Support Analyst

Overview

Since year 2003, Oceaneering’s India Center has been an integral part of operations for Oceaneering’s robust product and service offerings across the globe. This center caters to diverse business needs, from oil and gas field infrastructure, subsea robotics to automated material handling & logistics.

Our multidisciplinary team offers a wide spectrum of solutions, encompassing Subsea Engineering, Robotics, Automation, Control Systems, Software Development, Asset Integrity Management, Inspection, ROV operations, Field Network Management, Graphics Design & Animation, and more.

In addition to these technical functions, Oceaneering India Center plays host to several crucial business functions, including Finance, Supply Chain Management (SCM), Information Technology (IT), Human Resources (HR), and Health, Safety, Security & Environment (HSSE).

Our world class infrastructure in India includes modern offices, industry-leading tools and software, equipped labs, and beautiful campuses aligned with the future way of work. Oceaneering in India as well as globally has a great work culture that is flexible, transparent, and collaborative with great team synergy.

At Oceaneering India Center, we take pride in “Solving the Unsolvable” by leveraging the diverse expertise within our team. Join us in shaping the future of technology and engineering solutions on a global scale.

Position Summary and Location

This position is office based, primarily responsible to provide technical support to business users in both networked and standalone configurations and helps in resolving technical issues. The support is provided remotely via phone or email and sometimes through instant messaging.

Duties and Responsibilities

¿Supports business users through remote access software while identifying, researching, and communicating on technical issues and driving them towards resolution.

¿Operate in 24x7 rotational shifts.

¿Responds to telephone calls & emails, for technical and functional support. Technical support involves troubleshooting, training, report generation and fault logging of IT systems for end-users of business applications. Functional support includes supporting internal IT teams by providing detailed documentation on tickets, providing access to applications in production environment, helping in processing security forms, submitting application and network performance KPI.

¿Responsible for meeting defined service level agreement for resolving service requests and incidents (from opening to closure)

¿Document, track and monitor issues to ensure timely resolution of service center tickets.

¿Prepares reports and dashboards using the data on IT tickets.

¿Follows standard support procedure in emailing customers, responding to calls, ticket documentation and other communication.

¿Maintains call log history for statistical analysis and performance measurement purposes.

Supervisory Responsibilities

This position has/does not have direct supervisory responsibilities.

Reporting Relationship

·Reports to Manager in Global Service Center

Qualifications

Required

¿Bachelor’s degree, preferably in computer science, or equivalent education and experience.

¿1-3 years of IT support experience and/or call center experience (Windows 10/11/Linux Support).

¿Good problem-solving skills and attention to detail.

¿Excellent communication skills in English language.

¿Able to work independently, & willing to work in rotational shifts.

Desired

¿Microsoft, Cisco and ITIL certifications.

Knowledge, Skills, Abilities, and Other Characteristics (Optional)

¿Knowledge for Windows 10/11 OS, Active Directory, MS Office Applications, O365

¿Teamwork & Interpersonal skills

¿