Job Summary:
IT Onsite Support Analyst will be responsible to deliver the full range of IT support and project work within our organization, in time, professionally and to a very high standard. Primary Duties to provide support include computers, servers, networking, wellsite connectivity, programming, and documentation. IT Onsite Support Analyst will also be expected to listen, understand, and interpret customer requirements to propose solutions which enable the business to be more efficient via Innovation and Digital Transformation.
Relationships:
Reports to: Service Team Leader (Onsite Support), GeoUnit IT Manager
Essential Responsibilities and Duties
- 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
- Ensures tickets are always updated until issues are resolved
- Logs relevant incident/service request details per help desk procedures
- Provide the distributed or local meeting/Teams meeting/Event support
- Works closely with Global Server Team, Network Team, Security Team, and Event Management teams
- Assists with Global IT and OFS IT Team when troubleshooting, maintenance, upgrade is required.
- Maintains Asset records with all the required updates related to the hardware he responsible for
- Conducts hardware and software maintenance and support
- Supervise suppliers to perform maintenance, IMAC (Install, Move, Add and Change) of IT equipment: PC, Server, Projector, Printers, Network devices, Cabling system, etc.
- Participate as one of the key persons in IT Domain structure on local site
- Communicates with customer regarding incident progress
- Conducts customer satisfaction callbacks/surveys
- Completes SkillUP IT training for Onsite Support Analysts
- Organizes and schedules UseIT training in his/her location
- Participate actively in IT team and follow up closely on the objectives & KPO
- Presents and educates IT solutions, methods, and automation tools to customer to increase their efficiency
- Active member in Area/GU projects to accomplish common objectives
- Complies with QHSE and IT policies
Requirements, include technical skill and soft skill.
- Technical Skill：
Degree in Computer Science/ IT with 2-4 years’ experience in troubleshooting and direct end-user support.
Experience in IT infrastructure projects, preferably independent IT Server Room Maintenance experience.
Knowledge in Networking, Microsoft Operating System, and Office 365 applications
Knowledge in programming skills (JavaScript, C/C++, .Net), SharePoint and Mobile apps development.
Familiar with Windows Script, like PowerShell. C or Python and other language are plus.
Familiar with IT server room environment maintenance, like Server maintenance and UPS/EPS/AC, basic IT facility support knowledge.
Familiar with the most popular mobile devices and OS, such as iOS, Android.
Familiar with CISCO network devices, understanding enterprise network architecture and troubleshooting, CCNP is preferred.
Familiar with ITIL management skill, ITIL foundation certification is preferred.
- Soft Skill:
Strong problem-solving abilities
Willingness to work flexible hours when needed and able to multitask jobs simultaneously.
Ability and willingness to travel to remote locations.
Proactive and fast learner.
Good interpersonal communication skills and excellent English communication skills written and verbal.
Ability to work under pressure.
Ability to write technical support documentation.
Ability to understand a wide variety of documentation.
Excellent customer interface skills
Understanding of customer satisfaction principles and practices.
Good teamwork, organizational and time management skills.
Good knowledge on database and application development is plus.
Good presentation skills in User Training and solution presentation.