SESI Corporate, LLC, is the employer of the corporate staff of Superior Energy Services, Inc. (“Superior”). Superior serves the drilling, completion and production-related needs of oil and gas companies worldwide through a diversified portfolio of specialized oilfield services and equipment that are used throughout the economic life cycle of oil and gas wells. The world's energy producers rely on Superior for the services, tools, equipment and personnel needed to develop and produce oil and gas.
SESI Corporate, LLC is currently seeking a IT Service Center Technician to join our team in either Houston, TX or Lafayette, LA.
The Service Center Technician administers a full range of tasks to provide IT support remotely through telephone, email and remote control to a large and diverse global end-user community.
This extremely visible Tier 1 Support Role is the liaison between the customer and the IT Department. The Goal of every Service Center Technician is to provide initial support and deliver effective and efficient Service Management that includes but may not be limited to Service Requests, Problem and Incident Management.
This top performer will have experience in multiple areas of IT and Client based phone support. As the face of IT, this person will be expected to represent the group in a professional manner and deliver 100% customer satisfaction with a positive, pleasant and professional demeanor.
Essential Duties and Responsibilities
Team Player Providing Tier 1 Technical/Phone support to Corporation and subsidiaries with multiple Global locations
Perform troubleshooting and remote support for a Global user community
Ensure prompt support and escalation for a wide range of hardware, networks, servers and software
Perform accurate and detailed logging and tracking of all calls in a Service Management system
Provide Accurate, timely, and professional resolution on all reported issues
Ensure efficient, accurate and professional follow up on assigned Service Management Items
Classify and identify issues based on impact and urgency
Ensure accurate and correct escalation of Service Management Items while following existing policies and procedures
Key role in Major Incident handling while following existing policies and procedures
Perform other job duties as assigned with a high degree of flexibility and professionalism
Skills and Abilities
- Minimum of 2 years’ experience required in phone based technical support in a professional IT team environment, including troubleshooting and repair experience in a Global networking and systems environment
- Bilingual - Spanish and/or Portuguese
Customer focused team player with multi-tasking and logical decision making skills
Excellent verbal, written, and professional phone skills using an ACD based phone system
Expert knowledge of Windows Client operating system and Microsoft Office Applications
Experience using a Service Management application (MS Service Manager, Remedy, Track-IT, etc…)
Completion of one or more professional training courses: (ITIL Foundations, MCP, A+, NETWORK+, MCDST, etc..)
Understanding of technical support practices such as incident documentation, service level agreements and escalation procedures
Wide range of skills and knowledge in computer hardware and/or software to include: PC hardware, networking, MS Office applications and Citrix client support
Excellent Work Ethic with an extremely professional demeanor
Strong knowledge of existing ITSC Policies, Procedures and Client roles
Willingness and ability to work night shifts is a must
Excellent Benefits: Medical, Dental, Vision, Disability, Life, Matching 401(k), Employee Stock Purchase Plan
Superior Energy Services and its subsidiaries are Equal Opportunity and Affirmative Action Employers for Minorities/Women/Veterans/Disabled.