Technical Applications Support Analyst

Job description / Role

prosource.it is a managed IT services provider focusing on infrastructure, operational and project requirements across the corporate enterprise market. Our global office presence extends from Aberdeen and London in the UK to Houston, Calgary and Dubai. We have a workforce of +600 staff and contractors worldwide and continually have opportunities in challenging and rewarding roles.

We are seeking an Applications Support Analyst to work as part of a team based in Doha providing support to our client’s technical applications portfolio for users in Doha and in other locations across the organisation. The role will predominantly be involved in support activities within the technical applications support service as well as acting as a technical resource in project activities related to the applications managed by the support service.

Core responsibilities:
• Central point of contact for technical applications incidents and requests, and must develop a strong relationship with customer base.
• Prioritise incidents and requests, based upon customer input and defined criteria, to ensure service delivery to the customer is optimised.
• Diagnose and determine solutions for technical applications incidents and problems.
• Co-ordinate where appropriate responses to incidents / requests with service partners (infrastructure, data management), 3rd party vendors and ensure customer is kept up to date with progress.
• Work in accordance with established SLAs, and agree timescales for delivery of solutions with customers.
• Work closely with the technical applications end-user community, functional SME support staff from other functions including infrastructure support and external suppliers
• Provide technical application installation and configuration.
• Coordinate application upgrades according to agreed upgrade schedule and within the change management practices defined.
• Create and maintain application inventories and documentation.
• Coordinate within the Technical Applications support team, incidents or requests requiring multi-site technical solutions.

Requirements

• Minimum of 5 years experience in technical support roles in the upstream oil and gas industry
• Minimum 3-5 years experience in supporting technical applications deployed on both Windows and Linux operating systems
• Experience in installation, configuration and troubleshooting of technical applications such as; Petrel, Techlog, Eclipse, OpenWorks/Decision Space, EDM, Bentley SACS, ARCGIS would be advantageous
• Certified in ITIL v3 and/or experience working in an ITIL environment
• Good communication and problem-solving skills

About the Company

prosource.it is a managed IT services provider with a particular focus on infrastructure, operational and project requirements across the corporate enterprise market. We serve Fortune 500 and FTSE250 companies, major financial institutions, and leading private companies concentrated in oil & gas, manufacturing, transportation, media, insurance and finance. With significant investment in PRINCE2, PMI and ITIL accreditation, our workforce has over 3,000 years of experience leveraged to deliver and manage IT infrastructure from planning and implementation to ongoing operational service and support.

Established in 1999, business growth has been completely organic and founded upon the solid principle of “doing the right thing” for the customer. This standard has led to high customer retention and many repeat projects. prosource.it has an established reputation for delivering, even under pressure in the most challenging of environments.

With offices in Aberdeen, London, Houston, Calgary and Dubai as well as employees located across 25 countries, we have the global reach, capacity and experience to manage IT infrastructure needs, regardless of scale or geography.