RigCLOUD Support Technician II - Remote Troubleshooting

Nabors in; Houston (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Nabors is seeking a RigCLOUD Support Technician II (Finance) to join our front-line technical support team. The role focuses on gathering information, diagnosing problems, logging calls, and resolving issues end-to-end for NDS products, including RigCLOUD and Smart Products.

The position involves rotational 12-hour shifts in the support center, with a 7 days on/7 days off schedule, requiring occasional travel, on-call duties, and possible overnight/holiday work as needed.

Qualifications

• 3-5 years computer and networking knowledge/experience.
• Oil & Gas industry knowledge/experience.
• Must demonstrate advanced troubleshooting skills.
• Ability to diagnose root cause, document findings and provide potential solutions, both temporary and permanent.
• Superb customer service skills and excellent written and verbal communication skills.
• Capable of quickly learning proprietary software and procedures and able to follow complex technical documentation.
• Ability to read and follow network layout, manuals and troubleshooting guides
• Adaptability to ever changing product environments (software, hardware, network).

Responsibilities

• Serve as front line point of contact for customers seeking technical assistance related to RigCLOUD through phone or email.
• Perform remote troubleshooting, diagnose, and resolve software, application, network, and server related issues.
• Gather details and all relevant information for case and escape to next level of support as appropriate.
• Ensure prompt response to issues and communication to operations and leadership teams are well managed.
• Active coordination of major events and any ongoing downtime issues ensuring prompt response and accurate resolution.
• Ensure escalation and management of operational critical issues, working with various function groups to include, but not limited to Operations, Field Service, Drilling Solutions, IT, Maintenance, Engineering.
• Assist with data acquisition from various systems to be provided to internal and external customers.
• Document and update processes, definitions and support initiatives using Visio, Word, Excel and PowerPoint as applicable.
• Monitor support email and respond as appropriate in a timely, effective manner.
• Ensure KPIs are monitored and achieved for RIGLINE (Metrics, performance targets etc.).
• Work in close cooperation with Engineering, developers, and functional team members.
• Monitor failures for continuous improvement, provide feedback/suggestions by customers to appropriate internal team.

Skills

Networking

Troubleshooting

Customer service

Documentation

Remote support

Root cause analysis

Technical writing

Job description

Nabors is seeking a RigCLOUD Support Technician II (Finance) to join our front-line technical support team. The role focuses on gathering information, diagnosing problems, logging calls, and resolving issues end-to-end for NDS products, including RigCLOUD and Smart Products.

The position involves rotational 12-hour shifts in the support center, with a 7 days on/7 days off schedule, requiring occasional travel, on-call duties, and possible overnight/holiday work as needed.