Support Analyst III, Global Service Center, Grade I
4 weeks ago
Company Profile
Oceaneering is a global provider of engineered services and products, primarily to the offshore energy industry. We develop products and services for use throughout the lifecycle of an offshore oilfield, from drilling to decommissioning. We operate the world's premier fleet of work class ROVs. Additionally, we are a leader in offshore oilfield maintenance services, umbilicals, subsea hardware, and tooling. We also use applied technology expertise to serve the defense, entertainment, material handling, aerospace, science, and renewable energy industries.
Position Summary
Purpose
Primarily responsible to provide technical support to business users in both networked and standalone configurations and helps in resolving technical issues. The support is provided remotely via phone or email and sometimes through instant messaging.
Duties & Responsibilities
Functions
ESSENTIAL (9 pt., All Caps)
¿ Supports business users through remote access software while identifying, researching, and communicating on technical issues and driving them towards resolution
¿ Operate in 24x7 rotational shifts
¿ Responds to telephone calls & emails, for technical and functional support. Technical support involves troubleshooting, training, report generation and fault logging of IT systems for end-users of business applications. Functional support includes supporting internal IT teams by providing detailed documentation on tickets, providing access to applications in production environment, helping in processing security forms, submitting application and network performance KPI
¿ Responsible for meeting defined service level agreement for resolving service requests and incidents (from opening to closure)
¿ Document, track and monitor issues to ensure timely resolution of service center tickets
¿ Prepares reports and dashboards using the data on IT tickets
¿ Follows standard support procedure in emailing customers, responding to calls, ticket documentation and other communication
¿ Maintains call log history for statistical analysis and performance measurement purposes
NON-ESSENTIAL
¿ Supports new projects for upgrading IT systems & to improve user experience
¿ Should be open to travel as per business needs
¿ Participates in meetings during absence of Lead or Supervisor
Supervisory Responsibilities
¿ This position has NO supervisory responsibilities
Reporting Relationship
¿ Reports to Manager I in IT service center
¿ Works closely with Lead & Supervisor
Qualifications
Qualifications
REQUIRED
¿ Bachelor's degree, preferably in computer science, or equivalent education and experience.
¿ 1-3 years of IT support experience and/or call center experience (Windows 10 Support).
¿ Excellent communication skills in English language.
¿ Able to work independently, & willing to work in rotational shifts.
DESIRED
¿ Microsoft, Cisco and ITIL certifications.
Knowledge, Skills, Abilities, and Other Characteristics
¿ Knowledge for Windows 10 OS, Active Directory, MS Office Applications, O365
¿ Teamwork & Interpersonal skills
¿ Analytical, problem solving & decision-making skills
¿ Organizing & planning skills
¿ Initiative: Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed
Closing Statement
Working Conditions
This position is considered OFFICE WORK which is characterized as follows.
¿ Almost exclusively indoors during the day and occasionally at night
¿ Occasional exposure to airborne dust in the workplace
¿ Work surface is stable (flat)
Physical Activity/Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position is considered LIGHT work.
OCCASIONAL
FREQUENT
CONSTANT
¿ Lift up to 20 pounds
¿ Climbing, stooping, kneeling, squatting, and reaching
¿ Lift up to 10 pounds
¿ Standing
¿ Repetitive movements of arms and hands
¿ Sit with back supported
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