Onsite IT Support Engineer

Your tasks

• Install, configure, upgrade, support, and troubleshoot Windows, Mac, and any other authorized desktop operating systems and applications.
• Provide expert support for end-user workspace hardware, including desktops, laptops, printers, mobile devices, video conferencing equipment, and other peripherals.
• Diagnose and resolve complex issues related to PC hardware, network connectivity, Active Directory, security, and user applications, documenting steps and escalating to specialized teams when necessary.
• Serve as the primary point of contact for IT incidents, taking ownership of issues from problem analysis to resolution or escalation.
  Provide effective "hands and eyes" support to Subject Matter Experts (SMEs) and customer teams for network and compute environment devices.
• Perform general preventative maintenance tasks on devices and software.
  Maintain accurate hardware inventories within the ServiceNow database.
• Manage Change Requests, including pricing for additional services in existing projects. 
• Accurately record, update, and document requests and resolutions using the IT service desk system.
• Create, maintain, and publish relevant support documentation to assist end-users and promote self-sufficiency.
• Follow and execute instructions provided by Subject Matter Experts and adhere to appropriate service concepts.
• Maintain a consistently high level of customer service, ensuring all customers are treated efficiently and appropriately.
• Exhibit excellent verbal and written communication skills, effectively communicating with technical and non-technical colleagues at all organizational levels.
• Function as a highly motivated team player with the ability to manage changing priorities and work with limited supervision.
• Actively contribute to reporting as per internal or customer requirements.
• Commit to continuous learning, attending training courses as needed to stay current with the latest technology and internal system processes.
• Maintain a clean and safe work environment, adhering to all Refinery safety protocols and completing required safety training.
• Ability to lift up to 50 lbs and work in a refinery environment. Working at heights, on ladders, or in adverse weather conditions may be required.