IT SUPPORT TECHNICIAN

We are looking an experienced hands on Technical IT Support to join our team. In this role, you will be responsible for of all hardware, software, and services required to support our operations team or project initiatives, including:

Your main tasks will be:

• Installing and configuring hardware and software for offices in Americas locations as well as maritime fleet in the region
• 2nd and 3rd Level desktop and infrastructure support & assigned software issues
• Maintain, repair and upgrade IT hardware
• Provided technical support to local and roaming users
• Assist service desk in hardware and software problem resolution
• Manage the end user support team, including desktop support and training functions
• Maintain an accurate database of IT equipment and licenses
• Participate in regional and global IT project planning and implementation as needed
• Participate in planning and budgeting for the end user support function.
• Manage relationships and contracts with IT vendors and suppliers to ensure optimal pricing and service.
• Oversee the procurement, deployment, and retirement of end user hardware and software.
• Assist in supporting and maintaining systems supported by regional IT (e.g., IT on vessels, IP Telephony, Office Connectivity, Mobile Phones, Printers, software streams etc.)
• Adhering to IT support procedures, best practices, SOPs and regional IT guidelines
• Identify problems which require additional expertise and take appropriate action including referring problems requiring high level support, in a cost effective and timely manner
• Keep support documentation for IT processes up to date
• Attend and contribute to meetings (where needed) within IT and other departments
• Any field work experience of installing wireless equipment (Cisco, Ubiquiti, Meraki), Wi-Fi and 4G equipment, fibre connectivity etc. would be beneficial
• Keep up to date with current IT trends


Required/Preferred Education:

• Bachelor's degree in computer science, IT, or a related field
• 5+ years of experience in end user support or IT service desk management
• Good command of written and spoken English, and Native Level Portuguese (Mandatory), Good command of written and spoken Spanish ( Not Mandatory)
• Strong understanding of end user computing hardware, software, and support services
• Experience of Windows 10\11, Office 365, Microsoft Azure, Microsoft Intune and exposure to Cisco Meraki\Ubiquiti preferred
• 2nd line support experience preferred
• Self Organized, active listening, attention to detail, be Agile, adapt quicky to changes and have good time management skills
• Enthusiasm and teamwork a must

Training and competencies:

• Strong knowledge of setting up PCs, including BIOS configuration, Microsoft operating systems and connectivity (LAN, Wi-Fi, Bluetooth, etc.)
• Good knowledge of the most common PC accessories and how to connect them, i.e. printers, mice, external drives.
• Microsoft office 365 (Word, Excel, Outlook, Access, SharePoint, Teams, Project, Visio).
• Able to do basic setup of mobile devices like iOS devices, Android devices etc.
• Keep studying and updating latest technologies; application, hardware (server, network devices, etc.) and business, etc.
• High personal drive, approaching tasks with a high level of energy and with a structured and analytical approach to handling assigned tasks
• Good communications skills, well-mannered and focused
• Ability to multitask, prioritize, manage time and work under pressure.
• Thrive on being involved in multiple simultaneous tasks and projects
• Preferred: ITIL, Microsoft, Cisco or other IT service management certifications
• Maritime Industry IT support experience is a plus
• Strong problem identification and solving skill set
• Ability to work unsupervised and as part of a small, distributed team
• We operate on a 24/7 basis therefore the role holder should be willing to work occasional unsociable hours if r