IT Support Technician

2 weeks ago

New York, New York, United States Holland America Group Full time
IT Support Technician

Department: Guest Services

Employment Type: Fixed Term Contract

Location: Global

Reporting To: (Sr) IT Officer

Role Overview

The IT Support Technician collaborates with a designated supervisor to ensure the seamless operation and maintenance of guest-facing technology systems aboard the vessel. This position is primarily dedicated to supporting and managing stateroom entertainment systems, digital displays, mobile applications, onboard connectivity, and various computing devices including PCs, laptops, tablets, smartphones, and printers, along with their supporting infrastructure.

This is an entry-level role with opportunities for advancement into IT system administration. Comprehensive training will be provided.

Key Responsibilities

Daily Operations:
  • Oversee the maintenance of stateroom IPTV and WiFi systems, ensuring efficient operation of stateroom TVs, network switches, access points, digital signage, and satellite TV systems.
  • Assist in the upkeep of the onboard satellite internet system, providing operational support for guest and crew connectivity, troubleshooting issues, and coordinating with satellite service providers.
  • Act as the primary contact for front-line staff regarding satellite internet, mobile applications, and IPTV usage.
  • Provide training to front-line staff on first-line support for satellite internet, mobile applications, and IPTV, while maintaining accurate documentation.
  • Deliver operational support for desktops, laptops, peripherals, and mobile devices, ensuring user satisfaction.
  • Manage onboard IT inventory as directed by the IT Officer.
  • Assist with the receipt, tracking, and transfer of all IT-related equipment on and off the vessel.
  • Support daily, weekly, and monthly checklist tasks as instructed by the IT Officer.
  • Prepare a weekly status report for the IT Officer in charge.
  • Create a handover report for the incoming IT Support Technician.
Supported Systems Scope:
  • Monitor and manage guest and crew digital technology systems, including IPTV, TVRO, and mobile applications.
  • Assist with the installation, configuration, and repair of shipboard PCs, laptops, tablets, smartphones, printers, and network equipment.
  • Generate and manage incident tickets.
  • Train end-users on guest technology systems.
Leadership Qualities:
  • Exemplify professionalism, ethics, responsibility, integrity, and engagement.
  • Adapt to a 24/7 operational environment and participate in an on-call rotation for assigned systems.
  • Represent the IT department and the brand positively and professionally.
  • Effectively communicate with all organizational levels.
Policies and Procedures:
  • Fulfill emergency duties as assigned and ensure timely attendance to relevant training.
  • Adhere to all fleet regulations concerning health and safety procedures.
  • Comply with HESS policies and procedures as provided by shore-side Fleet IT and management.
Additional Notes:
  • Other responsibilities may be assigned at management's discretion, including health, environmental, safety, and security tasks.
  • Must be capable of lifting up to 50 lbs, navigating stairs, and standing for extended periods.
Qualifications and Skills

Experience:
  • Familiarity with hardware and software customer support, particularly in end-user computing.
  • Experience in training non-technical end-users.
Technical Skills:
  • Proficient in troubleshooting hardware, software, smartphones, desktops, laptops, tablets, and printers.
  • Ability to replace hardware components.
  • Operational knowledge of Windows, iOS, and Android devices.
Soft Skills:
  • Strong written and verbal communication skills in English.
  • Excellent organizational, time management, and prioritization abilities.
  • Exceptional customer service and interpersonal skills.
Certifications:
  • CompTIA A+ or equivalent experience is required.

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