Senior Technology Specialist
تفاصيل الوظيفة
**Company Overview**:
People power our future. That is why advancing a dynamic, inclusive environment, where everyone grows and thrives is critically important to us.
Our ingenuity fuels daily life. Together, we've forged some of the most trusted partnerships across the energy value chain to make what was once just an idea a reality: laying subsea infrastructure thousands of feet below sea level, installing offshore platforms hundreds of miles from shore, and using our expertise to design and build offshore wind infrastructure.
For more than 100 years, we've been making the impossible possible. Today, we're driving the energy transition with more than 30,000 of the brightest minds across 54 countries.
Here, what you do matters.
**Job Overview**:
Responsible & Accountable for any IT related issues on site and proactively coordinate with SME's till the issue is resolved. Take ownership and escalate as and when required. Manage & maintain Asset Inventory, follow-up with vendor's and forecast for possible growth in the region. Weekly reporting, trend analysis of Incidents and opportunities to improve process for end user satisfaction. The PC Level 2 support technician is also responsible for supporting end-user issues that are escalated by the Level 1 service desk, and fulfilling end-user service requests for hardware and software. The position requires strong PC support technical expertise and excellent customer service skills.
**Key Tasks & Responsibilities**:
- Installs hardware and software, troubleshoots and resolves hardware and software issues.
- Adheres to and enforces help service procedures & responds to assigned trouble tickets.
- Interfaces with hardware, software and facility vendors to ensure the timely and quality delivery of preventive and reactive maintenance.
- Offer timely technical support install and maintain computer systems and networks aiming for the highest functionality.
- Proactively ensure the highest levels of systems and infrastructure availability & provide 2nd and 3rd level support as and when required.
- Provide orientation and guidance to users on how to operate new software and computer equipment.
- Escalates complex issues to the respective system administrators
- Help Asset MGMT team to track all end user computing equipment from receipt through disposal. Identify computer or network equipment shortages and place orders.
- Effectively communicate to multiple levels of the organization including SMEs (Subject Matter Experts) and Principal Technologists
- Organize and schedule upgrades and maintenance without deterring others from completing their work.
- Participates in end user computing projects, and participates in development and technical services project as requested.
**Essential Qualifications and Education**:
- A minimum of 4 years' experience in a large Desktop Support environment.
- Must be familiar with and have experience using McAfee AV and other end-point protection tools.
- Must be able to work in a high-pressure environment to help provide consistently high-quality service and support to end users.
- PC technicians are expected to be available for off-hours support when necessary, such as participating in 24/7 support rotations or planned moves, adds and changes (MAC).
- PC technicians are expected to work collaboratively with other IT service delivery members (for example, Level 1 service desk personnel, Level 3 desktop engineers, or network operations and security administrators) to troubleshoot incidents.
- Technicians also are expected to collaborate with peers to develop best practices and foster the continuous improvement of IT service and support.
- Experience in end user training is an added advantage
LI-MW2
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