Position Summary
The IT Technical Support position will perform a variety of duties related to providing IT support to our users, offices, and vessels. The role also provides a high level of IT technical support and assistance to other functions within the larger IT team. The role involves installation, configuration and maintenance of computer hardware, software, systems, networks, mobile devices, printers, scanners, troubleshooting and resolving computer hardware and software faults, managing inventory, creating user manuals, process documentation and administration / maintenance of the Active Directory and Office 365.
Major Responsibilities
· Monitors and responds to system, communications, and client problems via our Zendesk ticketing system.
· Provides maintenance and general day-to-day running of the helpdesk system – Zendesk.
· Takes ownership of multiple different IT tools/applications, providing full setup/configuration/support.
· Deals with walk-up requests and ticket/call escalations from third-party first line support.
· Inputs issues and resolutions of problems into Zendesk with adherence to best-of-class ticket fundamentals.
· Adheres to the employee onboarding/employee status changes/terminations (SAF) process and is responsible for the completion of all requirements for new hires, role changes and account terminations.
· Work with the Manager, Vessel IT Systems and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
· Maintains local office IT equipment setup, managing spares and pro-actively refreshing hardware as required.
· Installs, configures, modifies, and tests computer hardware such as workstations, printers, and other equipment such scanners, switches, network cards; installs and test software according to established procedures.
· Setup and installation of server operating systems and associated hardware related to both shore and vessel environments.
· Performs Active Directory functions such as user network access permission, AD account administration, workstation administration, and other AD administrative functions.
· Performs Office 365/Azure administrative functions, including Teams and SharePoint setup and configuration.
· Communicates with external vendors and partners regarding maintenance and incident support by performing duties such as problem escalation, remote support calls, and troubleshooting where applicable.
· Creates and maintains technical documentation (user guides, how-to documents, local configuration information etc.).
· Participates in the second level on-call rotation, providing evening and weekend support whether in the office or remotely when required.
· Provides support for conferences including audio and visual setups.
· Provides IT Orientations and delivers IT related training for users.
· Undertakes self-study to improve technical knowledge and keep current with new and upcoming technologies.
· Leads or assists on IT projects and other duties as assigned.
· Travels to other offices or vessels as required for operational support, upgrades, implementations, and projects.
Requirements (Knowledge, Skills & Abilities)
· Experience in a 2nd line support role supporting larger user bases (200+ users).
· Experience within 2nd line role related to support/networking/servers.
· Strong communication skills.
· Strong customer service approach and team player.
Preferred
· Relevant professional qualifications (Cisco/Microsoft).
· Experience with VSAT systems with respect to vessel comms equipment.
