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End-User Support Technician
2 months ago
Company Overview:
Genel Energy is a socially responsible oil producer, recognized for its commitment to sustainable practices and operational excellence. With a strong presence in the energy sector, we focus on delivering low-cost and low-carbon oil production while actively pursuing growth opportunities.
Position Overview:
The IT Support Specialist plays a crucial role in providing comprehensive support in line with IT service level agreements. By collaborating with end-users and technology teams, the IT Support Specialist ensures that all incidents are thoroughly analyzed, resolved, and communicated effectively within the agreed timeframes.
Key Responsibilities:
- Deliver timely and efficient support to end-users, adhering to established service standards.
- Enhance end-user support by improving response times to inquiries and issues.
- Diagnose and resolve level one issues related to computer hardware and software across various devices.
- Engage with end-users to identify areas for service improvement.
- Provide technical guidance on the design, configuration, installation, and upgrading of software and hardware.
- Offer daily support and direction to the IT team.
- Assist with general desktop support, project coordination, and imaging of workstations and laptops.
- Provide one-on-one assistance to end-users regarding technical issues, utilizing various communication methods.
- Coordinate with third-party service providers for timely repairs and maintenance.
- Support the installation of peripherals and cabling systems.
- Facilitate user connectivity to various networking systems.
- Build and maintain strong relationships with peer departments and vendors to meet service-level agreements.
- Develop and implement departmental goals and strategies while aligning with industry best practices.
- Communicate significant outages to end-users and IT providers, acting as the incident commander during critical situations.
- Monitor and report on help desk metrics and service levels.
- Maintain an inventory of all equipment, software, and licenses.
- Implement and manage digital workplace technologies and integrations.
- Ensure the stability and security of workplace technology through effective management and timely updates.
- Establish computing standards in collaboration with IT colleagues.
- Participate in resolving high-priority outages and planning sessions.
- Support security operations by monitoring device and identity anomalies.
- Stay informed on technology trends to enhance continuous improvement initiatives.
- Assess the criticality of services and automate testing for essential applications.
Qualifications:
Skills and Experience:
- Bachelor's degree in Computer Science or a related field.
- 5+ years of experience managing IT systems and platforms.
- Proficient in Microsoft end-user technologies and hardware management.
- Experience with configuration management and cloud-based services.
- Strong understanding of communication technologies and network management.
- Knowledge of server and storage management, including virtualization tools.
- Familiarity with information security policies and project management.
- Ability to quickly learn and implement new technologies.
