Job Overview :
The Technology Specialist professional will leadIT technology needs and operations with a focus on Customer Support. Provide technicalexpertise and leadership to other members of the team.
The professional willcontribute to smooth IT operations of the office by ensuring that technicalissues ranging from user desktops to local infrastructure (network &storage) for the site are addressed in a timely and appropriate manner.
KeyResponsibilities / Accountabilities :
Business & FunctionalKnowledge : Applies broad knowledge of IT operations principles, businessdrivers, and related areas to impact results.
Build relationships with keyfunctional stakeholders in the business and communicates appropriately withthem. Broad knowledge of various technologies (Windows 10, Windows 7, MS O365,Active Directory, Cisco UCS, Mobile Device Management, Cyber Security, Networkingand Connectivity, Server Support, Infrastructure Projects).
Strong businessacumen and the ability to translate technology terms into business termsrequired.
Service Operations : Responsiblefor day-to-day service operations. This includes providing regularinfrastructure maintenance and support, with prompt resolution of issues, offhours support, and compliance with IT governance and processes.
Proactively useroot cause analysis to increase operational efficiency. Effectively managethird party service providers. Liaise with vendors and application teams todrive the root cause analysis and problem resolutions.
Provide daily, weeklyand monthly reports to the appropriate audience.
Team Leadership : Manage a team of IT support resources toprovide best in class IT service to all functional users.Manage performance of Level 2 & Level 3services and support to clients while ensuring service levels are achieved andcustomer expectations are met or exceeded.
Responsible for ensuring staff are meeting / exceeding expectations regardingto performance and defined SLA metrics / benchmarks.
Problem Solving : Abilityto solve highly complex, non-routine problems and coordinate troubleshootingefforts from various team into a cohesive solution.
Enhanced root-causeanalysis skills, with the ability to identify improvement opportunities in thetechnology stack, suggest improvements to current processes and demonstratedcross functional approach to problem resolution.
Interaction : Workswith senior leadership and management in the business units to communicateissues, resolutions and impact to business, as well as report on Metrics / KPIs.
Communications (written and verbal) and presentation delivery skillsrequired.Strong Power Point skills is amust.Ability to develop end user communicationsand ongoing technology training material is required.
Scope & Impact : Impactsthe quality of operations provided by internal and external operations teams.Directly affects customer satisfaction through engagement with customers and byproviding transparency into operational outcomes.
Sourcing and Supplier Management : Manageand engage with external vendors & internal stakeholders to negotiatecontracts and key deliverables of IT assets procurement and services.
Directand oversee vendor work.
Basic Qualifications :
Broad technicalknowledge of end-user technologies (Windows 10, Windows 7, MS O365, ActiveDirectory, Cisco UCS including WebEx and Jabber).
In depth knowledge ofIT infrastructure operations ( Networking and Connectivity, Server Support,Infrastructure Projects).
Experience managing ITAsset lifecycle from procurement to inventory management and secure disposal.
Provide support afternew systems are rolled out and train non-technical end users
Strong Customerservice skills
Good verbal andwritten communications skills
Knowledge of Microsoftoperating systems and Office suites
Fluent / Native in Portuguese; advancedknowledges in English.
Desired / Preferred Qualifications :
10+ years of hands onexperience in IT operations or IT Deskside Support team for a Fortune 500company
Experience withsatellite technology (VSAT) to attend vessels’ demands
Responsible forcritical work and complex projects performed within a broader technical andbusiness context
Ability to thinkcreatively and come up with solutions quickly in critical environments
Ability to workindependently as well as within a team environment
Desired excellentorganizational, project management, and communication skills.
Must be able tosuccessfully work on multiple projects simultaneously and work under tightdeadlines in a results oriented environment.
P&L experience aplus
Must beself-motivated, flexible and highly resourceful to reach acceptable solutionsat the Enterprise tier
Must possess strongverbal & written communication skills, with demonstrated experience aroundeffectively speaking to all levels of the organization
Must possess strongverbal & written communication skills
Able to travel ifrequired for meetings
Company Overview :
McDermott is a premier,fully-integrated provider of technology, engineering and construction solutionsto the energy industry.
For more than a century, customers have trustedMcDermott to design and build end-to-end infrastructure and technology solutions fromthe wellhead to the storage tank to transport and transform oil and gas intothe products the world needs today.