Information Technology Support Specialist

McKeil Marine Limited

Burlington

On-site

CAD 50,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Competitive total compensation program

Opportunity for remote work

24/7 operational support

Job summary

Join a leading marine service provider as an IT Support Specialist in Burlington. You'll provide frontline technical support for onshore and vessel-based users, ensuring smooth operations in a dynamic marine environment. Key responsibilities include troubleshooting, ticket management, and user account administration. This role offers a competitive compensation package and opportunities for growth within a passionate team committed to customer success.

Qualifications

2-3 years of relevant work experience required.
Familiarity with service ticketing systems.

Responsibilities

Provide frontline user support for IT-related queries.
Log and categorize service requests in the IT ticketing system.
Assist with device setup and configuration.

Skills

Customer Service

Problem Solving

Technical Support

Communication

Adaptability

Education

Degree in Computer Science

Degree in Engineering

Degree in Business

Tools

Freshdesk

ServiceNow

Remedy

Job description

Direct message the job poster from McKeil Marine Limited

McKeil Marine is one of Canada’s leading marine service providers. Experienced and adaptive, we deliver turn-key solutions that support our customers success in a wide range of transportation and project challenges. Customer service, safety, quality, and respect for the environment are at the heart of our operations. When you join McKeil Marine you can look forward to a very competitive total compensation program and a team of passionate colleagues in a fast paced, growing organization that supports all communities in which we operate.

IT Service Desk & Support

Join our IT team to support frontline tech operations in a dynamic marine environment. You’ll assist with day-to-day First-line technical support for both onshore and vessel-based users, including basic troubleshooting, ticket triage, and frontline resolution of IT issues.

Key Duties & Responsibilities:

Frontline User Support (Shore & Vessel)

Act as the first point of contact for all IT-related queries via phone, email, chat, or ticketing system.

Provide basic support for:

Login/access issues (password resets, MFA, account lockouts)
Email and Office 365 apps (Outlook, Teams, SharePoint, OneDrive)
Common Wi-Fi and connectivity issues (shore and vessel)

Ticket Logging, Categorization & Escalation

Accurately log all issues and service requests into the IT ticketing system.
Prioritize and triage tickets based on impact and urgency.
Escalate unresolved or complex issues to Level 2 or vessel IT teams in accordance with SOPs.

Device Setup & Configuration

Assist in preparing and deploying:
Access points and networking devices (under supervision)
Perform initial device imaging using cloud services, profile setup, and asset tagging for shore staff and vessel deployments.
Troubleshoot and assist users with internal office systems
Guide users through basic app usage and updates (e.g., SharePoint access, MS Teams settings, Outlook).
Support mobile apps commonly used by crew and operations (e.g., Authenticator, OneDrive, Marine Traffic, Navionics).

Account Management & Access Control

Create, disable, or modify user accounts in Active Directory, M365, and other cloud-based systems (under guidance).
Manage access permissions for SharePoint folders and internal apps.
Ensure compliance with user provisioning SOPs and security policies.

Support for Vessel Operations (Remote or On-Call)

Provide basic IT support for vessels via remote tools, including:
Confirming network and file sync issues
Coordinating with vessel crew to guide local troubleshooting
Document vessel-specific issues for L2 teams.
Support for TV systems onboard

Routine Monitoring & Housekeeping Tasks

Perform daily/weekly checks (e.g., backup status, endpoint health).
Support compliance with endpoint protection, patch status, and updates.
Assist in logging and reporting usage trends and recurring problems.

Customer Service & Communication

Maintain a helpful, professional, and timely approach when dealing with users.
Communicate issue status clearly to end-users and IT managers.
Record accurate and detailed ticket notes for accountability and future reference.

Documentation & Knowledge Base Contributions

Follow SOPs and update knowledge base articles as needed for recurring Level 1 tasks.
Identify gaps in self-service support content and suggest improvements.

Qualification, Skills and Key Competencies Required:

Degree in Computer Science, Engineering, or Business (or equivalent technical aptitude).
2-3 years of relevant work experience is required.
Familiarity with Freshdesk, ServiceNow, or Remedy for service ticketing.
Patient and solution-focused mindset
Eagerness to learn and grow into higher-level support roles
Awareness of the differences in shore vs. vessel support environments

Working Conditions/Special Notes:

• McKeil Marine Limited is a 24/7 operating business, this role will require after hours support for emergencies when business requirements dictate.

• The ability to work remotely at home as outlined by current Hybrid WFH protocols and policies.

Join a dynamic organization making a tangible impact in the marine industry. McKeil Marine offers a very competitive total compensation program.

We appreciate all applicants but will only contact those selected for an interview. McKeil Marine is committed to the principles of Employment Equity.

Seniority level