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Technical Support Specialist

4 weeks ago

Chandigarh, Chandigarh, India Oceaneering Full time

Position Summary

The main purpose of this position is to provide technical support to queries associated with ROV, Survey, C-NAV, and AGV equipment. This includes database management using helpdesk and knowledge base software, assisting in troubleshooting using available resources, and preparing customized reports for management.

Duties & Responsibilities

Essential Functions

  • Resolve queries associated with ROV, Survey, C-NAV, and AGV equipment and perform real-time troubleshooting using available documentation and resources.
  • Handle HLS calls for providing support to onshore and offshore operations, maintaining set SLAs.
  • Issue License Keys to customers for data subscriptions using C NAV Software tools, maintaining set SLAs.
  • Prepare, revise, and verify technical procedures/documentation for addressing issues/requirements of offshore and onshore personnel.
  • Prepare a Technical Database based on inputs from Subject Matter Experts and previous data of queries/issues resolved for future reference.
  • Database Management using helpdesk and knowledge base software like Peoplesoft, Business Intelligence, Smart Sheets, etc., with precision.
  • Prepare customized reports and dashboards for Operations, Commercial Bidding, Technical Departments, and Senior Management.
  • Identify, Evaluate, and Interpret trends for detailed analysis of data.

Non-Essential Functions

  • Onsite assistance to Lead Engineers/Supervisor for ROV and AGV International projects, etc.
  • Undertake continuous improvement training programs and specific projects as instructed by management.
  • Assist Engineers with all technical support functions.
  • Handle escalated queries from Administrators.
  • Assist with any other duties as and when required.

Supervisory Responsibilities

This position has/does not have direct supervisory responsibilities.

Reporting Relationship

Manager, Robotics Support Centre

Qualifications

Required

  • B. TECH in ELECTRONICS/ELECTRICAL/MECHANICAL Engineering (E)
  • Able to work in rotational shifts 42.5 hours (weekly) (Morning, Evening, Night & Weekends) (E)
  • Knowledge of MS-Office and computer fundamentals (E)
  • Must be willing to Work from office as and when needed.

Desired

  • 0-1-year experience in Support Operations (P)

Knowledge, Skills, Abilities, and Other Characteristics

  • Excellent Verbal & Written Communication Skills in English
  • Creative thinking and team work skills
  • Possessing a proactive, positive, "can-do" attitude
  • Gives and receives constructive feedback.
  • Able to perform multitasking.
  • Ensures that others involved in a project or effort are kept informed about developments and plans