Project or Activity Description:

Job requirements:
Primary focus is enabling productivity & workflows of the Technical Professionals such as
geologists, geophysicists, reservoir engineers, seismic interpreters.
Role involves combination of hands-on deskside visits, remote support via phone, email,
Instant messaging & escalations to other teams.
Required to take ownership of Technical Computing issues on the customers behalf &
work/escalate them through to resolution.
Ensure requests for advice & assistance are handled promptly and effectively with E2E
ownership taken.
Proactively ensure customers make effective use of the facilities available to them, some
issues requiring internal resolution while others involve advising on the best use of available
IT solutions.
Diagnose underlying causes of difficulties and devise solutions to ensure that the effect on
customers is minimized.
Liaise with other Shell IT functions & external suppliers.
Regularly monitor the incident, status and speed of resolution of enquiries and problems, be
pro-active in devising improvements and recommending changes to systems, products or
services.
Proven knowledge/certification of Microsoft Windows (W7-64), Linux (RedHat), Storage
(EMC, Net-App, CIFS, DFS) HP RGS, Microsoft Desktop, Active Directory, LDAP products,
ITIL Proficient in Corporate, Industry and Professional Standards, Customer Service
Techniques, Proficient in Function or Department Operations. Familiar with Customer Value
Chain Concepts. Part of European team supporting +/- 1700 customers.
Misc. Terms/Conditions Highly customer focused & flexible attitude required. Must be able
to work independently & equally effectively as part of a global team. The candidate should
demonstrate commitment and ingenuity in expert application of available facilities to standard
& non-standard situations. Must be able to work independently & equally effectively as part
of a global team. Excellent written & spoken English essential.
Technical Skills and Experience:
Candidates should have (proven) knowledge/certification in Microsoft Windows (W7-64) and
Linux (LPIC, RedHat),
Should have knowledge in regards: Storage environments (EMC and/or NetApps), HP RGS,
Microsoft Desktop, Active Directory, LDAP products.
Soft Skills and Experience:
Should be proficient in Corporate, Industry and Professional Standards, Customer Service
Techniques, Proficient in Function or Department Operations. Familiar with Customer Value
Chain Concepts.