IT Collaboration Lead amp Support Eng.

Profile

Texas, United States of America

Job Family Group:

Information Technology (IT)

Worker Type:

Regular

Posting Start Date:

August 5, 2022

Business unit:

Projects and Technology

Experience Level:

Early Careers

Job Description:

Where you Fit In:

Our Projects and Technology (P&T) business exist to make the delivery of Shell’s strategy and the growth of our company possible. P&T works collaboratively and in an integrated way with its business partners, to deliver value for our customers, and for Shell.

What’s the role?

The IT Collaboration Lead & Support Engineer is an exciting opportunity for you to demonstrate and refine your wide array of both technical and soft skills.

As an IT Collaboration lead, you will be end-to-end responsible for all scheduled meetings/events in your region. This could range from 1-to-1 videoconference calls to very large townhalls requiring multiple locations and thousands of attendees. You will coordinate, schedule, and book all required technologies, tools, and support teams required for success. You will support and act as the primary focal point during the event and will handle any technical problem with speed to minimize impact. As the primary focal point, it will be important for you to coordinate, lead, and delegate effectively. You will be working with executive and critical end users and must be able to communicate at all levels of the organization in a professional manner. You will translate technical issues into laymen terms for all stakeholders to understand. You will seek to understand requirements and propose the best available technologies or solutions to customers by highlighting pros and cons. You will also perform a risk and cost analysis taking into costs, availably, technology requirements, and business knowledge. You will make use of available templates and process documentation as both documenting and structuring are important aspects of the job.

As an IT Support Engineer, you will be working alongside other IT Support Engineers as the point of contact for all consumer IT support needs for executives and support staff.You will be performing a range of everyday support tasks including password resets and software installations, to providing advanced support of the latest models of personal mobile devices, to troubleshooting issues, to supporting meetings.You will efficiently address the consumer requests whilst minimizing IT risk, keeping the users’ down time at a minimum by providing an enhanced and personalized IT support service for executives and support staff.

PRINCIPAL ACCOUNTABILITES


To be continuously aware of the safety and security considerations required on site and to ensure that all work practices and procedures will be safe to her/him and others.
Maintains effective and professional customer relations at all times.
Understands the general sensitivity, priority and urgency around our most senior leaders.
Prevents, troubleshoots and solves technical issues reported by end-users within the End User Computing infrastructure.
Performs planned and unplanned activities including but not limited to IT PC health checks, pre-travel IT checks, Operating System installations, and maintenance of a variety of personal devices including smartphones, tablets and laptops.
Involved in the coordination of individual IT escalations.
Provides sound advice and support to VIP consumers on IT related requests or queries within the set boundaries of Information Risk Management, company Demand Policies and other available guidelines.
Accurately documents the facts related to the incident or query, the troubleshooting steps taken and its resolution in the relevant ticketing database, as well as the associated time writing activities.
Provides end-to-end planning and support for the IT requirements of the (virtual) meetings/events, including meeting room setup and event preparation, ensuring a smooth running of the event. Coordinates the follow up of any issues that may arise during the event.
Shares and documents knowledge, thus working in a professional manner and fostering team spirit.
Adheres to a business dress code and professional conduct at all times.
Occasionally travels to support business needs when required, mainly in country.


What we need from you?


Must have legal authorization to work in the US on a full-time basis for anyone other than current employer.
At least 5 years of working experience in related field(s).
At least 5 years of experience coordinating events.
Preferred Vocational/Diploma/Associate Degree (technical field) equivalent
Experienced with organising and coordinating large (virtual) events end to end. Must have the ability to manage, steer and control multiple aspects of the event such as technology, participants, multiple stakeholders and requirements.
Capable of taking ownership while maintaining a pro-active approach in organizing and coordinating these events whilst working under high pressure.
Experienced in using and supporting collaboration tools such as ZOOM, Teams, Skype, Webex, Logitech, CISCO/Polycom Videoconferencing equipment, CISCO Telepresence.
Must have excellent language skills, both written and verbal (face to face and over the phone) in English. Is able to communicate at all organizational levels. To be sensitive to non-verbal communication and able to adequately respond.
Managing expectations and effective communications with the most senior stakeholders in the company.
Executive presence and professionalism.
Experience with Microsoft Teams, Office 365, Sharepoint.
First and/or second line support IT Service Desk experience is preferred.
Working experience using ITIL processes (ITIL Foundation Certification preferred).
Proven team player and contributor to teamwork.
Experience delivering excellent customer service.
Ability to work in an Agile environment and contribute knowledge to the team.
To be able of work independently, taking ownership in situations where direct action is required and solutions are not obvious, which demands persistency and creativity.
To adhere to the relevant standards and work in a structured way, enabling cross-boundary teamwork.


COMPANY DESCRIPTION

Shell is a global group of energy and petrochemicals companies with over 90,000 employees in more than 70 countries and territories. In the US, we have operated for over a century and are a major oil and gas producer onshore and in the Gulf of Mexico, a recognized innovator in exploration and production technology, and a leading manufacturer and marketer of fuels, natural gas and petrochemicals. We deliver energy responsibly; operate safely with respect to our neighbours and work to minimize our environmental impact. We are in search of remarkable people who will thrive in a diverse and inclusive work environment to deliver exciting projects locally and globally. People who are passionate about exploring new frontiers. Innovators and pioneers. People with the drive to help shape our future. Because remarkable people achieve remarkable things.

An innovative place to work

There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently.

An inclusive place to work

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment – one where you can express your ideas, extend your skills and reach your potential…


We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply and we’ll take it from there.
We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.


A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.

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DISCLAIMER:

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws. Shell is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability. As a US Federal Contractor, hiring selections are subject to periodic audit review and documentation of your selections should be maintained for a period of three calendar years. It is the policy of Shell in the U.S. (“Shell”) to provide equal opportunity to all individuals, employees and all qualified applicants for employment consistent with employment requirements and qualifications. Shell prohibits discrimination based on race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, citizenship, genetic information, or other protected status under federal, state or local laws. All employees are expected to support this policy and contribute to an environment of equal opportunity. If you need an accommodation for a disability during the resourcing process, please speak with an HR representative.

Company info

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