GIS - Support Agent

Added: April 30, 2024

GIS Support Agent


Our mission is to support customers keep our communities warm, safe, and running, sustainably.

We make this possible, providing our customers with the best-of-breed Field Service Management software platform specifically designed for linear asset management, and through our industry experts and cutting-edge technologies.

A career at OverIT means unleashing your potential in a high-growth and high-energy environment. Moreover, you will join a SaaS company committed to becoming a global leader in FSM while enhancing your potential in a great place to work.

We are committed to growing along with our customers and partners, inspiring talents, and giving back to the community. We rely on four core values: trust, customer success, excellence, and simplicity.

Job Overview

We are looking to expand our Customer Support team with a GIS Support Agent, directly reporting to the Service Manager.

Among your main responsibilities, you will be primarily in charge of providing first and second-level support on our OverIT GIS solutions, handling requests from both customers and partners. Excellent problem-solving skills as well as a strong orientation to teamwork are essential competencies that make a difference in fostering a fruitful collaboration with the Service Desk and Customer Success teams to manage and solve issues in compliance with contractual SLAs and ITIL guidelines.

Key Responsibilities:

  • Provide first-contact resolution by leveraging multichannel assistance in English and Italian;
  • Work in shifts previously agreed upon with the team to provide 24/7 service;
  • Act as a channel between customers/partners and the organization;
  • Document issues and touch points accurately in order to strive for a constant improvement;
  • Provide high-level troubleshooting to deliver effective solutions;
  • Manage detailed problem and resolution logs to ensure the knowledge base to be constantly updated;
  • Detect and solve recurring technical issues of medium complexity;
  • Find effective solutions and anticipate any possible measures to improve and adjust procedures due to a highly critical-thinking approach.

Required experience and skills:

  • Diploma in IT and related subjects. A degree is a nice to have;
  • 1/2 years of experience in a similar role;
  • Basic use of GIS desktop applications (ESRI ArcMap and/or ESRI ArcGIS Pro and/or QGIS);
  • Basic knowledge of the architecture of Geographical Information systems;
  • Knowledge of SQL and ability to understand complex relational database;
  • B2 English level, both written and spoken (upper intermediate);
  • Basic knowledge of the main ITIL processes, with a strong focus on Incident Management, Problem Management, Service Request Management, SLA Management;
  • Good interpersonal skills;
  • Good diagnosis, analytical and communication skills, sound judgment, natural disposition to teamwork with customers, Service Desk, and Customer Success teams;
  • Problem-solving orientation, professional attitude, and proactive approach;
  • Ability to diagnose and solve basic technical issues;
  • Good knowledge of computer systems, mobile devices, and further tech products.

Why join us

  • Location flexible approach : you will be able to choose where to work from within Italy (and within the constraints of the business requirements)
  • Learning Path : since we advocate continued learning, you will have free access to the e-learning platforms and participation in the training courses
  • Meal vouchers: even if you work remotely
  • Stimulating, young, innovative, and global working environment to unleash your full growth potential.

At OverIT we value diversity and are committed to equal employment opportunities regardless of religion, age, disability, sexual orientation, gender perception or identity, ethnicity, or place of origin.

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