Digital IT Operations Specialist

Job Description

About us We are a global technology company, driving energy innovation for a balanced planet.​ Together, we create amazing technology that unlocks access to energy for the benefit of all.​ Our inclusive culture is the key to our success. We collaborate with our internal community of colleagues, alumni, and our valued external partners to support each other and achieve our goals. We aim to raise the bar high. We look for people who are committed to innovation and success and act with integrity to become and be a part of one of the most diverse group of experts in our industry, anywhere around the globe. Global in outlook, local in practice – and with a united, shared passion for discovering solutions, we hire talented, driven people and support them to succeed, personally and professionally. Job title: Digital IT Operations Specialist Location: Pune, India The Digital IT Operations Specialist L1is a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. IT Onsite Support is the second point of escalation for the resolution of desktop or laptop related incidents, service requests, and connectivity issues. The Onsite Support Specialist also enforces SLB's desktop and laptop policies and procedures. Key responsibilities 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 Logs relevant incident/service request details per help desk procedures Communicate with customer regarding incident progress Ensure tickets are always updated until issues are resolved. Conducts customer satisfaction callbacks/surveys Comply with QHSE and IT policies Liaise with customers, other SLB IT support groups and 3rd party providers when necessary Performs staging of PCs Maintains Global Asset Management database with all the required updates related to the hardware he is responsible for Performs IMAC (Install, Move, Add and Change) Conducts hardware and software maintenance and support Participate actively in IT team and follow up closely on the objectives & KPO Includes Junior Level responsibilities Troubleshoots and resolves PC incidents and/or VIP requests Liaise with 3rd party suppliers for hardware repair Assists with SCSI on IT security issues and virus elimination Assists local Server Team when server maintenance is required- Assists in infrastructure setup & renovation project at location including the network devices, Lenel PACs, CCTV, Servers, PABX & Lync System Works closely with Distributed Services, Systems, Network Support and Event Management teams Coordinates spare asset inventory Maintains asset management Assists local Network Team when network equipment maintenance is required Presents and educates IT solutions, methods, and tools to customer in order to increase their efficiency. Organizes and schedules UseIT training in his/her location to match KPO requirements Active member in Area/Geomarket projects to accomplish common objectives Participate as one of the key person in IT Domain structure Supervise suppliers to perform maintenance, IMAC of IT equipment: PACS, UPS, PBX, Printers, Cabling system, etc. Channels requests for help to the appropriate functions for resolution, monitors resolution activity and informs customers of progress Works with Enterprise Services teams to deploy upgrades to customers servers, LANs, WANs and wireless networks Has authority to manage small, low risks IT projects at location Perform regular IT hardware (junk) disposal following the Fixed Asset Disposal Procedure Ensures process consistency through calls, group meetings and workshops Listens, understands, and interprets customer requirements in order to propose solutions which enable the business to be more efficient. Engage with your stakeholders on regular basis to address business requirements and priorities. Identify operational problems and contribute to their resolution. Report technical issues to senior management Qualifications and Requirements Essential qualifications Minimum bachelor’s degree preferably in IT or Engineering Minimum 3-5 years’ Experience with an IT related discipline Other skills and abilities Fluent in English – continuous learning enthusiast Willingness to work flexible hours when needed Ability and willingness to travel to remote locations Initiator Ability to write technical support documentation a plus Excellent customer interface skills Good interpersonal communication skills Understanding of customer satisfaction principles and practices Team player Ability to work under pressure Good organizational and time management skills Good analytical and problem solving skills Ability to understand a wide variety of documentation Knowledge of ITIL based IT Service Model a plus Good knowledge on structure database and application development is a plus SLB is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or other characteristics protected by law. Show more Show less