JOB DESCRIPTION

The Support Centre Engineer will provide technical support via calls and email for NOV M/D Totco Drilling Instrumentation systems, sensors, and visualization solutions. The role involves troubleshooting technical issues, assisting with product installation and configuration, and ensuring timely and effective resolution of customer queries. Strong communication skills and a deep understanding of drilling instrumentation technology are essential.

Responsibilities:

• Respond promptly and professionally to incoming support calls.
• Thoroughly document and escalate potential problems via helpdesk support software and phone system.
• Contact on-call based on Standard Operating Procedure.
• Perform other work-related tasks as required and as assigned.
• Comply with all NOV company and HSE procedures and policies.
• Log, track, and escalate issues using helpdesk software and ticketing systems.
• Use helpdesk, tracking system and website information to ensure all customer data is up to date.
• Have an awareness of information security when working on and with customer information.
• Monitor and maintain computer systems and complex networks.
• Troubleshoot hardware and software issues across various platforms.

Requirements:

• 3-5 years in a customer support role.
• Experience with NOV M/D Totco Drilling Instrumentation Systems and visualization technologies strongly preferred .
• A record of successful resolution of customer support issues as an individual contributor.
• A willingness to dive into customer support and technical issues as part of maintaining the skills necessary to manage and advocate solutions.
• Experience using Zendesk or equivalent helpdesk systems.
• Strong written and verbal communication skills.
• Detail orientated with the ability to provide analytical reports and concise feedback.
• Bachelor's degree in engineering in Electronics, Instrumentation, Computer Engineering or related field.
• Solid understanding of drilling instrumentation systems and oilfield sensor technologies.
• Experience with NOV MDTotco systems (preferred).
• Familiarity with data acquisition systems, rig sensors, and surface logging tools.
• Basic knowledge of networking, Windows-based systems, and remote desktop tools.
• Ability to read and interpret technical manuals, schematics, and wiring diagrams.
• Hands-on experience with troubleshooting hardware/software issues in field or support environments.
• Understanding of WITS/WITSML protocols is a plus.