FIELD_SUPPORT.RIGCLOUD TECHNICIAN I

RigCLOUD System Installation & Readiness

Primary Skills: Equipment Installation • Data Acquisition • System Testing • Project Documentation

• Prepare, configure, connect, and verify RigCLOUD hardware, software, instrumentation, and communications components using approved procedures and technical documentation.
• Complete pre-installation rig surveys, confirm hardware and network requirements, and identify readiness gaps before deployment.
• Perform function tests and data-quality checks after installation or change activity, record results, and resolve or escalate exceptions.
• Maintain accurate configuration, installation, asset, and handover documentation for supported sites.

Tier 1 Technical Support & Incident Resolution

Primary Skills: Technical Support • Equipment Troubleshooting • Ticket Resolution • Incident Documentation

• Receive and triage support requests by telephone, email, or approved ticketing channels; clarify the issue, business impact, and current operating condition.
• Diagnose and resolve routine RigCLOUD software, hardware, sensor, connectivity, and user-access issues within trained scope and documented support procedures.
• Create complete incident records that capture symptoms, evidence, actions, test results, customer communications, and final resolution.
• Escalate unresolved, recurring, high-risk, or out-of-scope issues with the technical detail needed for efficient Tier 2 or engineering response.

Data Acquisition & Network Monitoring

Primary Skills: Data Acquisition • Network Protocols • Network Monitoring • Data Quality Assurance

• Monitor supported data-acquisition and network services for availability, communication loss, abnormal values, and data-quality concerns.
• Validate sensor and system data against expected operating conditions and investigate routine gaps, latency, or configuration errors.
• Apply foundational knowledge of network protocols, remote-access methods, and field communications to restore supported connections.
• Notify customers and internal support teams promptly when identified conditions may affect operational visibility or service continuity.

Customer Support & Operational Coordination

Primary Skills: Customer Support • Communication Skills • Cross-functional Teamwork • Task Prioritization

• Provide clear, professional updates to rig personnel, customers, supervisors, and technical partners throughout diagnosis and resolution.
• Coordinate issue ownership and handoffs across field service, operations, product support, information technology, and engineering teams.
• Balance concurrent requests according to safety, operational impact, service priority, and response expectations while maintaining status visibility.
• Support scheduled rotational coverage, including nights, weekends, holidays, or on-call periods, in accordance with assigned schedules and policies.

HSE, Equipment & Process Discipline

Primary Skills: Workplace Safety • Equipment Inspection • Inventory Management • Training Support

• Comply with Nabors and Canrig safety, quality, security, and operating requirements during office, shop, field, and remote-support activities.
• Inspect assigned tools, test equipment, field hardware, and inventory for readiness; report damaged, missing, or unserviceable items.
• Maintain required technical training and participate in competency-development activities for RigCLOUD products, instrumentation, networking, and support processes.
• Identify repeat incidents, documentation gaps, and service improvements, and communicate findings through the appropriate support channel.

• Support equipment staging, bench testing, inventory checks, field training, and product demonstrations as assigned.
• Assist with support documentation, knowledge articles, data cleanup, and lessons-learned activities.
• Participate in approved service-improvement, technology-deployment, and special-project work.

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Foundational

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Proficient

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• High school diploma or equivalent.
• At least 1 year of relevant drilling-industry, technical-support, field-service, instrumentation, networking, electronics, industrial-technology, or related experience.
• Foundational computer and networking knowledge with the ability to learn proprietary software, hardware, and support procedures.
• Ability to diagnose routine issues, document findings, apply approved solutions, and escalate outside assigned scope.
• Ability to read and follow complex technical, safety, configuration, and work instructions.
• Clear written and verbal communication skills and the ability to provide professional customer support in operational settings.
• Valid driver’s license and ability to maintain driving eligibility for the assigned location.
• Ability to work an assigned rotational or on-call schedule, including nights, weekends, or holidays when operationally required.

• Associate degree, technical diploma, apprenticeship, or advanced training in information technology, networking, electronics, instrumentation, automation, or a related field.
• CompTIA A+ or Network+ certification, or equivalent documented technical training.
• Experience supporting drilling-rig monitoring, data-acquisition, communications, remote-access, or industrial control environments.
• Experience with ticketing systems, incident documentation, equipment inventory, and Microsoft Office applications.
• Basic knowledge of oil and gas drilling operations and rig-site safety expectations.