Support Analyst

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 worlds 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, entertainment, material handling, aerospace, science, and renewable energy industries.

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, Security Environment (HSSE).

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.

This position is office based, p rimarily responsible to provide technical support to business users in both networked and standalone configurations and helps in resolving technical issues. The support is provided remotely via phone or email and sometimes through instant messaging.

Supports business users through remote access software while identifying, researching, and communicating on technical issues and driving them towards resolution.

Operate in 24x7 rotational shifts.

Responds to telephone calls emails, for technical and functional support. Technical support involves troubleshooting, training, report generation and fault logging of IT systems for end-users of business applications. Functional support includes supporting internal IT teams by providing detailed documentation on tickets, providing access to applications in production environment, helping in processing security forms, submitting application and network performance KPI.

Responsible for meeting defined service level agreement for resolving service requests and incidents (from opening to closure)

Document, track and monitor issues to ensure timely resolution of service center tickets.

Prepares reports and dashboards using the data on IT tickets.

Follows standard support procedure in emailing customers, responding to calls, ticket documentation and other communication.

Maintains call log history for statistical analysis and performance measurement purposes.

Supervisory Responsibilities

This position has/does not have direct supervisory responsibilities.

Reporting Relationship

Reports to Manager in Global Service Center

Required

Bachelor s degree, preferably in computer science, or equivalent education and experience.

1-3 years of IT support experience and/or call center experience (Windows 10/11/Linux Support).

Good problem-solving skills and attention to detail.

Excellent communication skills in English language.

Able to work independently, willing to work in rotational shifts.

Desired

Microsoft, Cisco and ITIL certifications .

Knowledge, Skills, Abilities, and Other Characteristics

Knowledge for Windows 10/11 OS, Active Directory, MS Office Applications, O365

Teamwork Interpersonal skills

Analytical, problem solving decision-making skills.

Organizing planning skills

Initiative: Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

This position is considered OFFICE WORK which is characterized as follows.

Almost exclusively indoors during the day and occasionally at night

Occasional exposure to airborne dust in the workplace

Work surface is stable (flat)

In addition, we make a priority of providing learning and development opportunities to enable employees to achieve their potential and take charge of their future. As well as developing employees in a specific role, we are committed to lifelong learning and ongoing education, including developing people skills and identifying future supervisors and managers. Every month, hundreds of employees are provided training, including HSSE awareness, apprenticeships, entry and advanced level technical courses, management development seminars, and leadership and supervisory training.

We have a strong ethos of internal promotion. We can offer long-term employment and career advancement across countries and continents.

Working at Oceaneering means that if you have the ability, drive, and ambition to take charge of your future-you will be supported to do so and the possibilities are endless.