Job Description
one of the world's largest oil field services companies. The company provides products and services for oil well drilling, formation evaluation, completion, production, and reservoir consulting
Key Responsibilities
- Voice Call Handling: excellent knowledge of handing voice calls.
- Email Communication: professional email writing skills.
- Infrastructure Monitoring: Good understanding of Infrastructure components and respective alerts.
- Exchange: Knowledge on functioning and configuration of Microsoft Exchange client. Messaging support for exchange.
- AD: Knowledge on - Active directory, Proxy, DNS, Group Policy.
- Network: Knowledge on LAN setup, basic routing and switching, passive networking.
- Desktop Security: Knowledge on Antivirus deployment and update, patch management, monitoring and reporting.
- Desktop, Laptop, Handheld devices: Knowledge on build management, OS deployment, common application installation and troubleshooting, Hardware knowledge.
- Troubleshooting: Remote troubleshooting experience : Desktop, Laptops, Notebook, iPhone, Network printers, etc
- Printers: Hands on experience on managing printers (Local & Network printers) Lexmark and HP Printers.
- Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools.
- ITIL: Knowledge of ITIL processes and procedures like Incident, Service request fulfilment, Change, Problem etc
- KM : Knowledge management understanding
- MS Office: Good / excellent knowledge for support of MS Office and standard softwa
- Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW)
- Provide service desk support or contract point to end users based on 24 x 7 x 365 basis.
- Ensure that the classification of the incidents and requests are accurate and track until resolution / fulfilment in the system.
- Escalate unresolved incidents or requests to the proper channels of support by contacting the designated technical support team.
- End user will be informed of the estimated time whereby his/her ticket will be attended to.
- Manage all incidents/requests and act as an interface between the end-users and IT personnel and the Field Operation team.
Skills & Experiences
- Min SPM, High School Graduate, Diploma, IT education or comparable IT professional experience
- Italian - read/write/speaking skills