Support Analyst III, GSC, Grade II

6 days ago


Chandigarh, India Oceaneering Full time

Position Summary

and Location

This position is office based, 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

Duties and Responsibilities

-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/does not have direct supervisory responsibilities.

Reporting Relationship

·Reports to Manager in Global Service Center

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 /Linux).

-Good problem-solving skills and attention to detail.

-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

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)

Career Development

Career Development

In addition, we make a priority of providing learning and development opportunities to enable employees to achieve their potential and take charge of their future. As well as developing employees in a specific role, we are committed to lifelong learning and ongoing education, including developing people skills and identifying future supervisors and managers. Every month, hundreds of employees are provided training, including HSSE awareness, apprenticeships, entry and advanced level technical courses, management development seminars, and leadership and supervisory training.

We have a strong ethos of internal promotion. We can offer long-term employment and career advancement across countries and continents.

Working at Oceaneering means that if you have the ability, drive, and ambition to take charge of your future-you will be supported to do so and the possibilities are endless.



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