Technical Support Specialist
6 days ago
Job Overview
The IT Technical Support role at Seapeak involves providing high-level technical support to users, offices, and vessels. This position requires a strong ability to troubleshoot and resolve complex IT issues, as well as maintain and administer various IT systems and tools.
Main Responsibilities
- Monitor and respond to system, communications, and client problems via our ticketing system.
- Maintain and run the helpdesk system – ensuring timely responses to user inquiries.
- Provide full setup, configuration, and support for various IT tools and applications.
- Answer IT helpdesk telephone calls in a timely manner, logging issues and resolving them over the phone or escalating to relevant parties.
- Handle 'walk-up' requests when in office or virtually from Teams contact.
- Input issues and resolutions into our ticketing system with adherence to best practices.
- Adhere to our employee onboarding process, completing requirements for new hires, role changes, and account terminations.
- Work with the Manager, IT Technical Support, and wider team to address recurring technical issues, identify training or documentation needs, and implement solutions.
- Maintain local office IT equipment setup, managing spares and refreshing hardware as required.
- Install, configure, and test computer hardware, software, and other equipment according to established procedures.
- Setup and install server operating systems and associated hardware for shore and vessel environments.
- Perform Active Directory functions, including user network access permission, AD account administration, workstation administration, and other AD administrative tasks.
- Administer Microsoft 365/Entra ID, 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.
- Create and maintain technical documentation (user guides, how-to documents, local configuration information etc.).
- Participate in the IT on-call rotation and provide evening and weekend support when required.
- Deliver IT Orientations and provide IT-related training for users.
- Undertake self-study to improve technical knowledge and stay current with new technologies.
- Lead or assist on IT projects and perform other assigned duties.
- Travel to other offices or vessels for operational support, upgrades, implementations, and projects.
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