The IT Specialist is responsible for serving as a desktop support expert responsible for computer hardware, software (related to infrastructure, not business related) and peripherals., The IT Specialist acts as the second point of escalation (Level 2 support) for the resolution of desktop/laptop related incidents, IT Infrastructure service requests (connectivity, Firewalls, IT Infrastructure security systems - CCTV, among others).

Requirements

• Mobility/Flexibility - the IT Specialist will be based in Sugarland, Texas, and will rotate once a week. They will also be assigned during a week once a month to a location across Greater Houston (locations 30 min to 1:30 hours away from their based location)

Responsibilities & Duties

• Provide second-line, onsite investigation and diagnosis of IT problems
• Assist with the local installation and configuration of computer systems, servers, and network equipment, as well as the staging and preparation of the above that requires physical intervention
• Resolve and close incidents and service requests within allocated timelines and defined SLA's
• Communicate and engage with customers on the progress of their IT requests and incidents
• Assist the internal Global Network Services and Global Infrastructure Services groups where local support is required
• Assist in infrastructure setup and renovation projects at monitored locations, including network devices, physical security systems, modern meeting rooms, and other emerging technologies
• Liaise with third-party suppliers for hardware-related events. Supervise suppliers to perform repair, maintenance, installation, and changes involving IT equipment - working as a SME
• Fully document changes to in-house plans
• Manage small, low-risk IT projects at the location
• Listen to, understand, and interpret customer requirements to propose solutions that enable the business to be more efficient and leverage our digital environment
• Present to and educate customers on IT digital solutions, processes, and tools to increase their efficiency and unlock the value of the SLB digital environment
• Stay up to date with the latest technologies and trends in the fast-moving IT industry
• Comply with all Quality, Health, Safety, and Environment policies

Qualifications & Experience

• Bachelor's degree in computing science, Information Technology, or a related technical field
• Equivalent experience in an on-site IT support-related role may also be considered
• 2+ years of experience in technical support, desired: experience in an on-site support role
• Technical knowledge of computer hardware, software, networks, and Microsoft operating systems
• Excellent problem-solving skills with the ability to investigate and troubleshoot technical issues
• Attention to detail and the ability to work in a fast-paced environment, managing multiple assignments simultaneously whilst working with others
• Strong communication and customer service skills
• ITIL certifications preferred

Soft Skills

• Fluent in English - continuous learning enthusiast
• Willingness to work flexible hours when needed
• Initiative
• Good organizational and time management skills