The Role
With our decades of industry leading technologies in the Oil and Gas drilling space, we are looking to leverage that knowledge and experience to grow our Pason Completions team to support our expanding product lines and industry presence. We are looking for a Technical Support Analyst to provide technical software and hardware support in a 24/7 service desk environment. The successful candidate will utilize their strong communication, analytical, and critical thinking skills to assist our clients in troubleshooting and resolving issues during deployment and ongoing use of Pason’s products and services. The role requires an individual who is committed to working through complex problems with high-level accuracy and with a focus on providing exceptional customer service. This position will support both remote and office-based customers as well as our growing team of field technicians.

Responsibilities

Respond to customer inquiries via telephone or email to provide problem resolutions in accordance with our service standards

Assist in the administration of Office and Field level users of our cloud based and on-site services

Log all issue-based interactions with clients and field technicians

Identify and elevate situations to the appropriate teams when necessary

Troubleshoot and resolve complex software, hardware and technical issues for clients

Collaborate with development staff to recreate problems in a test environment

Work through issues proactively with the goal of minimizing downtime and delivering high-quality data





Remote troubleshooting using a variety of different software tools

Track issues to resolution and update Pason’s Knowledge Base

Stay current with Pason’s products and software changes and updates

Set proper priority for issues to ensure timely resolution

Actively contribute to ongoing process improvements

Participate in ongoing technical training as needed

Available for 4 days on and 4 days off schedule with 11-hour shifts rotating through the day, evening, night and statutory holiday shifts

Individual transportation is required

Qualifications

Experience providing technical support to remote clients

Excellent verbal and written communication skills

Ability to manage multiple concurrent projects/tasks

Ability to identify, isolate and communicate problems from and to all levels of users

Dedicated commitment to customer success

Thrive under constantly changing conditions, offering new ideas and fresh approaches to problems

Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success

Proactive learner who quickly absorbs new information and takes initiative to master tasks

Willing to work in a 24×7 setting and rotate through day, evening,



night and statutory holiday shifts

Fluent oral and written English communication skills

Ability to travel out of the country as needed if visits to the field are required

Located in Calgary, AB

Experience

Call Center experience is an asset

2 years or more of technical support experience with CentOS, Windows, and LAN/WAN troubleshooting would be an asset

Experience with oilfield completions and terminology would be an asset

2 years or more of technical support experience OR

A technical diploma in Information Technology/Instrumentation/Electrical OR

Equivalent Field or Support experience in Completions/Instrumentation/PLC

Education

A technical diploma in Information Technology/Instrumentation/Electrical

Certificates related relevant to the position

Hybrid Work Environment

This position will require 75% in office attendance with the option to work from home 1 day per scheduled work rotation on completion of training

Perks And Benefits

Competitive compensation packages

Extended health benefits

Work life balance

Health & wellness support

Opportunities to give back

Great vacation time

Employee & family events

Any offer of employment is conditional on the completion of positive and satisfactory background checks, which may include proof that you are legally entitled to work in Canada, verification of educational background, a drug and alcohol test (for safety sensitive positions) and criminal background checks.

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📌 Completions Tier 1 - Technical Support Analyst (Alberta)
🏢 Pason
📍 Alberta