Job Title: RigCLOUD Support Technician
Company Overview:
Pulivarthi Group is a premier global provider of staffing and IT technology solutions, delivering exceptional services tailored to each client's unique needs. We merge expertise with innovation to provide cost-effective, high-quality solutions. Our diverse client base spans healthcare, finance, government, and other industries, reflecting our adaptability and proficiency. Operating in the United States, Canada, and Mexico, we align with clients' cultures, deploy top-tier talent, and utilize cutting-edge technologies.
Job Overview/Summary:
We are seeking a Support Technician to serve as the front-line technical support for internal and external customers. The role requires diagnosing and troubleshooting software, application, network, and server-related issues. The ideal candidate will actively coordinate major events, escalate operational-critical issues, and work closely with various function groups, including Operations, Field Service, IT, and Engineering.
Key Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance via phone or email.
- Perform remote troubleshooting and resolve software, application, network, and server-related issues.
- Gather case details and escalate issues to the next level of support when necessary.
- Ensure prompt response and effective communication with operations and leadership teams.
- Actively coordinate major events and ongoing downtime issues, ensuring accurate and timely resolution.
- Escalate and manage operational-critical issues while collaborating with multiple departments, including Operations, IT, and Engineering.
- Assist with data acquisition from various systems for internal and external customers.
- Document and update processes, definitions, and support initiatives using tools such as Visio, Word, Excel, and PowerPoint.
- Monitor support emails and respond in a timely and effective manner.
- Ensure KPIs and performance targets for RIGLINE are monitored and achieved.
- Collaborate closely with Engineering, developers, and functional team members.
- Monitor failures for continuous improvement and provide feedback/suggestions to internal teams.
Primary Skills:
- Strong computer and networking knowledge/experience.
- Familiarity with the Oil & Gas industry.
- Advanced troubleshooting skills with the ability to diagnose root causes, document findings, and propose solutions.
- Excellent customer service skills with strong written and verbal communication.
- Ability to quickly learn proprietary software and follow complex technical documentation.
- Ability to read and follow network layouts, manuals, and troubleshooting guides.
- Adaptability to evolving software, hardware, and network environments.
Secondary Skills (Good to Have):
- 2-3 years of experience as a Customer Service Representative.
- 2-3 years of instrumentation experience as a Field Service Technician.
- 2-3 years of experience in the Oil and Gas industry.
Qualifications:
- Associate’s or Bachelor’s degree in Computer Science, Engineering, IT, or a related field preferred.
- Relevant technical certifications (Networking, IT Support, Oil & Gas Technology) are a plus.
Benefits/Perks:
- Competitive salary and benefits package.
- Remote flexibility with a collaborative and dynamic work environment.
- Opportunities for career growth and professional development.
- Hands-on experience with cutting-edge Oil & Gas technology.
