IT Customer Service Representative

IT Customer Service Representative(Network Deskside Field Services)

Location : Houston, TX - Onsite

Responsibilities:

Relevant Experience

- 3 Years The role is based in Houston and involves occasional travel to offshore rig locations in the Gulf of Mexico. An eligible candidate should have expertise in both end-user computing and network support, along with the following skill set and responsibilities, and be prepared to take on on-call duties.

Deskside Support - Contractor's Field Support services provide hands-on support for infrastructure devices in the Workplace & field.

Devices supported include PCs, mobile devices, printers, LAN equipment Activities include hardware maintenance, software support and Installs, Moves, Adds & Changes ("IMACs") Troubleshoot, install, printers, drive mappings, permissions, and other end-user computing environment related items.

Company Hardware and software maintenance and support Workplace (Laptops, Desktops, and iOS) device optimization and configuration Contractor shall provide onsite desktop services for supported desktop, supported desktop software, and supported devices at Company-designated locations.

Locations may be modified from time to time by the Company in accordance with the Agreement using the applicable Change Control Procedures.

Contractor shall provide onsite Desktop services in English for supported desktop, supported desktop software, and supported devices.

Contractor shall perform the desktop services in a manner that minimizes interruptions to Company's daily operations.

Contractor shall perform proactive maintenance of the supported desktop, supported desktop Software, and Supported Devices to minimize downtime.

LogMeIn as the primary remote-control tool; Company remote control software used as a backup method only. Field Services Support shall not manage P1 tickets. Field Services support shall manage single user Incidents and VIP tickets, P2, P3, P4, along with Service Requests only. The supported devices are listed below: Desktops & laptops Apple Mac OS for remote connectivity (e.g., Citrix), where applicable Printer queue and break/fix coordination iOS devices Android devices, where applicable for Mobile Device Management Enterprise software part of Company's standard workplace image (desktop and laptop) Provides meeting support and assistance with the use of AV hardware. Set up and install A/V equipment such as projectors, TV's, speakers, microphones, and cameras. Maintains functionality of A/V technology and replaces non-working, damaged or obsolete equipment; performs minor equipment repairs or replaces user-serviceable parts on A/V equipment. Network Support - Implement, and maintain LAN and WAN infrastructure for enterprise-level networks. Configure and troubleshoot routing and switching protocols such as OSPF, BGP, EIGRP, VLAN, and STP. Collaborate with remote cross-functional teams to develop network solutions that meet business requirements. Provide offshore RIG support and resolve network-related issues for clients and end-users in a timely manner. Manage cable infrastructure, including planning, installation, labeling, and documentation. Maintain and administer network security measures, including firewalls, VPN, and access control. Oversee data center network management, including rack and equipment management, power and cooling optimization Deploy, and manage secure guest and enterprise wireless (WiFi), ensuring reliable connectivity and adherence to industry standards and best practices, such as implementing strong authentication, encryption, and access control policies. Utilize ServiceNow ticket management system to efficiently track, prioritize, and resolve network-related issues, ensuring timely resolution and effective communication with stakeholders. Possess specialized offshore rig training and certifications, including HUET (Helicopter Underwater Escape Training) to ensure compliance with safety regulations in the Gulf of Mexico.