GIS Support Engineer

Role Overview
The GIS Support Engineer provides the daily operational backbone for a production Esri ArcGIS Enterprise environment, delivering proactive monitoring, first-response incident handling, routine GIS administration, lower-complexity service request delivery, and embedded quality assurance. The role also owns operational documentation and provides on-call coverage in rotation with the rest of the technical team.

The GIS Support Engineer works closely with the Senior GIS Engineer / Tech Lead, who provides technical mentorship and code review, and escalates complex issues according to the agreed severity model.

Key Responsibilities

Daily Monitoring & Service Health
. Perform daily health checks on the ArcGIS Enterprise platform - Portal status, map service availability, REST API endpoints, and batch job runs.
. Maintain the operational dashboard alert early on anomalies in service availability, response time, or batch job completion.
. Contribute to the 99.5% monthly system availability target through proactive monitoring and rapid first-response action.

Routine GIS Administration
. Create, author, publish, start, stop, and refresh map and geoprocessing services.
. Add, remove, and configure map layers manage symbology, cartography, and scale dependencies.
. Create and manage cache for various layers and groups of layers tile cache maintenance.
. Monitor and maintain spatial data currency and integrity flag data issues to the Tech Lead.
. Optimise layers for performance regular geodatabase compress and analyse runs as directed.

Service Request Delivery (Lower Complexity)
. Deliver service requests of smaller complexity (typically up to 3 man-days) end-to-end - analysis, implementation, testing, and documentation.
. Prepare and maintain functional specifications, design notes, user guides, and administration guides for delivered changes.
. Escalate higher-complexity service requests to the Senior GIS Engineer / Tech Lead with a clear handover.

Incident Response (Sev-2 / Sev-3 First Responder)
. Act as first responder for Severity 2 and Severity 3 incidents acknowledge within the response window and drive initial diagnosis.
. Immediately escalate Severity 1 incidents to the Senior GIS Engineer / Tech Lead and Project Manager.
. Track and update incident progress and resolution on the client's helpdesk support platform.
. Co-operate with the client's infrastructure FM team for issues that cross the application/infrastructure boundary.

Batch Jobs & REST API Monitoring
. Monitor the scheduled batch jobs daily raise alerts and perform first-level troubleshooting on failures.
. Perform daily REST API endpoint health checks log response times and escalate anomalies.

UAT, Testing & Quality Assurance
. Prepare and refresh base test data sets for UAT and independent testing support end-to-end flow testing.
. Execute test cases, log defects, track them through retest and closure, and maintain the defect register.
. Perform regression checks after service request deployments to production.

Documentation & Reporting
. Maintain operational documentation - administration guides, runbooks, service logs, and change records - after every change.
. Supply operational data (incident logs, service metrics, batch job history) to the Project Manager for the monthly progress report.

End-User Support & On-Call Coverage
. Respond to ad-hoc user queries and provide day-to-day guidance on the use of the system (approximately 20 active users).
. Participate in the on-call roster for out-of-hours support maintain readiness to handle Emergency Service Requests.

Key Requirements

Experience (Mandatory)
. Minimum 2 years of hands-on experience supporting, administering, or developing on Esri ArcGIS software (ArcGIS Enterprise and/or ArcGIS Pro).
. Experience working within a formal service management process (incident, problem, change) with defined SLAs.
. Experience using a helpdesk or IT service management platform to log and track tickets.

Core Technical Skills
. Esri ArcGIS Enterprise (v11.x) - map services, Portal, layer publication, and basic server administration.
. Esri ArcGIS Pro - map authoring, geoprocessing, and geodatabase handling.
. Python (ArcPy and general scripting) for automation and data processing.
. Working knowledge of JavaScript, HTML, and the ArcGIS API for JavaScript for lightweight web map and widget work.
. Microsoft SQL Server basics - T-SQL queries, joins, indexing concepts, and spatial data types.
. Windows Server operations - services, tasks, logs, and basic PowerShell.
. Version control (Git), ticketing/helpdesk tools, and documentation tooling (e.g. Confluence, SharePoint, or equivalent).

Personal Attributes
. Strong attention to detail, disciplined operational habits, and a user-first mindset.
. Clear written and verbal English communication able to document issues and solutions crisply.
. Willingness to participate in an on-call rotation and respond to out-of-hours incidents when required.
. Eagerness to learn - stays current on ArcGIS releases, SQL Server updates, and geospatial best practices.

Qualifications
. Diploma or Bachelor's degree in Computer Science, Geographic Information Systems, Geomatics, Information Technology, or a related discipline.
. Must be Singapore-based and eligible to work in Singapore.
. Able to obtain and maintain the relevant government security clearance for the engagement.

Nice-to-Have Qualifications
. Esri ArcGIS certifications (e.g. ArcGIS Pro Foundation, Enterprise Administration Associate).
. Microsoft SQL Server (e.g. Azure Database Administrator Associate) or comparable database certification.
. Exposure to .NET / C# development for ArcGIS customisations or add-ins.
. ISTQB Foundation (or similar) testing certification and experience with structured QA methodologies.
. ITIL v4 Foundation certification.
. Prior experience supporting Singapore government agencies or statutory boards.
. Awareness of OWASP Top 10 web application security risks.
. Familiarity with Government Commercial Cloud (GCC) or similar hardened cloud environments.