IT Customer Service Representative - Onsite

Title: IT Customer Service Representative - Onsite

Mandatory skills:

Customer Technical Support,
Service Enablement, Service Operations,
IT field services, oil, gas, Field Support,
Networking, LAN, WAN, Cisco, Fortinet,
Windows Server, satellite comms, Inmarsat, VSAT, LAN equipment,
maritime environments, industrial control systems, communication protocols,
ITIL, NIST, ISO, IEC cybersecurity framework, Desktop services,
IT infrastructure, IT equipment, IT documentation, IT tools, IT incident response,
satellite communications, rig wireless networks, IT systems, OT convergence systems,
drilling, drilling software, drilling operations, HSE, WellView, RigSense, Pason, Landmark,
operational safety, network diagrams, inventory, incident logs, disaster recovery, mobilizations, demobilizations,
infrastructure device, mobile devices, printers, hardware maintenance, software support, software maintenance,
end user computing environment, device optimization, desktop software, AV hardware, AV equipment, AV technology,
Installs, Moves, Adds, Changes, IMAC, Incidents, Service Requests, LogMeIn, Mac OS, iOS, Android devices, Mobile Device Management,
Deploy, configure, troubleshoot, issue resolution, install, printers, drive mappings, permissions, equipment repair,
CompTIA Network+, Security+, Cisco CCNA, Microsoft certifications

Description:

Job Requirements / Key Responsibilities:
Rotational assignment including offshore platforms, onshore drilling sites, and corporate offices)
Deploy, configure, and maintain IT infrastructure at offshore platforms and onshore drilling locations.
Troubleshoot and support satellite communications (VSAT), rig-based wireless networks, and IT/OT convergence systems.
Perform rig-up and rig-down of IT equipment during mobilizations and demobilizations.
Support drilling software (e.g., WellView, RigSense, Pason, Landmark) and coordinate with vendors for issue resolution.
Interface with drilling, HSE, and rig personnel to ensure technology uptime and alignment with operational safety.
Create and maintain rig IT documentation, including network diagrams, inventory, and incident logs.
Participate in IT incident response and disaster recovery plans specific to drilling operations.
Train rig crews and superintendents on IT tools, communication protocols, and remote support processes.

Qualifications:
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
Minimum 5 years of experience in IT field services, preferably in oil & gas or maritime environments.
Advanced knowledge in networking (LAN/WAN, Cisco, Fortinet), Windows Server/Client, satellite comms (Inmarsat, VSAT), and industrial control systems.
Familiarity with ITIL, NIST, or ISO/IEC cybersecurity frameworks in industrial environments.

Certifications Required:
Valid HUET / BOSIET (Basic Offshore Safety Induction and Emergency Training) with Helicopter Underwater Escape Training.
CompTIA Network+ / Security+, Cisco CCNA, or Microsoft certifications (preferred).
Contractor's Field Support services provide hands-on support for infrastructure devices in the Workplace & field. Devices supported include PCs, mobile devices, printers, LAN equipment Activities include hardware maintenance, software support and Installs, Moves, Adds & Changes (""IMACs"") Troubleshoot, install, printers, drive mappings, permissions, and other end-user computing environment related items. Company Hardware and software maintenance and support Workplace (Laptops, Desktops, and iOS) device optimization and configuration Contractor shall provide onsite desktop services for supported desktop, supported desktop software, and supported devices at Company-designated locations.
Contractor shall provide onsite Desktop services in English for supported desktop, supported desktop software, and supported devices. Contractor shall perform the desktop services in a manner that minimizes interruptions to Company's daily operations. Contractor shall perform proactive maintenance of the supported desktop, supported desktop Software, and Supported Devices to minimize downtime. LogMeIn as the primary remote-control tool; Company remote control software used as a backup method only. Field Services Support shall not manage P1 tickets.
Field Services support shall manage single user Incidents and VIP tickets, P2, P3, P4, along with Service Requests only.

The supported devices are listed below:
Desktops & laptops
Apple Mac OS for remote connectivity (e.g., Citrix), where applicable
Printer queue and break/fix coordination
iOS devices
Android devices, where applicable for Mobile Device Management

The supported software is listed below:
Enterprise software part of Company's standard workplace image (desktop and laptop)
Provides meeting support and assistance with the use of AV hardware.
Set up and install A/V equipment such as projectors, TV's, speakers, microphones, and cameras.
Maintains functionality of A/V technology and replaces non-working, damaged or obsolete equipment; performs minor equipment repairs or replaces
user-serviceable parts on A/V equipment

Valid Driving License needed

Relevant Experience - 5+ Years

Customer Technical Support (P4 - Expert)

Skills:
Service Enablement & Operations Customer Technical Support No 1

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008