Onsite Support Specialist

Job Description & Requirements

The Onsite Support Analyst is responsible for serving as a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. The Onsite Support Analyst acts as the second point of escalation for the resolution of desktop or laptop related incidents, service requests and connectivity issues.

Responsibilities

• Provide second-line investigation, diagnosis, and resolution of IT incidents and service requests.
• Resolve and close incidents and service requests within established service level agreements (SLAs).
• Escalate unresolved issues to appropriate support teams within agreed timelines.
• Log, document, and maintain accurate incident and service request records in accordance with help desk procedures.
• Communicate effectively with customers regarding incident status, progress, and resolution.
• Ensure support tickets are regularly updated and properly closed upon resolution.
• Conduct customer satisfaction follow-ups and surveys where required.
• Complete all mandatory IT and GET IT training requirements.
• Comply with Quality, Health, Safety & Environment (QHSE) standards, corporate IT policies, and security requirements.
• Liaise with customers, internal IT support teams, and third-party vendors as necessary.
• Perform PC staging, deployment, installation, configuration, and replacement activities.
• Maintain and update the Global Asset Management database for assigned IT assets.
• Carry out Install, Move, Add, and Change (IMAC) activities.
• Perform hardware and software maintenance, upgrades, and troubleshooting.
• Support executive and VIP users with a high level of professionalism and responsiveness.
• Participate actively in IT team meetings and contribute to achieving departmental objectives and key performance indicators.
• Coordinate and monitor resolution activities across support teams while keeping customers informed of progress.
• Work closely with Enterprise Services teams to deploy and support upgrades to servers, LANs, WANs, and wireless networks.
• Mentor and provide guidance to junior team members.
• Manage small, low-risk IT projects at the site location.
• Lead or participate in GeoMarket initiatives and projects to achieve shared business objectives.
• Take on additional responsibilities such as Security Champion, LDAP Champion, or Wellsite Connectivity Champion as required.
• Execute regular IT hardware disposal activities in compliance with the Fixed Asset Disposal Procedure.
• Promote process consistency through team calls, workshops, and knowledge-sharing sessions.
• Understand business requirements and recommend technology solutions that improve operational efficiency.
• Be willing to work flexible hours, including after-hours support when business needs require.

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Information Systems, or a related discipline.
• Minimum 5 years of experience in IT support, desktop engineering, or onsite technical support roles.
• Proven experience troubleshooting and resolving hardware, software, networking, and operating system issues.
• Experience supporting executive and VIP users in a corporate environment.
• Strong knowledge of Microsoft Windows operating systems, Microsoft 365 applications and services, Active Directory, Endpoint and device management tools, Standard enterprise IT applications

• Good understanding of IT Service Management (ITSM) processes and ticketing systems.
• Experience managing small IT projects and coordinating with cross-functional teams.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
  Key Competencies
• Customer focus and service excellence
• Technical troubleshooting and analytical skills
• Teamwork and collaboration
• Project coordination and execution
• Coaching and mentoring
• Adaptability and flexibility
• Attention to detail and accountability