Support Analyst

Job Description

The Support Analyst serves as a point of contact for employees requiring IT assistance. This office-based position provides support through telephone, email, instant messaging, and remote-access tools. The analyst will diagnose and resolve technical issues, maintain accurate ticket documentation, and coordinate with internal IT teams when additional functional or application support is required.

The position operates in a 24x7 rotational-shift environment and is responsible for managing incidents and service requests from initial logging through resolution and closure, in accordance with established service-level agreements and support procedures.

Responsibilities

Duties and Responsibilities

• Troubleshoot IT systems and business applications, provide user guidance or training, generate reports, and accurately log faults.
• Work effectively within a 24x7 rotational-shift schedule.
• Respond to support requests received through telephone, email, live chat and other approved communication channels.
• Manage service requests and incidents from opening through closure while meeting defined service-level agreements.
• Follow established procedures for customer communication, call handling, email responses, and ticket documentation.
• Provide remote IT technical support to Oceaneering employees using approved remote-access tools.
• Identify, research, troubleshoot, and communicate technical issues, driving them toward timely resolution.
  
  

Supervisory Responsibilities

This position has/does not have direct supervisory responsibilities.

Required

QUALIFICATIONS

• Bachelor's degree, preferably in Computer Science, or an equivalent combination of education and relevant experience.
• One to three years of IT support, including support for Windows 11.
• Working knowledge of Windows 11, Active Directory, Microsoft Office applications, and Microsoft 365.
• Strong analytical, troubleshooting, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills in English.
• Strong teamwork and interpersonal skills.
  
  

Preferred

• Microsoft, Cisco, and/or ITIL certification.
  
  

About Us

Oceaneering is a global provider of engineered services and products, primarily to the offshore energy industry. We develop products and services for use throughout the lifecycle of an offshore oilfield, from drilling to decommissioning. We operate the world's premier fleet of work class ROVs. Additionally, we are a leader in offshore oilfield maintenance services, umbilicals, subsea hardware, and tooling. We also use applied technology expertise to serve the defense, material handling, aerospace, science, and renewable energy industries.

Overview

ABOUT THE TEAM

Since year 2003, Oceaneering's India Center has been an integral part of operations for Oceaneering's robust product and service offerings across the globe. This center caters to diverse business needs, from oil and gas field infrastructure, subsea robotics to automated material handling & logistics.

Our multidisciplinary team offers a wide spectrum of solutions, encompassing Subsea Engineering, Robotics, Automation, Control Systems, Software Development, Asset Integrity Management, Inspection, ROV operations, Field Network Management, Graphics Design & Animation, and more.

In addition to these technical functions, Oceaneering India Center plays host to several crucial business functions, including Finance, Supply Chain Management (SCM), Information Technology (IT), Human Resources (HR), and Health, Safety & Environment (HSE).

Our world class infrastructure in India includes modern offices, industry-leading tools and software, equipped labs, and beautiful campuses aligned with the future way of work. Oceaneering in India as well as globally has a great work culture that is flexible, transparent, and collaborative with great team synergy.

At Oceaneering India Center, we take pride in Solving the Unsolvable by leveraging the diverse expertise within our team. Join us in shaping the future of technology and engineering solutions on a global scale.