Technical Support Analyst - Completions

Intelligent Wellhead Systems (IWS), a Pason company, is the leading supplier of digital control technologies that improve oil and gas well installation and operations. The company’s inVision™ Technology Platform helps oil and gas and oilfield service companies reduce operating risk, lower the total cost of operations, and improve uptime.

At IWS, our energized and focused work environment empowers each team member to push the envelope of traditional thinking to create new solutions to old problems. We place considerable focus on a culture that nurtures imagination in an atmosphere where people are free to perform to their fullest potential in an open and friendly environment.

The Role

With our decades of industry leading technologies in the Oil and Gas drilling space, we are looking to leverage that knowledge and experience to grow our Pason Completions team to support our expanding product lines and industry presence.

We are looking for a Technical Support Analyst to provide technical software and hardware support in a 24/7 service desk environment. The successful candidate will utilize their strong communication, analytical and critical thinking skills to assist our clients in troubleshooting and resolving issues during deployment and ongoing use of Pason’s products & services. The role requires an individual who is committed to working through complex problems with high-level accuracy and with a focus on providing exceptional customer service. This position will support both remote and office-based customers as well as our growing team of field technicians.

Responsibilities

• Respond to customer inquiries via telephone or email to provide problem resolutions in accordance with our service standards
• Assist in the administration of Office and Field level users of our cloud based and on-site services
• Log all issue-based interactions with clients and field technicians
• Identify and escalate situations to the appropriate teams when necessary
• Troubleshoot and resolve complex software, hardware and technical issues for clients
• Collaborate with development staff to recreate problems in a test environment
• Work through issues proactively with the goal of minimizing downtime and delivering high quality data.
• Remote troubleshooting using a variety of different software tools
• Track issues to resolution and update Pason’s Knowledge Base
• Stay current with Pason’s products and software changes and updates
• Set proper priority for issues to ensure timely resolution
• Actively contribute to on-going process improvements
• Participate in on going technical training as needed
• Available for 4 days on and 4 days off schedule with 11-hour shifts rotating through the day, evening, night and stat holiday shifts
• Individual transportation is required

Qualifications

• Experience providing technical support to remote clients
• Excellent verbal and written communications skills
• Ability to manage multiple concurrent projects/tasks
• Ability to identify, isolate and communicate problems from and to all levels of users
• Dedicated commitment to customer success
• Thrive under constantly changing conditions, offering new ideas and fresh approaches to problems
• Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
• Proactive learner who quickly absorbs new information and takes initiative to master tasks
• Willing to work in a 24 X 7 environment and rotate through day, evening, night and statutory holiday shifts.
• Fluent oral and written English communication skills
• Ability to travel out of the country as needed if visits to the field are required.

Experience

• Call Center experience is an asset
• 2 years or more of technical support experience with CentOS, Windows, and LAN/WAN troubleshooting would be an asset
• Experience with oilfield completions and terminology would be an asset
• 2 years or more of technical support experience OR
• A technical diploma in Information Technology/Instrumentation/Electrical OR
• Equivalent Field or Support experience in Completions/Instrumentation/PLC

Education

• A technical diploma in Information Technology/Instrumentation/Electrical
• Certificates related relevant to the position

Hybrid Work Environment

• This position will require 75% in office attendance with the option to work from home 1 day per scheduled work rotation on completion of training

Perks and Benefits

• Competitive compensation packages
• Extended health benefits
• Work life balance
• Health & wellness support
• Opportunities to give back
• Great vacation time
• Employee & family events

Any offer of employment is conditional on the completion of positive and satisfactory background checks, which may include, proof that you are legally entitled to work in Canada, verification of educational background, a drug and alcohol test (for safety sensitive positions) and criminal background checks.