IT Support Specialist  

• Responsibilities for this position may include but are not limited to:
• Provide first contact resolution and support.
• Install, configure, and troubleshoot onboard IT systems.
• Travel upon business need and work onboard HLNG vessels to implement, configure, monitor, and support equipment and software on vessels
• Ensure assigned IT Incidents and Service Request tickets are logged, monitored, and tracked to closure by following ticket handling procedures ensuring high ticket quality.
• Coordinate with internal and external counterparties as part of the end-to-end resolution.
• Create and Update IT Support knowledge articles and necessary documentation.
• Monitor and manage the life cycle of IT assets across the Fleet and shore offices. Ensure that solutions are on supported versions Perform basic application administration (config) services.
• Add, Change or Terminate access to IT services in accordance with the HLNG IT security standards.

Knowledge & Experience:

• ITIL service management - preferably a foundation or higher certification
• Experienced in working with external solution vendors and service providers/hosting partners
• TCP/IP Network certifications or experience (e.g. wi-fi, fortigate firewalls, cybersecurity).
• Knowledge of vessel IT infrastructure
• VSAT and LOS/LTE communication systems
• Maritime IT solutions; ie AMOS, BASSnet Fleet Management Systems, Seagull training solution, and Dualog digital platform and connection suite,
• Jira Service Desk or similar ticketing tools
• Hybrid global cloud environment
• IT Risk management
• Experienced in working for a global multi-cultural company