Company Description
IPT Global is a well integrity software and advisory services company dedicated to working closely with clients to establish and continuously improve the safest and most efficient well integrity operations possible. We nurture a collaborative and innovative work culture. We also provide competitive salaries and benefits, including health, dental, vision and 401k.
Job Description
The Technical Support Engineer will support end-users, perform complex systems analysis, and assist in resolving technical issues related to the company’s software products, third-party software/integrations, and infrastructure in support of our employees and customers.
Working with organization stakeholders, the Technical Support Engineer will coordinate issue resolution with appropriate parties including but not limited to issue triage, validation/classification, tracking, documentation, and support knowledge base management.
Duties and Responsibilities
- Act as the point of contact for all IT and systems related concerns from employees and customers.
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Support rig hardware and software.
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Install and configure computer systems, equipment, and software applications.
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Monitor and support issue ticketing system(s) and address issues/reported bugs in order of priority with clear and timely communication to all concerned parties, escalating to appropriate parties only as necessary in pursuit of issue resolution.
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Act as the liaison between IT Infrastructure & Security and Operations for customer installations including planning, deployment, configuration/setup, and troubleshooting.
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Be the focal point for the software bug reporting process for validation/classification and communication to all concerned parties (both internal and external), working with Software Development and Product as necessary.
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Assist management with tracking and reporting related to support performance metrics in support of customer SLAs for continuous improvement.
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Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
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All other duties as assigned.
