Technical Support Engineer

Search-Select LTD; Douglas; Hybrid; GBP 45,000 - 70,000; Full time

Job summary

Search-Select LTD is seeking a Technical Support Engineer to join our team. This hands-on role combines remote technical support, proactive maintenance and complex troubleshooting with travel to vessels for installations and maintenance. You will work closely with customers, colleagues and suppliers to ensure onboard technology performs at its best.

If you are technically curious, customer-focused and enjoy solving problems, this could be the role for you.

Qualifications

• Relevant technical qualification, professional certification or equivalent practical experience in IT and networking.

Responsibilities

• Provide professional remote and onsite technical support by telephone, email and other approved communication channels.
• Diagnose and resolve technical incidents efficiently, escalating complex or unresolved matters to Senior Technical Support Engineers or the CTO when appropriate.
• Manage assigned support tickets in accordance with ticket-handling procedures.
• Complete scheduled monthly vessel-support and proactive-maintenance tasks.
• Configure, install, maintain and troubleshoot IT, networking, communications and satellite equipment, peripherals and software.
• Maintain clear and accurate technical documentation, infrastructure records and reports.
• Travel internationally to vessels to undertake installations, refits, new-build projects, routine maintenance and fault resolution.
• Take ownership of assigned projects, including planning, preparation, customer communication, implementation, documentation and completion.
• Ensure vessel work is completed safely, professionally and to the required technical standard.
• Provide clear progress updates to clients and management, promptly identifying risks, delays or matters requiring escalation.
• Support the installation, administration and maintenance of all on board satellite communication systems.
• Liaise with suppliers and the Accounts Department regarding satellite communication services and associated administration.
• Arrange the purchase of approved hardware, software and peripherals in liaison with the Sales and Accounts Departments.
• Provide technical advice to the Sales team to support quotations, proposals and customer solutions.
• Undertake any other reasonable duties consistent with the role.

Skills

IT and Networking

Microsoft Windows

Troubleshooting

Satellite Communications

Travel willingness

Customer service

Documentation

Teamwork

Education

Relevant technical qualification

Tools

Satellite equipment handling

Networking gear

Job description

Our client seeks a Technical Support Engineer to join their team.

This is a varied, hands-on position combining remote technical support, proactive maintenance, complex troubleshooting, project work and international travel. You'll work directly with customers, colleagues and suppliers to solve problems, deliver installations and ensure critical onboard technology performs at its best.

If you're technically curious, customer-focused and enjoy solving problems - and you like the idea of seeing where your work can take you - this could be the role for you!

Key Responsibilities:

• Provide professional remote and onsite technical support by telephone, email and other approved communication channels.
• Diagnose and resolve technical incidents efficiently, escalating complex or unresolved matters to Senior Technical Support Engineers or the CTO when appropriate.
• Manage assigned support tickets in accordance with ticket-handling procedures.
• Complete scheduled monthly vessel-support and proactive-maintenance tasks.
• Configure, install, maintain and troubleshoot IT, networking, communications and satellite equipment, peripherals and software.
• Maintain clear and accurate technical documentation, infrastructure records and reports.
• Travel internationally to vessels to undertake installations, refits, new-build projects, routine maintenance and fault resolution.
• Take ownership of assigned projects, including planning, preparation, customer communication, implementation, documentation and completion.
• Ensure vessel work is completed safely, professionally and to the required technical standard.
• Provide clear progress updates to clients and management, promptly identifying risks, delays or matters requiring escalation.
• Support the installation, administration and maintenance of all on board satellite communication systems.
• Liaise with suppliers and the Accounts Department regarding satellite communication services and associated administration.
• Arrange the purchase of approved hardware, software and peripherals in liaison with the Sales and Accounts Departments.
• Provide technical advice to the Sales team to support quotations, proposals and customer solutions.
• Undertake any other reasonable duties consistent with the role.

Key Skills and Experience:

• Relevant technical qualification, professional certification or equivalent practical experience in IT and networking.
• Knowledge of Microsoft operating systems, networking, Wi-Fi and common business IT applications.
• Willingness to participate in the out-of-hours rota.
• Willingness and ability to travel internationally, sometimes at short notice.
• Experience of troubleshooting hardware, software and connectivity issues.
• Ability to document technical work clearly and accurately.
• Experience of satellite communications, maritime IT or vessel systems would be advantageous. However, training will be provided on all systems, services and products.
• Strong customer-service and communication skills.
• Organised approach with the ability to prioritise competing support requests.
• Ability to work independently and as part of a technical team.
• Full driving license.

Quote job ref: 16786

Our client seeks a Senior Technical Support Engineer to join their team.The successful candidate [...]