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Overview

Our Client are a leading technology business serving the maritime and marine sector with a range of specialist services and support. As customer demand grows, they require a Senior Technical Support Engineer to join a dynamic team.

NOTE: given the nature of this role, you may anticipate regular travel off-island in the performance of your duties.

Reporting to the Chief Technical Officer, the Senior Technical Support Engineer will be responsible for providing remote and face to face technical support to ensure the efficient operation of customer onboard IT systems and satellite communications in a proactive manner. In addition, to be available to assist the other team members with any issues they escalate and assist the CTO with the efficient running of the department and technical function.

Key responsibilities will include:

• Assist the CTO with the management of the Technical Team and with defining and upholding standards
• Be responsible for the continual review and improvement of products and services provided in liaison with the CTO
• Assist with internal project management, with an emphasis on technical soundness, resource efficiency and drive to completion
• Be a resource of technical expertise and project management skill for Technical Support Engineers and Juniors
• Be responsible for Cyber Management & audits in liaison with the CTO
• Be responsible for the Incident Response Management of any client cyber incidents
• Compile the weekly technical meeting minutes
• Assist with Engineer training coordination
• Regularly audit databases to ensure information is correct and up to date and ensure the engineer involved implements necessary changes
• Be responsible for the traffic monitoring configuration
• Delegate jobs to the Junior Engineers to keep the workshop organised and have input into stock levels
• Provide secondary support for internal IT management as implemented by one of the Technical Support Engineers
• Deal with all escalated remote and OOH IT Support issues
• Manage and deal with email enquiries within the framework of the Help Desk ticketing system, answering emails, ensuring correspondence is recorded and tickets are closed in a timely manner
• Provide customer support on the telephone and face to face
• Undertake monthly yacht support tasks
• Provide clear and concise documentation and reporting of day-to-day activities
• Arrange the purchase of necessary hardware, peripherals and software in liaison with the sales departmentand associated communication with the Accounts department
• Delegate the arrangements for the delivery of hardware and peripherals to the Junior Support Engineers
• Carry out configuration, installation and maintenance of hardware, peripherals and software
• Travel to vessels to be responsible for refits, new builds and routine maintenance of customer IT and Satcom systems
• Be responsible for VSAT installations and the provision of necessary support and for the input and maintenance of the CRM system and associated databases
• Delegate any Satcom administration required to Junior Technical Support Engineers and arrange activation or deactivation of any GSM or 4G SIMS required and provide the associated support of those SIMS in liaison with the supplier
• Assist with the growth and development of the business

The ideal candidate for the role of Senior Technical Support Engineer will:

• Hold a degree in computing, electronics or engineering (desirable - or equivalent) and a minimum of 5 years' relevant experience
• Ability to display a broad knowledge of IT skills
• Hold a full driving licence
• Sound knowledge of Microsoft Windows Server OS, Mac OS and Office Suite Software
• Strong networking skills (i.e. knowledge of firewalls, switching and routing)
• Customer-focused with a commitment to helping each client
• Effective time-management skills
• Strong team-building skills

Desirable:

• CCNA Cisco networking qualification