[Hiring] IT Support Assistant @NOV Inc.

Role Description

Do you have a passion for solving a variety of technical issues? Are you enthusiastic and process-driven? Do you love working with others to find solutions? If this interests you, we are looking for a Support Assistant with a real desire to provide our internal customers with the highest quality of service by responding to incoming calls and Service Desk tickets, diagnosing, and resolving problems remotely.

Mission:

• Assist internal customers who call our Service Desk or submit tickets with PC hardware, software, printer, or other IT-related issues.
• Ensure timely resolution, high-quality support, and compliance with IT policies and procedures.
• Support the global energy industry by delivering reliable IT services that empower business operations and enhance user experience.
• Collaborate with field support and other IT teams for more advanced issues.

Responsibilities

• Assist internal customers who call our Service Desk or submit tickets with PC hardware, software, printer, or other IT-related issues.
• Respond to requests in our IT Service Management (ITSM) tool in a timely manner.
• Follow documented processes to assist and troubleshoot.
• Document details from investigating and troubleshooting calls and requests within our ITSM, Jira Service Desk.
• Escalate requests to next level support when necessary.
• Create additional documentation articles in Confluence (Wiki) to help the team solve similar issues.
• Comply with policies, procedures, and guidelines.

Qualifications

• Will be hiring freshers/students pursuing their masters who have the drive & passion to work & have the basic skills that is needed for the role.
• Relative work experience and/or specialized training.
• High school diploma or equivalent.
• Experience diagnosing and repairing computers.
• Proficiency in conducting PC software, printer and multi-function device support.
• Excellent technology skills and flexibility adapting to new technologies and systems.
• Ability to speak fluent English.
• Strong communications and interpersonal skills with the ability to build trust and integrity in your relationships with customers.
• Self-motivated, but also an excellent teammate, who can work with people at all levels of the organization.
• Good problem analysis and resolution, impact verification, and troubleshooting experience.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Ability to diagnose problems across multiple IT disciplines.
• Willing to work weekends and holidays.

Requirements

• Associate's or Bachelor’s degree in technology-related field (Plus).
• Comptia A+, Comptia Network+, and ITIL certifications (Plus).