Description
The European Technical User Supports team objective is to provide differentiated support to Technical Computing (primarily Subsurface & Wells) users across Europe, and to directly increase their productivity and enhance their end user experience of IT services.
Support characteristics are commensurate with the importance of this user group of technical professionals (such as Geologists, Geophysicists, Reservoir Engineers, and Seismic Interpreters) in the Subsurface and Wells disciplines. Focus is to help these technical end users in a pro-active way; to detect problems in an early stage, to anticipate user requirements, to deliver tailor made solutions and ensure effective use of the Upstream IT environment.
The key characteristics are
- Acting as voice and action party (re-active as well as pro-active) for the technical worker community when IT service failures impact their operations;
- Working face to face with, or remotely support technical workers to identify issues and new requirements in an early stage and prevent escalations;
- Advising users of the best possible use of the available infrastructure, specifically in the technical compute environment;
- Taking End-to-End ownership of problems affecting technical workers and acting collaboratively with other IT service areas to find resolution.
Technical Skills and Experience
- Proven knowledge/certification of Windows, RedHat Linux, NetApp Storage, EMC Isilon storage, HP RGS/Leostream, Microsoft Desktop, Active Directory, LDAP products;
- Proficient in Corporate, Industry and Professional Standards, Customer Service Techniques, Proficient in Function or Department Operations;
- Familiar with Customer Value Chain Concepts;
- Excellent customer interfacing experiences;
- Extensive troubleshooting and analytical skills, helicopter view;
- Ability to clearly identify various components of the services and reported issues;
- Highly customer focused/minded while possessing courage to resist always providing "quick fix";
- Ability to identify and pursue opportunities for service improvement;
- Demonstrated ability to operate successfully in regional and sometimes global environment;
- Ability to work independently and also as part of a regional/global team;
- Ability to develop and maintain strong relationships with business, other support teams and stakeholders;
- Excellent written & spoken English essential.
Soft Skills and Experience
- Excellent customer interfacing experiences;
- Ability to clearly identify various components of the services and reported issues;
- Able to cope well with change and be adaptable to on/off boarding of new activities and services;
- Demonstrated ability to operate successfully in regional and sometimes global environment;
- Ability to work independently and also as part of a regional/global team;
- Able to develop and maintain strong relationships with all teams involved in the extended;
- Technical Computing related support ecosystem.
Michael Bailey International is acting as an Employment Business in relation to this vacancy.