Summary:

This position is responsible for managing support requests and resolving technical issues for end users, utilizing expert knowledge of IT systems while providing excellent customer service. This position reports to the IT Service Desk Supervisor. This position will be based at one of our facilities in the City of Calgary.

Job Duties/Responsibilities

• Act as the first point of contact for all end user support requests.
• Log incidents and service requests and maintain relevant records in the IT ticketing system
• Identify, diagnose and resolve technical issues in a timely manner.
• Escalate complex or unresolved problems to higher-level IT support.
• Follow-up and update end users on status and relevant information of support requests.
• Manage and support installation of all software and software integrations.
• Interact within various levels of the client organization to resolve issues.
• Maintain expertise on our specific products through research/testing.
• Test and implement new software after being deployed to Forum's end users.
• Participate in projects as needed with direction from IT Service Desk Supervisor.
• Install, modify and repair computer hardware and peripherals.
• Maintain and update hardware inventory in the asset tracking system.
• Image and build-out of desktop and laptop standards via SCCM.
• Ensure that actions taken are in accordance with IT policies and procedures.
• Provide exceptional customer service across all companies.
• Work with other IT support groups and vendors to resolve issues and requests.
• Domestic travel to remote sites (up to 25%) for on-site support.
• Other duties as assigned by the IT Service Desk Supervisor.

Job Requirements.

• Strong MS Office Suite and Windows 10 and 11 based operating systems.
• Knowledge of installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals.
• Good understanding of SCCM.
• Basic Active Directory administration for users, computers and security groups.
• Excellent customer service/phone skills
• Excellent written and oral communication skills and be proficient in English.
• Excellent organizational skills and ability to manage multiple projects

Education

• Bachelor's degree preferred or equivalent of 3-5 years of experience.

About FET

FET (Forum Energy Technologies, Inc.) is a global company, serving the crude oil, natural gas, and renewable energy industries. FET is headquartered in Houston, TX with quality manufacturing, efficient distribution, and service facilities conveniently located to support the major energy-producing regions of the world. Forum's products and services range from the underwater reservoir to the refinery, from the sea floor to the above ground transportation line. We pride ourselves on giving you a comprehensive offering of solutions to maximize your operations and improve your bottom line. Our customers are our partners and we work with them to solve their ever-changing challenges.

FET is an Equal Opportunity Employer. FET does not discriminate on the basis of race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected under federal, state, or local law. All employment decisions and practices at FET are subject to the foregoing non-discrimination provisions and are based solely on merit, competence, performance, and business needs at the time.