Technical Support Specialist

Department: Product

Location: Philippines

Compensation: ₱400,000 - ₱420,000 / year

Description

Discover OTG :Ocean Technologies Group (OTG) is a leading provider of maritime software solutions. Our foundation is rooted in historic and iconic maritime brands with over 100 years of collective experience, including Seagull, Videotel, Marlins, MTS, Tero Marine, and COMPAS. These brands were founded on the principle of delivering advanced performance through superior technology. At OTG, we're more than a company; we're a collective of maritime enthusiasts, tech innovators, and visionaries. With a century-long legacy, we have been guiding the industry toward safety and operational excellence. From fleet management to unparalleled learning resources, OTG is shaping the future of maritime solutions and forming strategic alliances with global organizations.

Our Mission: Our mission is clear; to provide comprehensive software and training solutions to diverse organizations in the global maritime sector. Recognizing the maritime industry's global significance, our goal is to empower its professionals by equipping them with the skills and tools to maximize their potential, optimize ship performance, and ensure the safe and efficient operation of marine assets. To date, we have built a strong network, serving over 1,400 clients, reaching 20,000 vessels, and positively impacting the lives of more than 1,000,000 seafarers. Join us on our journey to make a significant difference in the maritime industry.

Our portfolio includes Learning & Assessment, Fleet Management, and Crew Management, uniting seven iconic maritime brands with over a century of collective experience.

Why Join OTG’s Crew?

• Legacy & Innovation: A century of maritime prowess meets cutting-edge solutions.
• Global Impact: Serving 1,400+ clients, 20,000 vessels, and over a million seafarers.
• Inclusive Culture: United by passion, Join an impact-driven crew and bask in our inclusive cultural tide.
• Backed & Bold: Powered by Private Equity, we're charting a thrilling course to reshape the industry.
• Growth Aboard: Sail into opportunities with our culture of continuous learning and internal progression.
• Tech meets Maritime: Dive into a vibrant atmosphere where passion for Maritime and technology merges seamlessly”

Navigating the position: Technical Support Specialist
The Technical Support Specialist adds value to our customers through solving technical issues and inquiries. The role will be responsible for the troubleshooting of our software application and services. These products range from software installed on-board commercial marine vessels, web-based applications, and data management tools. A good understanding of software and technology is essential.


Key Responsibilities

Technical Knowledge

• In-depth Knowledge of the OneOcean services and digital products
• Knowledgeable of COAST, Select, Squid, etc. of its use and value to Tech Support

Incident Management

• Perform Support Ticket analysis of assigned incident by identifying the service impacted and categorizing based on service and symptom.
• Assess impact, urgency and priority of Incident based on agreed priority matrix.
• To provide an initial assessment of all incidents. Make first attempt resolution and/or refer to next line support, based on agreed service levels.
• Monitor and escalate all Incidents according to service levels and/or operational levels.
• Keep customers informed on status and progress, where possible highlighting the impact from a user perspective.
• Document all steps undertaken, knowledge article used and all related information, logs, screenshots, etc. regardless of if incident is resolved by level 1 or triaged to level 2
• Collaborate with technical resources outside the company to find answers to problems.
• Have the ability to synthesize complex issues and respond to users with clear, concise and easy to understand answers.
• Have the ability to synthesize complex issues for Escalation
• Troubleshoot; desktop, web applications, IT and network issues for international customers.
• Work under pressure and deliver results while maintaining an emphasis on quality.

Major Incident Management

• Trigger Major Incident Management based on agreed priority matrix.

Problem Management

• Elevates re-occurring incidents into problem cases
• Merge related incidents to open problem tickets

Problem Management

• Responsible to maintain, update or coordinate and raise/report to Team Leaders and whereas required coordinate with the proper team(s) to ensure all knowledge articles or playbooks are valuable and of use to Technical Support
  
  

Recommended to bring on board: 

• 2 – 5 years of experience working as a Global IT support, IT Helpdesk Desk, IT Service Desk, software development or equivalent experience.
• Excellent troubleshooting skills, problem-solving, breaking down issues, incidents or problems for triage and/or resolution.
• Troubleshoots and identifies technical problems, diagnoses error messages, determines causes, and either provides resolution or escalates to the proper support team.
• With a customer first mindset who takes ownership of user issues and follows up the status on behalf of the user and communicates progress in a timely manner.
• Responds to escalation requests and notify management as required.
• Willingness to learn and adapt to change.
• Superior ability to communicate clearly both verbally and written, in English.
• Flexibility to work various shifts, availability 24X7.
• Knowledge of IT and network infrastructure.
• Knowledge and/or experience in ITIL or IT Service Management.
• High attention to detail Experience in the marine industry is an asset.
  
  

Navigating Life with OTG: Unveil a Treasure Trove of Benefits:

Safeguard your tomorrow:

• Future Security with SSS & HDMF: Secure your financial future and home ownership dreams with contributions to Social Security and Home Development Mutual Fund.
• Healthcare Assurance with Philhealth: Rest easy knowing your health is safeguarded by the Philippine Health Insurance Corporation.

Extra Allowances for Daily Comfort:

• Boost Your Budget: Receive a monthly allowance of 2,500 PHP for your everyday expenses.

Top-Tier Health and Wellness Coverage:

• Comprehensive Medical Insurance: After your initial 3 months, enjoy Maxicare's extensive medical insurance for you and one dependent, including up to 200,000 PHP per illness annually.
• Around-the-Clock Teleconsult: Have 24/7 access to medical consultations, ensuring you and your family's health concerns are promptly addressed.
• Annual Health Maintenance: Benefit from regular check-ups and dental care to maintain your health year-round.
• Life Insurance Peace of Mind: Gain additional security with a life insurance policy valued at 250,000 PHP, protecting what's most important to you.

Employee Support and Wellbeing:

• Employee Assistance Programme (EAP): Our EAP, provided by Health Assured and Comp Psych, offers confidential counseling, financial, and legal support via phone, ensuring your well-being is always a priority.

OTG’s Guiding Stars:

• Pioneering: Constantly charting new courses in innovation.
• Caring: Keeping the maritime community's safety and sustainability at the helm.
• Collaborating: Navigating together with clear communication and shared goals.
• Optimizing: Always in pursuit of excellence and constructive evolution.

Will You Navigate the Next Chapter with Us
Join us on a journey that transcends a traditional job—it’s a mission to innovate at the intersection of technology and education. Discover more about our vision at Ocean Technologies Group and see if your path aligns with our pioneering direction. We’re eager to welcome aboard our next visionary Junior Application Consultant, ready to make a significant impact on both tech and educational fronts.

Cast your resume into our waters and embark on a journey that transcends a mere job - it’s an adventure in innovation and support. Visit us at Ocean Technologies Group and see if your compass aligns with ours. We’re excited to welcome our next Oceaneer onboard.

All Hands on Deck: We steer with equality and celebrate the diversity of our Oceaneer’s. OTG is a proud equal opportunity employer, where passion unites and differences are celebrated.