Geospatial Product Support Technician

For 23 years, Autodesk has invested in people, software, and technology to help customers realize their ideas-to compete and win. We first revolutionized the software industry with the AutoCAD® product, which introduced drafting on a PC. The widespread popularity of AutoCAD software forged our company's lifetime commitment to practical innovation that drives productivity and profitability. AutoCAD also paved the way for our technology leadership in industries such as building, infrastructure, manufacturing, media and entertainment, and wireless data.Autodesk, Inc. (NASDAQ: ADSK) is wholly focused on ensuring that great ideas are turned into reality. With over six million users, Autodesk is the world's leading software and services company for the building, manufacturing, infrastructure, digital media, and wireless data services fields. Autodesk's solutions help customers create, manage, and share their digital assets more effectively. As a result, customers turn ideas into competitive advantage by becoming more productive, streamlining project efficiency, and maximizing profits.In this role as Product Support Technician, you will have opportunities to help support customers implementing some of the latest and most exciting products in the Autodesk Geospatial line. The successful candidate will be self-motivated and a skilled technical analyst with strong problem-solving abilities. This position requires a detailed understanding of Autodesk Geospatial products, specialty areas, and knowledge of the related industries. As a member of a shared responsibility team, you’ll not only help identify and solve technical problems and questions but also turn lessons learned into technical documents published into an extensive knowledge base on Autodesk.com.Essential duties and responsibilities:
Provide direct technical support to internal and external customers and partners via approved communication channels.
Document internal and external customer and partner interactions in the department’s knowledge based system.
Document problem resolutions in the knowledge based tools.
Be an active member of a shared responsibility team.
Research, verify, and generate change requests and wishlist items.
Work with development, testing and documentation teams during product development cycle to ensure quality.
Investigate, develop and present formal and informal training on Autodesk products and support issues as assigned.
Work with a Manager to develop a personalized employee development plan that includes training and project assignments that enhance product knowledge and general business skills.Required Experience:
Two years using Autodesk Geospatial software in a production environment.
Experience working directly with customers in a service-related position.
Bachelor’s degree or equivalent experience in Geography, Cartography/GIS, Geology, Environmental Science or related field.
Experience troubleshooting software and hardware problems.Required Skills:
Advanced knowledge of Autodesk Map 3D and MapGuide products.
Must have a working knowledge of computer hardware and operating systems.
Excellent verbal and written communication skills and a strong command of the English language.
Ability to convey complex technical details.
Strong customer service skills including phone etiquette and conflict resolution.
Must have above average troubleshooting skills, strong analytical problem solving skills, and the ability to interpret technical.Desired Experience:
Two years in a customer support or service organization.
Knowledge of Microsoft Desktop Operating Systems, Network Operating Systems and Linux.
Knowledge of Enterprise databases, i.e., Oracle, SQL Server.
Knowledge of GIS/Mapping software, i.e. ArcView and ArcIMS.
Knowledge of Web services i.e. IIS and Apache.
Knowledge of structured programming languages including PHP, SQL, LISP and HTML.Autodesk is always looking for extraordinary people who strive for excellence. We recognize that our success is in large part due to the outstanding talent and dedication of our employees. Your opinions, ideas, and participation in the company's decisions and actions aren't just welcome-they're expected. We take pride in a culture based on respect, collaboration, and diversity.
Because each of us has different needs and our own lifestyle, Autodesk offers a variety of benefits. A rewarding career and personal life depend in part on our continued good health and peace of mind. Autodesk therefore offers a wide range of high-quality health insurance plans, survivor and income protection plans and flexible spending accounts as part of our flexible benefits program.
REQUIREMENTS
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