IT Technical Support

Position: IT Technical Support

Location: Manila

Department: Information Technology

Reports To: Manager, Technical Support

No. of positions: 2 vacant positions

Position Summary

The IT Technical Support position will perform a variety of duties related to supporting our users, offices, and vessels, providing a high level of 2nd and 3rd line IT technical support, and assisting with other functions of the wider IT team. Involves installation, configuration and maintenance of computer hardware, software, systems, networks, mobile devices, printers, and scanners. Troubleshooting and resolving computer hardware and software faults, managing inventory, creating user manuals, process documentation and administration / maintenance of the Active Directory, Entra ID and Microsoft 365.

Major Responsibilities

• 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 where you will provide full setup/config/support
• Answering IT helpdesk telephone in a timely manner, ensuring issues are logged in helpdesk system and resolving issues over the phone or escalating to appropriate party
• Deals with ‘walk-up’ requests when in office or virtually from Teams contact
• 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 termination
• Work with the Manager, IT Technical Support 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 Microsoft 365/Entra ID 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 IT on-call rotation and ability to provide evening and weekend support whether in the office or remotely when required
• 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 visit vessels as required for operational support, upgrades, implementations, and projects
  
  

Essential

Requirements (knowledge, skills, abilities)

• Substantial experience in a 2nd/3rd line support role supporting larger user bases (200+ users)
• Strong communication skills in English
• Strong customer service approach and team player
  
  

Preferred

• Professional qualifications (Cisco/Microsoft).
• Experience with supporting Vessels and VSAT systems with respect to vessel communications equipment
  
  

Candidate information – working hours

The position requires working to a shift pattern, alternating between:

• 00:00 – 09:00
• 08:00 – 17:00
  
  

The 00:00 – 09:00 will be worked remotely, while the 08:00 – 17:00 shift will require office attendance.

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