Junior Support Analyst

We have an exciting opportunity within our Technical Support team for a Junior Support Analyst, designed to build your knowledge, experience, and confidence in supporting customers using the ArcGIS System and the wider Esri UK product portfolio.

You will work as part of a highly collaborative team, to help customers resolve issues quickly and ensure customers receive the right support at the right time, across a wide range of sectors and technologies.

You will learn how to diagnose, analyse and reproduce customer issues to ensure root causes are well understood, working closely with more experienced Support Analysts and subject matter experts to reach a resolution.

A key part of the role is proactive communication. You will manage a varied caseload, ensuring customers and stakeholders are kept informed throughout the lifecycle of each support case.

Within the Initial Response Team (our Tier 1 team), you will play a key role in delivering excellent customer service and engagement, setting clear expectations, and ensuring issues are either resolved early or the right expertise is involved as quickly as possible.

You will build strong working relationships with colleagues across Support, Sales, Customer Success, and Professional Services, as well as develop professional relationships with customers and partners.

As your experience grows, you may contribute to additional activities such as supporting customer meetings, assisting with demonstrations, contributing to technical content for events, and getting involved in wider departmental initiatives.

Do you have experience in Time management?, Applicants should demonstrate a strong interest in GIS and technology, with some experience of working with ArcGIS.

You should be confident communicating with a range of audiences, able to manage and prioritise your workload effectively, and motivated to learn and develop within a fast-paced, customer-focused environment.

Success in this role depends on excellent communication skills, strong organisational ability, effective time management, and a proactive approach to problem-solving.

You should be comfortable working both independently and collaboratively, with a willingness to ask for support and continuously develop your technical knowledge and skills.

Pulled from the full job description

• Referral programme
• Employee mentoring programme
• Sabbatical
• Company pension
• Paid volunteer time
• Private medical insurance
• Casual dress, Salary: Competitive salary starting from £28,000 per annum plus generous bonus scheme (circa. 20%), We offer a competitive salary and bonus, alongside a comprehensive benefits package including pension, healthcare and flexible working.
• Generous bonus scheme (circa 20%)
• 6% company pension
• Private healthcare
• Gym/wellbeing contribution
• Cycle to Work scheme
• Enhanced family-friendly policies
• Paid volunteering opportunities
• Flexible working and support for continual learning/development

The location

This is a UK-based role with hybrid working available from our Aylesbury, Cambridge, Edinburgh or Belfast offices.

Junior Support Analysts are typically expected to work around 3 days per week in the office during their first year, to support learning, collaboration, and development as part of the wider team.

There may also be occasional travel to other offices, meetings, or events as required.

Other

Due to the nature of our customers and data, you must be based in the UK and willing to complete relevant security checks.

A little more about us

Esri UK uses mapping technology to help our customers solve the world’s most complex challenges. Our passion for improving quality of life through geography is at the heart of everything we do. We support governments, universities, businesses and charities worldwide to save money, improve society, and protect our environment through a deeper understanding of the changing world around them.

Esri UK is a thriving and inclusive workplace. We take pride in our culture and recognise the value our people bring. We believe in creating a balanced and flexible work/life environment and invest in learning and development at all stages of an individual’s career. We believe on promoting from within and offer long term career opportunity in a successful, growing business.

Esri UK are an equal opportunity employer - we recognise the importance and value of having a diverse and inclusive workforce and the benefits that this can bring to both our employees and our customers.