Job Description

Our client is a global provider of workforce floatels and marine services.

The IT Support Technician will provide frontline technical support, system management, and troubleshooting across a wide range of IT systems. This role requires a proactive individual with expertise in managing enterprise IT tools and systems, such as ManageEngine ServiceDesk Plus, Microsoft 365, SharePoint, and network equipment. The successful candidate will be a self-starter with excellent problem-solving skills and a strong customer service orientation.

Responsibilities:

• Helpdesk Support:
  • Provide Level 1 and Level 2 technical support to end-users via phone, email, or in-person.
  • Log, track, and resolve incidents and service requests using Manage Engine Service Desk Plus.
  • Ensure timely follow-up and resolution of tickets while meeting SLA requirements.
• System and Asset Management:
  • Use Manage Engine Asset Manager to track, manage, and maintain IT assets.
  • Ensure accurate documentation of hardware and software inventory.
• Microsoft 365 Administration:
  • Provide support for Microsoft 365 applications, including Outlook, Teams, and OneDrive.
  • Manage user accounts, permissions, and security settings in MS Entra and Azure AD.
  • Assist in configuring and maintaining MS Azure Files and related services.
• SharePoint Administration:
  • Assist in the creation, maintenance, and customization of SharePoint sites.
  • Provide support to users for document management and collaboration needs.
• Networking and Hardware Support:
  • Perform basic configuration and troubleshooting of Peplink routers and Unifi controllers/access points.
  • Conduct network diagnostics to resolve connectivity issues.
  • Maintain entry-level Cisco switches and assist in VLAN configuration and troubleshooting.
• IT Projects:
  • Support IT team with deployments, upgrades, and rollouts of new hardware and software.
  • Participate in planning and implementing IT initiatives as required.
• Documentation and Training:
  • Develop and maintain IT support documentation, including how-to guides and troubleshooting procedures.
  • Conduct end-user training sessions to enhance user adoption of IT tools and platforms.

Qualifications:

• 2-4 years of experience in IT support or a similar role.
• Proficiency with ManageEngine ServiceDesk Plus and Asset Manager.
• Strong knowledge of Microsoft 365 applications and services, including:
  • MS Entra (Azure AD).
  • MS Azure Files.
  • SharePoint administration.
• Hands-on experience with network devices:
  • Peplink routers and SpeedFusion technologies.
  • Unifi controllers and access points.
  • Basic configuration and troubleshooting of Cisco switches and VLANs.
• Strong understanding of IT support processes, including ticketing systems and SLA management.
• Knowledge of SentinelOne Anti-Virus software and its management.
• Experience in managing and configuring Multi-Factor Authentication (MFA) solutions.

Preferred Qualifications:

• Bachelor’s degree in IT, Computer Science, or a related field
• Experience in the marine industry 
• Certifications such as CompTIA A+, Network+, or equivalent 

Soft Skills:

• Excellent problem-solving and analytical abilities.
• Strong written and verbal communication skills.
• Customer service-oriented with a focus on providing a positive end-user experience.
• Ability to work independently and collaboratively in a team environment.