problem
- Performs initial and advanced problem investigation, diagnosis, escalating to Tier 2 support organizations, as necessary.
- Serve as primary interface between Digital Globe’s customers and our internal organizations (e.g., Product Management, Solutions Engineering, IT, Development)
- Manage Known Problem Database and Knowledge Repository
- Assists with testing in order to ensure that DG solutions meet customer requirements
- Support and/or contribute to the design, development, and delivery of end user / customer training and/or procedures
- Demonstrate the ability to understand customer requirements and ensure that DigitalGlobe’s solution meets these needs
Requirements
This person must possess a strong customer focus and have the following experience:
- Bachelor’s degree or equivalent experience in Information Systems, Computer Science, or Geospatial Information Systems
- 3-5 years technical / customer support background
- Geospatial Information Systems (GIS) experience
- Strong business acumen, client-service, and results orientation; both a strategic thinker and able to execute tactics
- History of building positive relationships internally and externally
- Ability to work in an unstructured environment to strategically set and achieve organizational goals
- Some travel required (less than 10%)
- Ability to provide on call support, as necessary, including evenings and weekends
- Existing security clearance or ability to obtain a security clearance required.
Skills Experience
Strong technical aptitude and experience across a variety of hardware and software environments, including:
· Experience with
o Web Map Services (e.g., WMS, WMTS)
o Mapping API technologies (e.g., Google, Bing, OpenLayers)
o Internet map server technologies (e.g., GeoServer, MapServer, MapGuide)
· Work experience with imagery COTS tools such as ENVI, ESRI, PCI, and Socet Set
- Understanding of networking, firewalls, routing, and remote site connectivity
- Remote sensing and image processing experience desired
· Experience with UNIX, Linux, Windows, desired
Compensation
Our compensation package includes: competitive base salary; annual incentive plan with payouts based on results; choice of medical plan; dental, life and disability insurance; employee assistance program; flexible spending accounts; a 401(K) plan with a competitive company match; tuition reimbursement; 10 paid holidays and 4 weeks paid time off. DigitalGlobe is an Equal Opportunity Employer.