Client Services Technician - Superior Energy Services

For oil & gas exploration and production companies worldwide Superior Energy Services is an oilfield products and services company with global reach financial stability and mature safety and core values platforms. Through its portfolio of premier rental and well servicing brands Superior provides customers with robust inventory expedient delivery engineered solutions and expert consultative service all delivered with enterprise-wide Shared Core Values for safe sustainable operations and corporate citizenship. We are an Affirmative Action and Equal Opportunity Employer that does not discriminate against any job applicant because of race religion national origin gender pregnancy sexual orientation age disability veteran status or any other characteristic protected by law.

Superioris currently seeking a Client Services Technician to join our team in Houston TX (On-Site).

The Client Services Technicians primary responsibility is to supervise prioritize and coordinate desktop hardware and software support activities for Specialized Rentals Services BU within his/her designated support jurisdiction while ensuring customer satisfaction and operational efficiencies are achieved. This role will provide direction and technical leadership to the client services technician support staff by ensuring the delivery of outstanding service request fulfillment offering in region IT procurement support when needed and lead incident and problem management activities for the end user computing environment. This role will be responsible for working with Corp IT suppliers etc. in resolving customer technology problems in addition proactive activities to improve end user experience. This position similarly requires the monitoring of call ticket queue setting daily work priorities assuring of timely response on end user request (SR tickets) and escalating/routing issues to appropriate staff or other Superior IT support teams.

Responsibilities:

• Team Player Providing Tier 1 Technical/Phone support to Corporation and subsidiaries with multiple Global locations
• Perform troubleshooting and remote support for a Global user community
• Ensure prompt support and escalation for a wide range of hardware networks servers and software
• Perform accurate and detailed logging and tracking of all calls in a Service Management system
• Provide Accurate timely and professional resolution on all reported issues
• Ensure efficient accurate and professional follow up on assigned Service Management Items
• Classify and identify issues based on impact and urgency
• Ensure accurate and correct escalation of Service Management Items while following existing policies and procedures
• Key role in Major Incident handling while following existing policies and procedures
• Perform other job duties as assigned with a high degree of flexibility and professionalism
• Coordinates activities by scheduling work assignments setting priorities and directing the work of client service technicians and assists in the installation training maintenance troubleshooting and repair of desktop technology hardware and software
• Work directly with or coordinate activities with business systems database or application administrator(s) for the resolution of escalated service management demands or provide hands-on assistance for local project or operational related work activities
• Engage with Corp IT project team(s) to support work plan activities which localized resources are assigned to ensure the effective and timely implementation of assigned task or deliverables
• Aid the Client Services Manager in determining customer service requirements by maintaining contact with customers; visiting operational environments; identifying customer service trends; recognizing needs for technical improvement and/or change.

Minimum Requirements:

• Minimum of 5 years experience within an information technology department
• Minimum of 5 years experience with computer hardware and software to include: pc hardware networking installations software packages Citrix O365 etc.
• Excellent Communication Skills: Verbal Written Face to Face
• Excellent experience conducting conflict resolution and mediation methods
• Excellent knowledge of windows client operating system and MS Office suite
• Experience with ticket tracking software (MS Service Manager Remedy Etc.) and/or process and procedures
• Experience with technical support practices such as: Ticket Documentation Service Level Agreements Statistics and Escalation Processes
• Familiar with general IT infrastructure (hardware databases operating systems local area networks disk arrays etc.) and other technologies
• Experience with ticket tracking software (MS Service Manager Remedy Etc.) and/or process and procedures
• Strong analytical skills with experience developing and managing KPIs and SLAs
• Wide range of skills and knowledge in computer hardware and/or software to include: PC hardware networking MS Office applications and Citrix client support
• Strong knowledge of existing ITSC Policies Procedures and Client roles

Preferences:

• A Network MCP MCSA or other IT related certifications
• Oil and Gas Industry Experience

Education: Bachelors Degree or Equivalent Experience Required; Technology Field Preferred

Work Location(s): Houston TX (primary) and branch locations

Travel Requirements: 30% (Travel within Houston to different locations)

Excellent Benefits: Medical Dental Vision Disability Life Matching 401(k)

Required Experience:

IC