Title:

IT Customer Support Technician

KBR is a global provider of differentiated, professional services and technologies delivered across a wide government, defense and industrial base. Drawing from its rich 100-year history and culture of innovation and mission focus, KBR creates sustainable value by combining engineering, technical and scientific expertise with its full life cycle capabilities to help our clients meet their most pressing challenges today and into the future.

KBR employs approximately 29,000 people worldwide (including our joint ventures), with customers in more than 80 countries, and operations in 40 countries, across two synergistic global businesses.

• Government Solutions, serving government customers globally, including capabilities that cover the full lifecycle of defence, space, aviation and other government programs and missions from research and development, through systems engineering, test and evaluation, program management, to operations, maintenance, and field logistics.

• Sustainable Technology Solutions (‘STS’), featuring proprietary technology, equipment, catalysts, digital solutions and related technical services for the monetization of hydrocarbons, including refining, petrochemicals, ammonia and specialty chemicals, as well as inorganics. It also incorporates the energy transition offerings including onshore and offshore oil and gas; LNG/GTL; oil refining; petrochemicals; chemicals; fertilizers; differentiated EPC; maintenance services; floating solutions; program management and consulting services.

  Core Role and Responsibilities:

Providing first line (1st Tier) technical support to end users, globally, of IT equipment computer customers regarding account administration, distribution of software and documentation, system/network status, and problem entry via problem tracking tool. Answering technical questions and performing minor troubleshooting regarding use and identification of personal computer hardware and software related to network communications. Collecting and documenting necessary information for issue escalation as necessary to appropriate support teams. Training and leading lower-level employees.

Job Functions:

• Performing the assignments in the form of objectives with goals and process to meet goals outline. Applying job skills and company policies to complete a wide range of tasks.

• Working on assignments that are complex in nature where judgment is resolving problems and making routine recommendations.

• Providing first call resolution technical support to computer customers with questions regarding account administration, distribution of software and documentation, system and network status, and problem entry via problem tracking tool.

• Answering and processing incoming escalated technical customer phone calls and incidents. Analysing problems with equipment or software applications to identify problem areas and recommend corrective action. Recommending solutions to customer application questions. Maintaining a log of problems so that recurring problems can be reported to product development.

• Interacting daily with supervisor, peer groups, and customers. Interaction normally involves exchange or presentation of factual information.

• Under general supervision, normally receives no instruction on routine work, with little instruction on new assignments.

• Adhere to strict schedules and effectively multi-task to maintain high availability times for high incoming ticket and call traffic.

• Answering complex technical questions and performs troubleshooting regarding the use and identification of personal computer hardware and software

• Working independently with users to provide customized solutions utilizing standard software products and processes.

• Evaluating and prioritising solutions with users and provides an estimation of work and time schedule.

• Use of personal mobile device for Multi-Factor Authentication and knowledge and support of BYOD environment. Also used for disaster recovery and out of band communication

  Qualifications :

  Education :

• AA/BS/BA desired but not required

  Experience :

• Relevant number of years related job experience

  Special Skills/Requirements :

• Working toward Help Desk Institute Customer Support certification

• Working toward MCSA (Current Windows Desktop Version) Certification desired

• ITIL 4 Foundation Certification within first 12 months of employment desired

• Following desktop support best practices to ensure accurate and timely problem resolutions

• Excellent verbal and written communication

• Master typing and multi-tasking abilities

Security requirement

The successful candidate must be able to achieve Baseline Personnel Security Standard (BPSS) and possible SC clearance through :

• valid photographic ID

• Proof of address

• Right to Remain in UK

• Lived and working in the UK for minimum of 5 years

  Work Conditions/Environment :

• This position has flexibility for both office and remote work.

• Standard work hours Monday – Friday, between the hours of 6am – 6pm.

• Support assigned tasks during non-core business hours and weekends, if necessary, as this is a 24x7x365 global Service Desk.

  Success Factors:

• Demonstrated ability to reliably provide first call resolution technical support to computer customers with questions regarding: account administration, system/network status, and problem entry via problem tracking tool.

• Contributes frequently, to assignment related activities, where decisions or failure to achieve results may cause delays in schedules.

• Can answer complex technical issues when dealing with customer issues and with the tools provided

• Contributes to the team discussion to expand the knowledge of the group

• In performance of work assignments is expected be able to do so with no instruction while following established guidelines, procedures, policies and industry best practices.

• Demonstrates the knowledge and experience to handle unusual and seldom occurring events.

• Demonstrates ability to both provide and receive constructive feedback

• Willingness to take on new assignments and learn new methods and processes

• Delivers creative ideas for continuous improvement

• Pays strict attention to detail; is reliable and dependable, good attendance, meets deadlines for deliverables

• Demonstrates the desire to learn and work toward continued self-improvement

  KBR COMPANY INFORMATION

When you become part of the KBR team, your opportunities are endless. Through collaboration with our customers, we’re defining tomorrow’s challenges, then providing the solutions and services to overcome those challenges, always maintaining our commitment to total safety and reliability.

At KBR, we partner with government and industry clients to provide purposeful and comprehensive solutions with an emphasis on efficiency and safety. With a full portfolio of services, proprietary technologies and expertise, our employees are ready to handle projects and missions throughout their entire lifecycle, from planning and design to sustainability and maintenance. Whether at the bottom of the ocean or in outer space, our clients trust us to deliver the impossible on a daily basis.

Working at KBR means being rewarded for your contributions. In addition to competitive benefits and professional development, our people are empowered to use all their potential, creating meaningful change for themselves and our clients. We attract the best minds in the world because our expertise thrives on creativity, resourcefulness and collaboration. That is how we supply our clients with cutting-edge solutions and services.

As the needs of the world change, we’re ready to respond and guide the way forward with strategic, sustainable, and technological advancements grounded in more than a century of practical application and execution.

KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

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