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  • Job reference: RMS0199140

Onsite Support Analyst

  • Sector: Engineering
  • Location: Alberta
  • Job type: Contract
  • Date posted: 06/09/2018
  • Duration: 12 months renewable
  • Time left:
    d h m s
    (04/10/18)
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The Role:
Job Summary:

The Onsite Support Specialist is a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. Onsite Support is the second point of escalation for the resolution of desktop or laptop related incidents, service requests, and connectivity issues. The Onsite Support Specialist also enforces Schlumberger's desktop and laptop policies and procedures.

Relationships:

Reports to: Service Team Leader (Onsite Support), GeoMarket IT Manager

Essential Responsibilities and Duties:

Junior Level:

- Provides second-line investigation and diagnosis
- Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
- Escalates unresolved incidents/service requests within agreed timescales
- Logs relevant incident/service request details per help desk procedures
- Communicates with customer regarding incident progress
- Ensures tickets are updated at all times until issues are resolved
- Conducts customer satisfaction callbacks/surveys
- Completes GET IT training for OnSite Support Analysts
- Complies with QHSE and IT policies
- Liaises with customer, other SLB IT support groups and 3rd party providers when necessary
- Performs staging of PCs
- Maintains Global Asset Management database with all the required updates related to the hardware he responsible for
- Performs IMAC (Install, Move, Add and Change)
- Conducts hardware and software maintenance and support
- Participate actively in IT team and follow up closely on the objectives & KPO

Level 1:

- Includes Junior Level responsibilities
- Troubleshoots and resolves PC incidents and/or VIP requests
- Liaises with 3rd party suppliers for hardware repair
- Assists with SCSI on IT security issues and virus elimination
- Assists local Server Team when server maintenance is required-
- Assists in infrastructure setup & renovation project at location including the network devices, Lenel PACs, CCTV, Servers, PABX & Lync System

Level 2:

- Includes Level 1 responsibilities
- Works closely with Distributed Services, Systems, Network Support and Event Management teams
- Coordinates spare asset inventory
- Maintains asset management
- Assists local Network Team when network equipment maintenance is required
- Presents and educates IT solutions, methods, and tools to customer in order to increase their efficiency.
- Organizes and schedules UseIT training in his/her location to match KPO requirements
- Active member in Area/Geomarket projects to accomplish common objectives
- Participate as one of the key person in IT Domain structure
- Supervise suppliers to perform maintenance, IMAC of IT equipment: PACS, UPS, PBX, Printers, Cabling system, etc.


Level 3:

- Includes Level 2 responsibilities
- Channels requests for help to the appropriate functions for resolution, monitors resolution activity and informs customers of progress
- Works with Enterprise Services teams to deploy upgrades to customers servers, LANs, WANs and wireless networks
- Mentors junior members on the team
- Has authority to manage small, low risks IT projects at location
-Leads in Area/Geomarket projects to accomplish common objectives
-Ready to take on additional responsibilities; Security champion, LDAP Champion, Wellsite Connectivity champion, etc
-Perform regular IT hardware (junk) disposal following the Fixed Asset Disposal Procedure
- Ensures process consistency through calls, group meetings and workshops
- Listens, understands, and interprets customer requirements in order to propose solutions which enable the business to be more efficient

Previous Experience and Competencies:

Minimum Bachelors degree preferably in IT or Engineering
Experience with an IT related discipline

Essential Skills / Qualifications:
Behavior:

- Fluent in English - continuous learning enthusiast
- Willingness to work flexible hours when needed
- Ability and willingness to travel to remote locations
- Initiative
- Ability to write technical support documentation a plus
- Excellent customer interface skills
- Good interpersonal communication skills
- Understanding of customer satisfaction principles and practices
- Team player
- Ability to work under pressure
- Good organizational and time management skills
- Good analytical and problem solving skills
- Ability to understand a wide variety of documentation
- Knowledge of ITIL based IT Service Model a plus
- Good knowledge on structure database and application development is a plus

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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