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
