1. JOB IDENTIFICATION Job Title: Technical Support Specialist Location: Aberdeen 2. JOB PURPOSE The IT Support Analyst plays a key role in assisting end-users with technical issues, maintaining system functionality, and ensuring the smooth operation of IT services within the organisation. This position is ideal for candidates with a passion for technology, excellent problem-solving abilities, and strong communication skills. 3. REPORTING RELATIONSHIPS Directly reports to: Senior Services & Access Manager 4. FINANCIAL RESPONSIBILITIES Individual project budgets to be managed in accordance with TAQA Well Completions procedures and appropriate approvals as per company’s Manual of Authority. 5. KEY ACTIVITIES - Respond to and resolve IT issues reported by end-users, ensuring adherence to TAQA-defined SLAs. - Manage incidents from initial logging to closure via the global ITSM/ticketing system, including international and offshore users. - Perform laptop imaging, formatting, and operating system deployment in line with approved standards and build images. - Troubleshoot and resolve hardware, software, and network issues across desktops, laptops, mobile devices, printers, and related infrastructure, including assets in remote offices. - Fulfil service requests such as account creation, access permissions, and system setup in line with corporate standards. - Maintain complete and accurate documentation of incidents, actions taken, and resolutions in the service desk system. - Provide operational support for virtualized environments (e.g., Microsoft Hyper-V). - Install and configure approved software and functions according to global specifications and security guidelines. - Perform remote checks on end-user hardware (e.g., HDD, mouse, keyboards) to ensure functionality and availability. - Maintain records and logs of repairs, fixes, and maintenance schedules for offshore and regional users. - Deliver user orientation and remote training on new software, systems, and IT tools. - Proactively monitor systems, identify potential issues, and recommend preventive or corrective actions. - Escalate unresolved incidents to Level 2/3 teams (Infrastructure, Application Support, Cybersecurity) in line with defined procedures. - Collaborate closely with TAQA Corporate IT teams to continually improve service quality and support processes. - Maintain an accurate and up-to-date inventory of IT assets -Work closely with internal stakeholders to support local requirements, including coordination with Cybersecurity and Global IT teams. 6. INDIVIDUAL QHSE RESPONSIBILITIES - To demonstrate commitment to the quality of service, including quality of records produced, aiming at meeting and exceeding customer expectations. - To demonstrate personal commitment to protection of Health, Safety and the Environment; - To follow company QHSE Policy, relevant operational procedures, HSE procedures and risk assessments. - To communicate and report on any perceived non-conformances or faults in the service provided or in the company’s Quality or HSE Management Systems. 7. QUALIFICATIONS - Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field. 8. EXPERIENCE / SKILLS / KNOWLEDGE - Strong experience with remote troubleshooting and support for Windows operating systems. - Proficiency with Microsoft 365, including Outlook, Teams, and SharePoint. - Experience with IT service management tools, preferably SolarWinds ITSM. - Exposure to Intune Endpoint Support, SharePoint administration. - Understanding of virtualized environments (Hyper-V) and standard corporate networking concepts. - ITIL v3 / v4 Foundation certification. - MCSE and/or Microsoft Azure certifications. 9. PERSONAL QUALITIES - Excellent written and verbal communication skills. - Strong analytical and problem-solving abilities. - Ability to work well in a team and independently. - Customer-focused attitude and willingness to learn.