IT Support Specialist

Responsibilities:

• The role is based in Houston and involves occasional travel to offshore rig locations in the Gulf of Mexico. An eligible candidate should have expertise in both end-user computing and network support, along with the following skill set and responsibilities, and be prepared to take on on-call duties.
• Contractor’s Field Support services provide hands-on support for infrastructure devices in the Workplace & field. Devices supported include PCs, mobile devices, printers, LAN equipment Activities include hardware maintenance, software support and Installs, Moves, Adds & Changes (“IMACs”)
• Troubleshoot, install, printers, drive mappings, permissions, and other end-user computing environment related items.
• Company Hardware and software maintenance and support
• Workplace (Laptops, Desktops, and iOS) device optimization and configuration
• Contractor shall provide onsite desktop services for supported desktop, supported desktop software, and supported devices at Company-designated locations. Locations may be modified from time to time by the Company in accordance with the Agreement using the applicable Change Control Procedures.
• Contractor shall provide onsite Desktop services in English for supported desktop, supported desktop software, and supported devices.
• Contractor shall perform the desktop services in a manner that minimizes interruptions to Company’s daily operations.
• Contractor shall perform proactive maintenance of the supported desktop, supported desktop Software, and Supported Devices to minimize downtime.
• LogMeIn as the primary remote-control tool; Company remote control software used as a backup method only.
• Field Services Support shall not manage P1 tickets.
• Field Services support shall manage single user Incidents and VIP tickets, P2, P3, P4, along with Service Requests only.
• The supported devices are listed below:
• Desktops & laptops
• Apple Mac OS for remote connectivity (e.g., Citrix), where applicable
• Printer queue and break/fix coordination
• iOS devices
• Android devices, where applicable for Mobile Device Management
• Enterprise software part of Company’s standard workplace image (desktop and laptop)
• Provides meeting support and assistance with the use of AV hardware.
• Set up and install A/V equipment such as projectors, TV’s, speakers, microphones, and cameras.
• Maintains functionality of A/V technology and replaces non-working, damaged or obsolete equipment; performs minor equipment repairs or replaces user-serviceable parts on A/V equipment.
• Network Support 
• Implement, and maintain LAN and WAN infrastructure for enterprise-level networks.
• Configure and troubleshoot routing and switching protocols such as OSPF, BGP, EIGRP, VLAN, and STP.
• Collaborate with remote cross-functional teams to develop network solutions that meet business requirements.
• Provide offshore RIG support and resolve network-related issues for clients and end-users in a timely manner.
• Manage cable infrastructure, including planning, installation, labeling, and documentation.
• Maintain and administer network security measures, including firewalls, VPN, and access control.
• Oversee data center network management, including rack and equipment management, power and cooling optimization
• Deploy, and manage secure guest and enterprise wireless (WiFi), ensuring reliable connectivity and adherence to industry standards and best practices, such as implementing strong authentication, encryption, and access control policies.
• Utilize ServiceNow ticket management system to efficiently track, prioritize, and resolve network-related issues, ensuring timely resolution and effective communication with stakeholders.
• Possess specialized offshore rig training and certifications, including HUET (Helicopter Underwater Escape Training) to ensure compliance with safety regulations in the Gulf of Mexico