IT Support Specialist

6 days ago


New York, New York, United States Holland America Group Full time
Job Summary

We are seeking a skilled IT Support Specialist to join our team at Holland America Group. As an IT Support Specialist, you will be responsible for ensuring the efficient operation of guest-facing technology systems on board our vessels.

The ideal candidate will have experience in hardware and software customer support, with a focus on end-user compute including smartphones. You will also possess excellent written, oral communication, and presentational skills in English, as well as good organization, time management, and prioritization skills.

The salary for this role is estimated to be around $60,000 - $80,000 per year, depending on experience.

About the Role:

  • Maintain stateroom IPTV and WiFi system and its infrastructure, provide day-to-day operational support for stateroom TVs, stateroom network switches and access points, digital signage, the Broadcast Center and the satellite TV System including antennas and receivers.
  • Assist with maintenance of the onboard satellite internet system and its infrastructure including antennas and modems, provide day-to-day operational support for guest/crew and admin connectivity, record and troubleshoot issues, liaise with the satellite vendor.
  • Be the escalation point for front-line staff for guest and crew with the use of satellite internet, mobile app and IPTV.
  • Train front-line staff on first-line support of satellite internet, mobile app and IPTV, maintain documentation.
  • Provide operational support for desktops, laptops, peripherals, mobile devices as well as user support.
  • Manage onboard IT inventory as directed by the IT Officer.
  • Assist with receiving, tracking and off-loading all IT-related equipment on and off the vessel.
  • Assist with daily, weekly, monthly checklist tasks as instructed by the IT Officer.
  • Submit a weekly status report to the IT Officer in charge.
  • Create a hand-over report for the incoming IT Support Specialist.

Scope of Supported Systems:

  • Monitor, administrate through GUI where applicable, troubleshoot, replace hardware, document:
    - Guest and crew digital technology systems including IPTV, TVRO and mobile app
    - Stateroom guest and crew technology including TV
    - Digital signage
    - Satellite internet systems including infrastructure (VSAT)
  • Assist with installing, imaging, setting up, repairing and replacing shipboard PCs, laptop, tablets, phones, printers, scanners and network equipment such as switches, WiFi access points
  • Create and manage incident tickets.
  • Train end-users on guest technology systems.

Leadership:

  • Lead by example in matters of professionalism, ethics, responsibility, integrity, ownership, engagement, and personal presentation.
  • Adapt to a 24/7 environment for up to 6 months at a time and participate in an on-call rotation for assigned systems.
  • Represent the IT department and the brand in a positive and professional manner.
  • Ability to interface with all levels within the organization.

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