Technical Support Analyst/ERP Administrator at International Energy Services Limited (IESL)

Job Overview:

The role of the Technical Support Analyst/ ERP Administrator is to serve as a point of contact for server, ERP and data center monitoring and maintenance at all levels.

Responsibilities

• Install, configure, and diagnose software and hardware within the Datacenter
• Develop and implement network maintenance standard operating procedure
• Manage network servers and technology tools
• Set up user accounts and account modifications
• Monitor performance and maintain systems according to requirements
• Troubleshoot issues and outages
• Ensure security through access controls, backup and firewalls
• Ensure the reliable performance of the ERP systems
• Troubleshoots and resolves any ERP related hardware, software, user access or other problems
• Take periodic backup of IT resources in the datacenter
• Monitor the power resources assigned to power the datacenter (Inverter System, Generator etc)
• Upgrade systems with new releases and models
• Take and record all calls into the service management database, ensuring that all issues are logged, prioritized within the SLAs
• Install new computers & printers and troubleshoot faulty printers, computers and other peripherals
• Provide 2nd line hardware and software support
• Provide technical support for moderately complex problems in a timely manner
• Perform weekly incident analysis
• Manage, resolve and prevent business impacting outages, performing both reactive and proactive problem management
• Carry out investigation of problems through root cause analysis, following major incidents or through proactive trend analysis and monitoring
• Promote proactive support to prevent issues from reoccurring
• Creation and administration of all user accounts
• Follow up and ensure 3rd Level Support staff responsible for a ticket resolves the issue in a timely manner/within SLA
• Setup meetings and manage conference for all issues relating to meeting setup
• Support the Datacenter administrator and carry our regular backup as assigned
• Generate data for team report using the service

Requirements

• Bachelor’s degree in Information Technology, Computer Science or related fields
• Experience working in the oil and gas services industry will be an added advantage
• Minimum 6-8 years’ experience in core ICT and digitalization implementation and usage
• Relevant IT certifications
• Proficient in the operations and use of office 365/office 365 Administration.
• Strong user agreement and communication skills
• Ability to work with people at all levels in an organization.
• Ability to deal with 3rd parties and IT vendors effectively and efficiently
• Strong System designs & integration skills
• Strong Hardware configuration skills
• Strong knowledge of cybersecurity infrastructure
• Strong Network and database administration skills