Sr Deskside Support Technician

Job description / Role

Overview

Remarkable people, trusted by clients to design and advance the world.

Wood is recruiting for a Sr Deskside Support Technician to join its Projects team focusing on delivering across FEED and Detail design scopes of work. In this role, you will be responsible for delivering day-to-day IT support for simple IT issues through our IT user support tool (ServiceNow). Support will be provided by telephone, email, and chat applications to provide a quick resolution of simple IT issues. Onsite support will also be provided to assist with technical solutions and offer guidance and support face-to-face with the aim of successful resolution and high levels of client satisfaction.

Position is based in Oman for a long-term assignment.

Responsibilities

The Sr Deskside Support Technician will be responsible to:

• Diagnose and troubleshoot technical issues, including account setup, software issues, hardware, and network configuration - from hire to retire.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track computer system issues through to resolution, within the agreed SLA.
• Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue. Where the issue cannot be resolved, then a scheduled desk visit or site visit when issues need hands-on troubleshooting.
• Properly escalate unresolved issues to appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Use the Knowledge Base or external resources to provide accurate technical solutions.
• Ensure all issues are properly logged with regular updates documented.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Document technical knowledge in the form of ticket notes and Knowledge Base entries.
• Walk customers through installing applications and computer peripherals.
• Image machines on arrival and on return, ensuring that all returned stock has been reimaged.
• Use asset management solutions to ensure that all client PC assets are recorded and perform stock checks to provide accuracy of the data. Any assets to be disposed of should be done so following the correct procedures and the asset management solution updated to show this.
• Ensure that users are provided with the correct PC (fit for purpose) to perform their job role.
• Collaborate with other support teams to highlight trends, ongoing issues, and share knowledge.
• Keep up with technology trends and updates and a willingness to learn new software and tools.

What We Can Offer

• Meaningful and interesting projects delivered to leaders of industry across oil and gas and emerging energy sectors.
• Commitment to diversity and inclusion; we are an organization actively committed to diversity and inclusion across our business with employee networks committed to giving all employees a voice.
• Competitive salary with regular salary reviews to ensure we are rewarding at the right level in line with the market.
• Medical insurance: Ensures inpatient and outpatient care is available should you require treatment. Cover limits apply, please refer to the terms of benefit and network list for further details.
• Workmen's compensation: Provides payment of 3 x annual wage (up to a maximum of 5000 OMR) upon death or permanent disability.
• Employee assistance programme: Allows you to feel comfortable knowing that you or your immediate family members can confidentially discuss any work or personal issues that are an inevitable part of life. The programme helps support your mental, physical, social, and financial well-being.

Ideal Candidate Profile

What makes you remarkable?

At Wood, we are committed to equal opportunities and welcome all talented individuals to consider joining our team. So even if you don't match every statement below but feel you have some of the experience, knowledge or skills needed for this role, we encourage you to apply. It will take all of us working together to deliver solutions to the world's most critical challenges.

Experience:

• Proven experience in IT Desktop Support.
• Minimum 5 years of experience.

Knowledge, Skills, and Experience:

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
• Hands-on experience with Windows OS, mobile devices, peripherals, Intune, and SCCM deployment methods as well as excellent proven troubleshooting skills.
• Working knowledge of office automation products and computer peripherals, like printers and scanners.
• Knowledge of network security practices and anti-virus programs.
• Ability to perform remote troubleshooting and provide clear instructions.
• Ability to provide step-by-step technical help, both written and verbal.
• Excellent problem-solving and multitasking skills.

About the Company

Wood is a global leader in consulting and engineering, helping to unlock solutions to critical challenges in energy and materials markets. We provide consulting, projects and operations solutions in 60 countries, employing around 35,000 people.