Support Centre Engineer

The role involves troubleshooting technical issues, assisting with product installation and configuration, and ensuring timely and effective resolution of customer queries. Strong communication skills and a deep understanding of drilling instrumentation technology are essential.

• Answer incoming calls in a professional and courteous manner.

• Thoroughly document and escalate potential problems via helpdesk support software and phone system.

• Contact on-call based on Standard Operating Procedure

• Perform other work-related tasks as required and as assigned

• Comply with all NOV company and HSE procedures and policies.

• Document and escalate potential problems via helpdesk system

• Use helpdesk, tracking system and website information to ensure all customer data is up to date

• Have an awareness of information security when working on and with customer information

• Monitor and maintain computer systems and complex networks

• Diagnose hardware/software issues

• Degree in Instrumentation, Electronics Engineering or Equivalent

• 3 to 5 years’ experience in a customer support role

• Experience with M/D Totco data acquisition and visualization technologies strongly preferred

• A record of successful resolution of customer support issues as an individual contributor.

• A willingness to dive into customer support and technical issues as part of maintaining the skills necessary to manage and advocate solutions.

• Experience with Zendesk ticketing System.

• Excellent written and oral communication.

• Detail orientated with the ability to provide analytical reports and concise feedback