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Oil and Gas

Field Engineer

location Saudi Arabia
location Aug 23, 2021

contract Contract

time Full time

Our client is a Oil and Gas company. They are now looking for an

 Field Engineer  

to join them.

Roles & Responsibilities 

Supporting the current and upcoming Automation projects in the region and achieve SLA targets.

  • Responsible for the field installation and first level support of customers and distributors in KSA by responding to their requests and resolving their issues in a timely manner.
  • Respond to requests for technical assistance via logged tickets, emails, or phone.
  • Research customers inquiries and questions using available information resources and advise customers on best practice and actions.
  • Follow standard help desk process and procedures.
  • Log all help desk calls in the helpdesk tool, properly classify them and keep them updated at all times.
  • Diagnose remotely and provide basic troubleshooting of the issue reported.
  • Collect the needed data from the customer to troubleshoot the issue.
  • Properly escalate on time unresolved queries to the next level of support.
  • Track, route and redirect problems to correct teams and resources.
  • Manage support through 3rd parties.
  • Provide updates to the customers on the progress and results of the troubleshooting.
  • Follow up with internal stakeholders and customers, provide feedback and see problems through to resolution.
  • Participate in Problem Management to help detecting recurrent and major incidents, contribute to the problem analysis and resolution and documentation.
  • Utilize excellent customer service skills and exceed customers’ expectations.
  • Ensure proper recording, documentation, resolution and closure of all issues.
  • Develop and grow knowledge of help desk procedures, products and services.
  • Monitor and report on all related help desk KPI’s to meet and exceed the target from initial response, remote fix rate, first time fix, resolution time and SLA targets.
  • Responsible for software updates and patch deployment for target customers.
  • Follow and maintain the warranty process for hardware replacement.
  • Maintain spares stock and follow the right replenishment process to ensure parts available in stock and avoid impact on SLA.

 

 Preference

  • 3+ years of experience in Software / Hardware field support environments
  • Follow support process in multiple production environments and architecture platforms
  • Demonstrated ability to manage customers and deliver services to the SLAs
  • Demonstrated ability to engage and drive 3rd parties
  • Excellent written and verbal Software and Hardware knowledge.
  • communication in Arabic and English.

 

Qualifications: (Top 3 Points)

Bachelor degree in Computer Science or IT or Equivalent

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