Completions Tier 1 - Technical Support Analyst

IWS USA CORP•Calgary, AB

22h•Hybrid

About The Position

With our decades of industry leading technologies in the Oil and Gas drilling space, we are looking to leverage that knowledge and experience to grow our Pason Completions team to support our expanding product lines and industry presence. We are looking for a Technical Support Analyst to provide technical software and hardware support in a 24/7 service desk environment. The successful candidate will utilize their strong communication, analytical and critical thinking skills to assist our clients in troubleshooting and resolving issues during deployment and ongoing use of Pason’s products & services. The role requires an individual who is committed to working through complex problems with high-level accuracy and with a focus on providing exceptional customer service. This position will support both remote and office-based customers as well as our growing team of field technicians.

Requirements

Experience providing technical support to remote clients
Excellent verbal and written communications skills
Ability to manage multiple concurrent projects/tasks
Ability to identify, isolate and communicate problems from and to all levels of users
Dedicated commitment to customer success
Thrive under constantly changing conditions, offering new ideas and fresh approaches to problems
Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
Proactive learner who quickly absorbs new information and takes initiative to master tasks
Willing to work in a 24 X 7 environment and rotate through day, evening, night and statutory holiday shifts.
Fluent oral and written English communication skills
Ability to travel out of the country as needed if visits to the field are required.
Located in Calgary, AB
2 years or more of technical support experience OR
A technical diploma in Information Technology/Instrumentation/Electrical OR
Equivalent Field or Support experience in Completions/Instrumentation/PLC

Nice To Haves

Call Center experience is an asset
2 years or more of technical support experience with CentOS, Windows, and LAN/WAN troubleshooting would be an asset
Experience with oilfield completions and terminology would be an asset
A technical diploma in Information Technology/Instrumentation/Electrical
Certificates related relevant to the position

Responsibilities

Respond to customer inquiries via telephone or email to provide problem resolutions in accordance with our service standards
Assist in the administration of Office and Field level users of our cloud based and on-site services
Log all issue-based interactions with clients and field technicians
Identify and escalate situations to the appropriate teams when necessary
Troubleshoot and resolve complex software, hardware and technical issues for clients
Collaborate with development staff to recreate problems in a test environment
Work through issues proactively with the goal of minimizing downtime and delivering high quality data.
Remote troubleshooting using a variety of different software tools
Track issues to resolution and update Pason’s Knowledge Base
Stay current with Pason’s products and software changes and updates
Set proper priority for issues to ensure timely resolution
Actively contribute to on-going process improvements
Participate in on going technical training as needed
Available for 4 days on and 4 days off schedule with 11-hour shifts rotating through the day, evening, night and stat holiday shifts
Individual transportation is required