Weatherford Technical Support Specialist - Controls in HOUSTON, Texas
To provide first line helpdesk support to our field teams, engineering, and clients, assisting them with hardware (computers, network, electronic and sensing equipment) and software problems via phone and email / chat.
To perform testing of the suggested/recommended solutions based on troubleshooting and failure analysis results.
The Technical Support Specialist's role is to ensure proper system operations so that field teams can accomplish operational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests.
DUTIES & RESPONSIBILITIES:
Provide first line technical support; answering support queries via phone, email or chat to support users remotely.
Learn appropriate software and hardware used and supported by the organization.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, knowledge bases, and frequently asked questions resources to aid in problem resolution.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Perform post-resolution follow-ups to help requests.
Develop help sheets and knowledge base articles for end users.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately SME.
Test fixes to ensure problem has been adequately resolved.
Carry out in-house system testing
SKILLS & QUALIFICATIONS:
Working knowledge of computer hardware and data acquisition devices
Working knowledge of Microsoft based operating systems
Experience with Computer Networks and Networking Equipment, TCP/IP experience
Broad experience with Automation Equipment, including instrumentation, signal converters, programmable controllers and modules
Strong knowledge of the Controls and Automation equipment in Oil & Gas Industry
Extensive application support experience
Exceptional written and oral communication skills
Exceptional interpersonal skills, listening, and questioning skills
Strong documenting skills
Availability and willing to work any shift
Ability to absorb and retain information quickly and a willingness to learn
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment.
Exceptional customer service orientation
Bachelor’s Degree in computer science or electrical engineering or equivalent experience or equivalent formal military technical training
Three or more years of work experience
The physical ability to immediately respond to emergency situations
Knowledge and Experience in the Real Time Data Transfer, Managed Pressure Drilling and corresponding tools (software and hardware)
Experience with Rig’s Real-Time Data Transfer (WITS/WITSML)
Hands-on experience with Industrial Controls and Automation