Job Summary:

IT Onsite Support Analyst will be responsible to deliver the full range of IT support and project work within our organization, in time, professionally and to a very high standard. Primary Duties to provide support include computers, servers, networking, wellsite connectivity, programming and documentation. IT Onsite Support Analyst will also be expected to listen, understand, and interpret customer requirements to propose solutions which enable the business to be more efficient via Innovation and Digital Transformation.

Essential Responsibilities and Duties:

Junior Level:

• Provides second-line investigation and diagnosis
• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details per help desk procedures
• Communicates with customer regarding incident progress
• Ensures tickets are updated at all times until issues are resolved
• Conducts customer satisfaction callbacks/surveys
• Completes GET IT training for OnSite Support Analysts
• Complies with QHSE and IT policies
• Liaises with customer, other SLB IT support groups and 3rd party providers when necessary
• Performs staging of PCs
• Maintains Global Asset Management database with all the required updates related to the hardware he responsible for
• Performs IMAC (Install, Move, Add and Change)
• Conducts hardware and software maintenance and support
• Participate actively in IT team and follow up closely on the objectives & KPO
  

Level 1:

• Includes Junior Level responsibilities
• Troubleshoots and resolves PC incidents and/or VIP requests
• Liaises with 3rd party suppliers for hardware repair
• Assists with SCSI on IT security issues and virus elimination

- Assists local Server Team when server maintenance is required-

• Assists in infrastructure setup & renovation project at location including the network devices, Lenel PACs, CCTV, Servers, PABX & Lync System
  

Level 2:(We need level 2 for this position）

• Includes Level 1 responsibilities
• Works closely with Distributed Services, Systems, Network Support and Event Management teams
• Coordinates spare asset inventory
• Maintains asset management
• Assists local Network Team when network equipment maintenance is required
• Presents and educates IT solutions, methods, and tools to customer in order to increase their efficiency.
• Organizes and schedules UseIT training in his/her location to match KPO requirements
• Active member in Area/Geomarket projects to accomplish common objectives
• Participate as one of the key person in IT Domain structure
• Supervise suppliers to perform maintenance, IMAC of IT equipment: PACS, UPS, PBX, Printers, Cabling system, etc.
  

Behavior:

• Good at or Interest in Programming , Microsoft o365 Product development and Mobile Services Programming.
• Science and Engineering background.. not limited to Computer Science.
• Fluent in English – continuous learning enthusiast
• Willingness to work flexible hours when needed
• Ability and willingness to travel to remote locations
• Initiative
• Ability to write technical support documentation a plus
• Excellent customer interface skills
• Good interpersonal communication skills
• Understanding of customer satisfaction principles and practices
• Team player
• Ability to work under pressure
• Good organizational and time management skills
• Good analytical and problem solving skills
• Ability to understand a wide variety of documentation
• Knowledge of ITIL based IT Service Model a plus
• Good knowledge on structure database and application development is a plus

Other Requirements

• Good at Network , CCNA better. Interest in Programming , Microsoft o365 Product development and Mobile Services Programming.
• Education Background: Science and Engineering background.. not limited to Computer Science.
• Language: good oral English and fluent in Writing and Reading.
  

上班地址：朝阳区酒仙桥路14号 兆维华灯大厦