IT Support Assistant

Do you have a passion for solving a variety of technical issues? Are you enthusiastic and process-driven? Do you love working with others to find solutions? If this interests you, we are looking for a Support Assistant with a real desire to provide our internal customers with the highest quality of service by responding to incoming calls and Service Desk tickets, diagnosing, and resolving problems remotely. Our team is a key component of the Corporate IT department, serving our fellow employees around the globe for level one and two issues and collaborating with field support and other IT teams for more advanced issues.

Mission

Assist internal customers who call our Service Desk or submit tickets with PC hardware, software, printer, or other IT-related issues, ensuring timely resolution, high-quality support, and compliance with IT policies and procedures. Support the global energy industry by delivering reliable IT services that empower business operations and enhance user experience. Our team is a key component of the Corporate IT department, serving our fellow employees around the globe for level one and two issues and collaborating with field support and other IT teams for more advanced issues.

Responsibilities

• Assist internal customers who call our Service Desk or submit tickets with PC hardware, software, printer, or other IT-related issues.
• Respond to requests in our IT Service Management (ITSM) tool in a timely manner
• Follow documented processes to assist and troubleshoot
• Document details from investigating and troubleshooting calls and requests within our ITSM, Jira Service Desk
• Escalate requests to next level support when necessary
• Create additional documentation articles in Confluence (Wiki) to help the team solve similar issues
• Comply with policies, procedures, and guidelines

Requirements

• Will be hiring freshers/students pursuing their masters who have the drive & passion to work & have the basic skills that is needed for the role
• Relative work experience and/or specialized training
• High school diploma or equivalent
• Experience diagnosing and repairing computers
• Proficiency in conducting PC software, printer and multi-function device support
• Excellent technology skills and flexibility adapting to new technologies and systems
• Ability to speak fluent English
• Strong communications and interpersonal skills with the ability to build trust and integrity in your relationships with customers
• Self-motivated, but also an excellent teammate, who can work with people at all levels of the organization
• Good problem analysis and resolution, impact verification, and troubleshooting experience
• Ability to explain technical issues to technical and nontechnical employees and customers
• Ability to diagnose problems across multiple IT disciplines
• Willing to work weekends and holidays

Plus

• Associate's or Bachelor’s degree in technology-related field
• Comptia A+, Comptia Network+ , and ITIL certifications