An employer is seeking a Tier2 Service Desk Technician to join their team 100% onsite in the Houston, TX area. This person will be working with a team of 2 other Technicians to support 1,000 end users in the company, 500 will be onsite in the building, and 500 will be in remote areas. On a day-to-day basis, this person will be responsible for providing level 2/tier 2 support to their end users. The Technician shall take ownership of customer requests and incidents that are escalated to Tier2, follow up the status on behalf of the customer, and communicate progress in a timely manner that meets established service level agreements and provides reassurance to customers when diagnosing issues and delivering incident resolution. They will create, update, and closes customer tickets in ServiceNow ticketing portal for every call answered on tech hub and according to defined ticket compliance requirements and service level agreements. Tier 2 support technician applies in-person (Tech Hub) or remote troubleshooting and diagnostic techniques to identify problems, investigate causes, and recommend solutions that promote end-user satisfaction in adherence to established performance metrics. They will need to be able to travel offshore to the Gulf Of Mexico once a quarter to support other company operating units.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
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Minimum 10 years' of experience working for a global IT Service Desk
Bachelor's degree in Computer Science ,Information Technology or related degree is required
Extensive Background working with Vendors of Digital Services (For Example AT&T)
Experience with offshore support - Ability to travel offshore (one a quarter for a week to Gulf of Mexico Operating Units)
Strong written and verbal communication skills; ability to create timely, accurate and succinct written communications
Excellent interpersonal and customer service skills; ability to work with senior management, mid-level management and end-users
Strong management skills; sets, meets and exceeds targets and results, delivers on commitments, sets challenging goals, prioritizes tasks, overcomes obstacles, demonstrates persistence and stamina, accepts accountability, volunteers for additional work, handles information flow, committed to continuous improvement
1. Previous experience assisting end users with O365, AD, SCCM and InTune Mobility
2. Microsoft Certification
3. knowledge of the Oil and Gas business and the systems and needs of the internal customers --
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.