Connected Services Admin MAIN DUTIES AND RESPONSIBILITIES:
• Communication between field, sales, business development managers, clients, and or co-workers
Provide a complete daily turnover including active wells, pending tickets, resource outages, and outstanding issues
• Answers and directs phone calls to appropriate departments
• LiftWatcher LiftIQ Administrative tasks help desk monitoring
Well Management (Creation, deletion, modification, Admin Center)
User account management
Basic real time communication troubleshooting
Local
Check RTU Address
Check IP Address
Account verification
Well Verification
ALSC must provide full details of problem and steps they have taken
If the tech requires training email the above as well. Tell Tech to ask their representative or manager on steps.
Advanced real-time communication troubleshooting
Communication
Satellite & Telecommunication
Alarm Troubleshooting
Graphing not showing latest data
Remote into SCB
Anything past regular troubleshooting will be escalated
• Avalon help desk monitoring (Lowest Priority)
Phone Calls
Case Creation
Case Escalation
• Phone backup for LCS & MSM
• Phone calls (lowest Priority)
• Lead callers to use the Portal Website Documentation :
Records each incoming request in the CRM.
Ensures all tickets are always updated during the life of the case.
Resolves tickets according to SLA.
Track and escalate issues, including creation and sending notifications.
• LMS
Follows IT Security policies
Complies with mandatory QHSE training and fulfills QHSE objectives
Additional duties as requested. REQUIRED SOFT SKILLS:
Connected Services Admin and Connected Services Subject Matter Expert / Trainer
• Attention to detail
• Initiative
• Creativity
• Excellent written & verbal communication
• Problem solving skills
• Excellent customer service skills
• Good interpersonal and presentation skills
• Fluency in English (additional languages a plus)
• Willing to work flexible hours when appropriate.
• Ability to handle multiple projects and tasks simultaneously.
• Ability to work under pressure.
• Ability to communicate effectively with customers, peers, and management. EDUCATION:
Connected Services Admin and Connected Services Subject Matter Expert / Trainer and Connected Services Team Lead
• Associate or Bachelor's degree preferred SUPPORT EXPERIENCE REQUIRED:
Connected Services Admin
• Experience on an IT Service Desk a plus
• Knowledge and experience in the use of Ticketing systems preferred
• 1-2 years of prior support
• iLearn modules L0, L1 (Legacy System) Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
