Technical Support Engineer
Isle of Man
Permanent
Our client seeks a Technical Support Engineer to join their team.
This is a varied, hands-on position combining remote technical support, proactive maintenance, complex troubleshooting, project work and international travel. You'll work directly with customers, colleagues and suppliers to solve problems, deliver installations and ensure critical onboard technology performs at its best.
If you're technically curious, customer-focused and enjoy solving problems - and you like the idea of seeing where your work can take you - this could be the role for you!
Key Responsibilities:
- Provide professional remote and onsite technical support by telephone, email and other approved communication channels.
- Diagnose and resolve technical incidents efficiently, escalating complex or unresolved matters to Senior Technical Support Engineers or the CTO when appropriate.
- Manage assigned support tickets in accordance with ticket-handling procedures.
- Complete scheduled monthly vessel-support and proactive-maintenance tasks.
- Configure, install, maintain and troubleshoot IT, networking, communications and satellite equipment, peripherals and software.
- Maintain clear and accurate technical documentation, infrastructure records and reports.
- Travel internationally to vessels to undertake installations, refits, new-build projects, routine maintenance and fault resolution.
- Take ownership of assigned projects, including planning, preparation, customer communication, implementation, documentation and completion.
- Ensure vessel work is completed safely, professionally and to the required technical standard.
- Provide clear progress updates to clients and management, promptly identifying risks, delays or matters requiring escalation.
- Support the installation, administration and maintenance of all on board satellite communication systems.
- Liaise with suppliers and the Accounts Department regarding satellite communication services and associated administration.
- Arrange the purchase of approved hardware, software and peripherals in liaison with the Sales and Accounts Departments.
- Provide technical advice to the Sales team to support quotations, proposals and customer solutions.
- Undertake any other reasonable duties consistent with the role.
Key Skills and Experience:
- Relevant technical qualification, professional certification or equivalent practical experience in IT and networking.
- Knowledge of Microsoft operating systems, networking, Wi-Fi and common business IT applications.
- Willingness to participate in the out-of-hours rota.
- Willingness and ability to travel internationally, sometimes at short notice.
- Experience of troubleshooting hardware, software and connectivity issues.
- Ability to document technical work clearly and accurately.
- Experience of satellite communications, maritime IT or vessel systems would be advantageous. However, training will be provided on all systems, services and products.
- Strong customer-service and communication skills.
- Organised approach with the ability to prioritise competing support requests.
- Ability to work independently and as part of a technical team.
- Full driving license.
Your specialist: Danielle Dennis
Quote job ref: 16786
Hi, I'm your specialist Danielle and I can't wait to hear from you about this job. You can simply submit your CV or call me on 678144 with any questions.
