Job Description

Position Title: White Glove End User Support Specialist

Duration: 6+ months

Location: 22777 Springwoods Village Pkwy, Spring TX-77389

In scope:

• Dedicated support of operations embedded/co-located with users on the Operations in N2
• Support coverage during key business hours
• End-user computing support - PC hardware, desktop, network and associated hardware peripherals (Operations Users have specialty equipment unique to job roles/responsibilities)
• Basic office productivity and training including new business hire onboarding support
• Support operations application issues as per the standard operating procedure including outages caused by network, software blocking, firewall, proxy network, etc. Capture support knowledge and regularly update / contribute to operations support knowledge base repository / OneNote
• Regularly monitor critical Zoom channels (e.g. Operations IT 911 Support) during support hours and actively contribute to issue resolution

In Scope – Differentiated Support

Dedicated support is expected to go beyond the support boundaries of the global DaaS scope e.g. coordination of incident, problem and change management, end-to-end accountability, building business relationships, as follows:

• Dedicated, collocated and enhanced ‘VIP/white glove’ approach to support
• Basic applications support, including escalating to EOC/EMIT support teams (note application functionality issues to be escalated to business capability support teams)
• Take ownership and drive end to end incident resolution across site/above site EMIT and vendor teams.
• Timely communication of resolution status to stakeholders and users for awareness (even if ticket is assigned to other groups)
• Build a strong network of EMIT, business and vendor contacts to resolve incidents effectively and reduce MTTR
• Build awareness and understanding of critical business processes.
• Responsible for maintaining PC stock through inventory management and by imaging PC’s
• Manage operations Ticketing Queue
• Familiarity/knowledge with Operations’ business processes and requirements, standard application troubleshooting, and hardware requirements (monitors, docking stations, and other specialized hardware unique to the operations)
• Triage application (e.g. Compass, vendor supported SaaS apps) issues and escalate to EMIT support teams if not resolved (Note: application functionality issues to be escalated to application support teams and/or vendor for support)

Responsibilities:

While Buyer retains delivery of high value consultation and end-user education, Contractor resources working in Project are expected to:

• Have a good understanding of Buyer’s enterprise productivity tools and solutions to answer ‘how-to’ type questions
• Familiar with an operations IT setup
• Knowledge of Drilling/Remote Operations applications (ex. Compass, vendor supported applications)
• Knowledge of office desktop applications as well as network infrastructure background
• Follow Safety and S&C guidelines
• Provide the resources needed to complete the activity · Complete site implementation ExxonMobil:
• Provide guidance on Safety and S&C
• Define and guide on activities described above, to be performed locally

"Tekgence is an equal opportunity employer. Applicants must be authorized to work in the U.S. U.S. citizens and Green Card holders are strongly encouraged to apply."

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