Senior Help Desk Support (Project Management)
Nabors is a leading provider of advanced technology for the energy industry. With operations in about 20 countries, Nabors has established a global network of people, technology and equipment to deploy solutions that deliver safe, efficient and responsible hydrocarbon production. By leveraging its core competencies, particularly in drilling, engineering, automation, data science and manufacturing, Nabors aims to innovate the future of energy and enable the transition to a lower carbon world.
Equal Opportunity Employer
Nabors is committed to providing equal employment opportunities to all employees and applicants and prohibiting discrimination and harassment of any type without regard to race, religion, age, color, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. To learn more about our Fair Employment practices, please refer to the Nabors Code of Conduct.
The Senior Help Desk Support position is an expert level role responsible for supporting and resolving advanced troubleshooting inquiries and service needs at the second level of escalation and has lead responsibilities to help desk team members.
- Serves as the secondary point of contact for client assistance for advanced and/or uncommon ticket inquiries which require an expert level of knowledge and customer service.
- Performs help desk duties in a call center environment with a strong end-user focus.
- Tracks trending issues and formulates recommendations for management to address recurring issues.
- Leads the efforts to document, maintain and recommend enhancements to work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution.
- Performs advanced troubleshooting focused on analysis and resolution.
- Coaches and supports the development of help desk team members.
- Resolves work requests that may involve coordination and collaboration with other IT support groups.
- Be able to work a rotating weekend shift and afterhours on-call. Evening or night shift maybe required in accordance with staffing needs.
- Performs additional duties as required.
#LI-TL1
- Typical candidates will possess 5+ years of relevant experience in a technical customer service role.
- Possesses expert knowledge of standard end user hardware and software and is able to address issues by following established procedures.
- Proven ability to work within a team environment as well as independently, multi-task and adapt to frequent change.
- Excellent customer service skills.
- Excellent communication (oral and written), interpersonal, organizational and presentation skills.
PREFERRED QUALIFICATIONS
- Bachelor's degree or five years of hands-on technical experience in a technology help desk role.
- A+ Certification.
- Microsoft Certified Solutions Associate.
- Has demonstrated an advanced understanding of fundamentals required for application and technology support.
- Knowledge of satellite technology (broadband communication) comprised of satellites, hubs and remote site equipment.
BEHAVIORAL COMPETENCIES
- Accountability – Level One
- Excellence – Level One
- Innovation – Level One
- Safety – Level One
- Teamwork & Collaboration – Level One
- Communication – Level One
- Decision Making – Level One
- Learning Agility – Level Two
TECHINCAL COMPETENCIES
- Help Desk – Level Two
- Technical Trouble Shooting – Level Two
- Network Operations – Level One
- Hardware Installation and Support – Level Two
- Software Installation and Support – Level Two
PHSYICAL REQUIREMENTS / WORKING CONDITIONS
- Office environment.
- While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand, walk and use hands. The employee may occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision and distance vision.
