Technical Services Engineer

Department: Product

Location: Philippines

Description

Discover OneOcean:
OneOcean is a unified brand born from the integration of OneOcean and Ocean Technologies Group.
Owned by Lloyd’s Register, an organisation with more than 260 years of trust, integrity and leadership at sea, OneOcean combines the agility and ambition of a fast-moving innovator with the strength and stability of one of the world’s most trusted maritime institutions.
At the heart of OneOcean is a portfolio unlike any other in maritime. A comprehensive, integrated portfolio built on years of expertise, trusted by thousands of maritime professionals around the world.
Our Mission: Our mission is clear. In the race to zero emissions, our research, advisory and technical expertise and industry-firsts are supporting a safe, sustainable maritime energy transition. Today we are a leading provider of classification and compliance services to the marine and offshore industries, helping our clients design, construct and operate their assets to accepted levels of safety and environmental compliance.

Why Join OneOcean Crew?
Legacy & Innovation: We were created more than 260 years ago as the world’s first marine classification society to improve and set standards for the safety of ships.
Global Impact: Our digital solutions are relied upon by more than 30,000 vessels, following the acquisition of OneOcean in 2022 and Ocean Technologies Group in 2024.
Product Offering: Covering five proven product areas - learning, fleet operations, compliance, voyage planning and performance management - supporting its customers from ship to shore, from training and people operations, to voyage compliance and optimisation.

Navigating the position: Technical Services Engineer
The Technical Services Engineer is a hybrid role responsible for Software Deployments, AIS (Automatic Identification System) installations and configuration, Technical Support, and Service (Order Fulfilment) activities.

Acting as an extension of the Global Technical Support, Service (Order Fulfilment), and Deployments teams, the role provides world-class support and deployment services to customers globally within a 24x7 operational environment.

The primary responsibility of the role is to organize, coordinate, and execute OneOcean software deployments, upgrades, migrations, activations, AIS installations, post-installation validations, and related technical activities for both new and existing customers. This includes supporting customers throughout the deployment lifecycle, from initial planning and installation through configuration, testing, validation, troubleshooting, and service restoration.

For the Service (Order Fulfilment) aspect of the role, the Technical Services Engineer is responsible for ensuring customer orders, outfits, requests, and queries are completed accurately and within agreed service levels. The role supports a wide range of OneOcean products and services, including software installed onboard commercial marine vessels, web-based applications, AIS solutions, navigation products, and data management tools. A good understanding of software, technology, and customer service principles is essential to ensure successful fulfilment and customer satisfaction.

The Technical Services Engineer also provides technical support for OneOcean products, AIS solutions, and associated services through telephone, email, ticketing systems, and remote support sessions. The role requires strong troubleshooting capabilities, customer engagement skills, technical documentation, and effective collaboration with both internal and external stakeholders to ensure successful customer outcomes.

The successful candidate will be expected to manage multiple priorities, maintain accurate documentation, adhere to established processes and service levels, and contribute to continuous service improvement initiatives. The role requires a customer-focused mindset, strong communication skills, and the ability to perform effectively in a fast-paced global environment.

This role operates on a 24x7 basis and requires flexibility to support assigned APAC, EMEA, or Americas shifts based on business requirements. Successful candidates must be comfortable working in a shift-based environment, including weekends and public holidays, to ensure continuous service and customer support coverage.

**Please note this is a 36 month fixed term contract**


Key Responsibilities

Deployments

• Organize, coordinate, and execute software deployments, installations, activations, upgrades, migrations, and service restoration activities.
• Gather customer requirements and deployment prerequisites.
• Perform software configuration, installation, testing, and validation activities.
• Manage deployment cases and maintain accurate deployment records.
• Coordinate with Customer Success, Sales, Technical Support, Product, and other internal teams to ensure successful deployment outcomes.
• Conduct post-installation validation and customer acceptance activities.
• Troubleshoot and resolve deployment-related issues.
• Escalate complex deployment issues when required.
• Ensure deployments are completed in accordance with established procedures and service levels.

AIS Installations & Configuration

• Perform remote AIS software and hardware installation activities.
• Configure AIS solutions in accordance with product and customer requirements.
• Conduct pre-installation assessments and post-installation validations.
• Verify AIS connectivity, functionality, data transmission, and integration requirements.
• Troubleshoot AIS installation, configuration, and operational issues.
• Coordinate with vessel personnel, customers, and third-party stakeholders during implementation activities.
• Provide customer guidance and support throughout the AIS deployment lifecycle.
• Maintain accurate documentation of AIS installation and configuration activities

Technical Support

• Provide world-class technical support via telephone, email, ticketing systems, and remote support sessions.
• Diagnose, troubleshoot, and resolve software, hardware, networking, and system-related issues.
• Prioritize and manage incidents in accordance with service levels and business priorities.
• Communicate effectively with customers and internal stakeholders throughout the incident lifecycle.
• Document troubleshooting activities, findings, resolutions, and recommendations.
• Escalate unresolved issues through the appropriate channels when required.
• Contribute to customer satisfaction through timely and effective issue resolution.

Service (Order Fulfilment)

• Act as an extension of the Service team to ensure orders, outfits, requests, and customer queries are completed accurately and within agreed service levels.
• Process and fulfil service requests in accordance with established procedures.
• Coordinate with internal stakeholders to ensure timely completion of customer requirements.
• Maintain accurate records and documentation of fulfilment activities.
• Support continuous improvement of fulfilment processes and customer experience.

Problem Management

• Identify recurring issues and trends.
• Raise and support problem investigations where required.
• Assist with root cause analysis activities.
• Contribute to the implementation of corrective and preventative actions.

Knowledge Management

• Responsible to maintain, update or coordinate, and raising/reporting to the line manager and whereas required coordinate with the proper team(s) to ensure all knowledge articles or playbooks are valuable and of use to Technical Support and Deployments .
• Share knowledge and best practices across the team.

Technical Knowledge & Continuous Learning

• Maintain knowledge of OneOcean products, AIS solutions, maritime technologies, and associated services.
• Participate in training, certification, and cross-skilling activities.
• Stay informed of product updates, process changes, and industry developments.
  
  

Skills, Knowledge and Expertise

• 2–5 years of experience working as a Vessel IT Engineer, Technical Support Engineer, Service Desk Analyst, IT Helpdesk Analyst, Desktop Support Engineer, or similar role providing technical product support, preferably within the maritime industry.
• Experience supporting software applications, end users, and customer environments through telephone, email, ticketing systems, and remote support tools.
• Strong experience providing remote customer support using remote connection software such as TeamViewer, AnyDesk, or similar technologies.
• Knowledge and experience in managing, configuring, installing, or supporting AIS (Automatic Identification System) solutions onboard vessels is highly advantageous.
• Excellent troubleshooting and problem-solving skills with the ability to break down complex issues, incidents, and technical problems for effective triage, diagnosis, and resolution.
• Ability to troubleshoot and identify technical problems, diagnose error messages, determine root causes, and either provide resolution or escalate appropriately to the relevant support teams.
• Customer-focused mindset with a strong sense of ownership, ensuring issues are actively managed through to resolution while keeping customers informed of progress.
• Ability to respond to escalation requests and engage management or appropriate stakeholders when required.
• Willingness to learn, adapt to change, and continuously develop technical and product knowledge.
• Flexibility to work assigned shifts within a 24x7 operational environment, including weekends and public holidays when required.
• Good understanding of IT infrastructure, networking concepts, and system administration principles.
• Knowledge of ITIL and IT Service Management principles and practices.
• ITIL Foundation Certification is advantageous.
• Excellent verbal and written English communication skills with the ability to communicate effectively at all levels within the organization.
• Strong organizational skills with the ability to manage competing priorities while maintaining a high level of accuracy and attention to detail.
• Ability to provide proactive guidance, user assistance, training, and troubleshooting support to enhance customer adoption and satisfaction.
• Hands-on networking experience is highly desirable.
• Strong knowledge and experience working with Microsoft Windows Operating Systems.
• Excellent customer-facing skills and the ability to handle challenging situations professionally while maintaining a positive customer experience.
• High attention to detail.