Senior Technical Support Analyst
KellyOCG - Houston, TX

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One of the largest oilfield services companies, Our Cient operates in more than 100 countries and employs more than 50,000 people worldwide. With a product and service portfolio that spans the life cycle of a well- drilling, evaluation, completion, production and intervention- and a robust research and development effort, we are well positioned to meet the ever-evolving needs of the oil and gas industry.

Job Scope
The Senior Technical Support Analyst at an advanced level will be responsible for day to day maintenance and support for the Cygnet Software Product

Duties

  • At an advanced level provide technical support to internal and external customers via telephone, email or via remote assistance programs and tools.
  • Identify cause of problems reported by debugging VB, C/C++, SQL, HTML, XML and other code and correct or report them to the developers.
  • Provide custom solutions through Scripts.
  • Configure software and assist customers with upgrades.
  • Communicate with customers to ensure support needs are handled and met.
  • Troubleshoot complex issues, with simulation/ reproduction of issues in order to find resolutions.
  • Identify cause of problems reported by debugging VB, C/C++, SQL, HTML, XML and other code and correct or report them to the developers.
  • Work with LOWIS deployment or Cygnet Proserve projects at customer sites.
  • Work with the commercial team to manage and distribute licensed software to customers.
  • Work well in a team environment and with various levels of team members.
  • Mentor and coordinate the junior staff; as well as, serve as an escalation point for junior staff while handling customer support issues.
  • Work with various levels of internal teams in order to resolve issues.
  • Work with management to develop and implement strategic plans, initiatives and direction. Note this is not a management position but a position accountable for responsibilities at an advanced level.
  • Escalate issues to developers. Work issues with the developers should they need your expertise is needed.
  • Involved in customer training and documentation; as well as, software testing during release cycle.
  • Use ticketing system(s) and time reporting systems to accurately report issues, document activities, and report time. Also, create and distribute activity reports.
  • Required to travel to remote company or customer field sites for implementation of systems, support of systems, training or for meetings.
  • Able to work in a 24x7 rotation environment with other team members for response to critical system support requests
Essential

  • BA/BS in Computer Science, Engineering or related field; OR the equivalent combination of education and IT/SCADA software support.
  • 3+ years of technical support experience or in a similar roll trouble shooting, diagnosing problems with hardware and software, and debugging skills.
  • Oil and Gas industry or related industry experience.
  • Understanding and experience within Windows operating systems and applications; as well as, in a programming environment.
  • Advanced problem solving, analytical, and excellent written/verbal communication skills a must.
  • Self motivated, detail oriented and well organized.
  • Work independently and well as part of a team environment.
  • Work with all levels within an organization and the various customers that require support.
  • Excellent use of discretion and judgment while handling confidential and sensitive business information.
  • Able to calmly manage crisis situations.
  • Proven ability to prioritize work and simultaneously perform multiple tasks.
  • Excellent customer service skills and serve as a professional, with a responsible demeanor in representing the organization.
  • MS Office and the ability to learn new software packages.
Preferred

  • Experience in a similar role trouble shooting and diagnosing problems
  • Cygnet experience preferred
Skills and Knowledge

  • Excellent verbal and written communication skills.
  • Excellent team work and interpersonal abilities

KellyOCG - 20 months ago - save job - block
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