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Technical Lead - Desktop Technology (#1,312,638,643) 

Job offer #1,312,638,643 in Petaling Jaya (Selangor), Malaysia

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Job Description:
• Works as a Technology SME, handling Tertiary Escalations.
• Works as a Technology SME, handling Technical Assist request.
• Assist Group Leads and Training Leads identify analyst training needs.

Monitoring Availabilities
• Make sure that all Analyst(s) have their utmost skills equipped.
• Notify the Site Manager and ESS Business team (the current process being followed).

Monitoring Dispatch and Personal Queues
• Personal technology management - optimal number of Incidents, timely follow-up and performance.
• Check for communication quality – random check of cases, identify new training need.

Case Management and Documentation
• Work with the Group Leads to ensure quality of the Case management process.
• Review the Cases on a regular basis to monitor technical terms and quality being kept up all time.
• Reviews the Cases on a regular basis to monitor Escalation type which may require further training and will recommend to Training Team accordingly.
• Assist the Analyst(s) with the Cases from a technical perspective.
• Perform all system-related workflows assigned.

• Regular meetings with Group Lead and Training Team to check and ensure performances and provide feedback.
• Regular meetings with Site Manager to ensure to that the metrics are achieved by planning, training and implementation of Action Plan(s).

Job Requirements:
o Ability to provide strong troubleshooting, analytical, and problem- solving skills.
o Solid understanding of GIS theory and applications.
o Willingness to understand a broad range of software and how this software works together to form the o ArcGIS platform.
o Ability to patiently communicate technical information clearly and concisely.
o Ability to learn new concepts quickly, retain large amounts of information, and adapt to a changing work environment.
o Proficient written and verbal communication abilities with a strong grasp of the English language. including grammar, punctuation, and consistency.
o Strong prioritization skills including managing time and work load efficiently.
o Background in software support or technical customer service with direct end user contact.
o Clear understanding of ArcGIS Enterprise architecture, applications, and functionality.
o Knowledge of one or more of the following: Windows, Geoprocessing, Geocoding, Coordinate Systems, AutoCAD, ArcGIS Business Analyst, Land Records (parcel fabrics), Python, Caching, Raster, Spatial, 3D, ArcGIS Network Analyst, Citrix and ArcGIS Online.

Job Qualifications:
o Bachelor’s in GIS, Geoscience, Surveying Science and Geomatics, Geomatics Science, Science Remote
o Sensing Geography, Environmental Science or other relevant field depending on position level.
o Master holders with any above qualification will be good as well.
o Working experience ranging between 4 – 6 years in ARCGIS Platform environment is a MUST.
o Preferable someone whom has experience using ArcGIS product.
o Any GIS related certification or Associate/Professional Certification (Desktop) would be an added advantage.

The Company

Company Name
Confluence Contours
Company Description
CONFLUENCE is a leading, global provider of geospatially powered solutions to the commercial, government, financial, insurance and communications industries. Our customers rely on our GIS and geospatial solutions to organize vast amounts of complex data into understandable visual representations. Through our software, our customers make better and faster operational decisions vital to power business intelligence and interaction management that help propel growth and efficiency within their organizations.
Our typical customer has complex, customer-specific workflows which handle critical data in an existing IT infrastructure. CONFLUENCE's task is to understand our customer’s needs and processes, prescribe a correct set of tools, and implement our geospatial technologies seemplessly into their environments. To do that, we offer extensive services to help customers analyze their business processes and integrate our products and services in the most productive way.

CONFLUENCE serves as the source for infrastructure management and integrated operational support solutions for managing the communications network assets of communications companies. These assets could belong to public or the private sector entities that maintain their own private communications network. We provide a suite of solutions to help you address work design, network asset management, the Internet, and integrated mobile work force management. The foundation component for our solutions is a comprehensive, enterprise-capable,GIS solution that houses a connected data model of your entire communications infrastructure. CONFLUENCE solutions are based on open, scalable products optimized for interactive 2D and 3D visual performance, ease of integration, and the enterprise data integrity needs of both large and small information systems environments.
Number of Employees
11 - 100
Your Contact Partner
Cathy Valencia

Job Details

Employment Status
Contract / Freelance
Type of Salary
Fixed salary
Job Location
Petaling Jaya
Post Code

Job Requirements

Minimum Educational Qualification
Bachelor's degree
Professional Experience
3 Years
Languages known
English  (Expert)

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