Technical Operations Engineer

4 days ago

Makati City, National Capital Region, Philippines Seapeak Full time
About the Role:
This is an exciting opportunity to join the Seapeak team as a Help Desk Coordinator, providing top-notch support to our users, offices, and vessels. The ideal candidate will have experience in 2nd/3rd line support, excellent communication skills, and a strong customer service approach.

Responsibilities:
  • Monitor and respond to system, communications, and client problems via the Zendesk ticketing system.
  • Provide maintenance and general day-to-day running of the helpdesk system – Zendesk.
  • Take ownership of multiple different IT tools/applications where you will provide full setup/config/support.
  • Answer IT helpdesk telephone in a timely manner, ensuring issues are logged in the helpdesk system and resolving issues over the phone or escalating to the appropriate party.
  • Deal with 'walk-up' requests when in office or virtually from Teams contact.
  • Input issues and resolutions of problems into Zendesk with adherence to best-of-class ticket fundamentals.
  • Adhere to the employee onboarding/employee status changes/terminations (SAF) process and be responsible for the completion of all requirements for new hires, role changes, and account termination.
  • Work with the Manager, IT Technical Support and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
  • Maintain local office IT equipment setup, managing spares and proactively refreshing hardware as required.
  • Install, configure, modify, and test computer hardware such as workstations, printers, and other equipment like scanners, switches, network cards; install and test software according to established procedures.
  • Setup and installation of server operating systems and associated hardware related to both shore and vessel environments.
  • Perform Active Directory functions such as user network access permission, AD account administration, workstation administration, and other AD administrative functions.
  • Perform Microsoft 365/Entra ID administrative functions, including Teams and SharePoint setup and configuration.
  • Communicate with external vendors and partners regarding maintenance and incident support by performing duties such as problem escalation, remote support calls, and troubleshooting where applicable.
  • Create and maintain technical documentation (user guides, how-to documents, local configuration information etc.).
  • Participate in the IT on-call rotation and ability to provide evening and weekend support whether in the office or remotely when required.
  • Provide IT Orientations and deliver IT-related training for users.
  • Undertake self-study to improve technical knowledge and keep current with new and upcoming technologies.
  • Lead or assist on IT projects and other duties as assigned.
  • Travel to other offices or visit vessels as required for operational support, upgrades, implementations, and projects.

About You:
We're looking for someone with a passion for delivering exceptional customer service and a keen eye for detail. As a member of our IT team, you'll be working closely with colleagues to resolve complex technical issues and provide seamless support to our users.

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