IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.
About the role
- Application Support Consultant focusing on managed services and technical support for oil and gas sector. Providing functional and technical support for in-scope applications with focus on client customizations.
Responsibilities
- Provide technical administration and break/fix support for the In-Scope Environments.
- Support for Client’s Customizations, Extensions, Modifications, Localizations, and Integrations for In-Scope Applications.
- Functional and technical support for the In-Scope Applications.
- Answer phone calls for urgent issues and Priority 1 and Priority 2 reported incidents and respond to user-entered incidents on the Ticketing Systems and record incidents in the Ticketing Systems.
- Maintain status on incidents in the Ticketing Systems and their progress towards resolution.
- Work closely with product engineering teams or directly with source code.
- Dispatch an incident to the appropriate tier II support group when first call resolution is not possible and manage the incident through its lifecycle.
Requirements
- 5+ years of experience in a technical support role providing tier 2/3 support, with mid-level expertise in IT solutions within an oil and gas/refinery environment.
- Strong understanding of Azure Cloud Services, Web Application, and Mobile Application deployment.
- Expertise in application incident management and root cause analysis
- Experience with maintaining documentation required for knowledge management systems
- Proven ability to troubleshoot and resolve technical and procedural issues
- Knowledge of server operations, infrastructure, web interfaces, and remote access tools
- Knowledge of network security practices and anti-virus programs
- Desire and ability to carry a mobile phone for client and/or for Long View Systems support
- Excellent problem-solving and multitasking skills
Benefits
- Great people and culture
- Career growth – Permanent staff positions, paid training, career life planning, and relocation and travel opportunities
- Interesting work – Be part of exciting projects while accessing all the latest technologies
- Flexible environment – A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness
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