Assistant Systems Manager

Norwegian Cruise Line Holdings Ltd.; Miami (FL); On-site; USD 85,000 - 110,000; Full time

Job summary

Norwegian Cruise Line Holdings Ltd. seeks an Assistant System Manager to oversee IT operations aboard ships, aligning with business goals. You will implement and maintain shipboard IT systems, support guests and crew, and report to the System Manager for prioritization and goals.

You will coordinate Embarkation Unit deployment, maintain hardware, and ensure cyber security procedures are followed. Experience with Fidelio Cruise and shipboard environments is valued.

Qualifications

• College diploma or university degree in computer science or related field.
• Strong technical knowledge of network and PC operating systems (Microsoft).
• Experience with Fidelio Cruise suite and Micros Fidelio POS preferred.
• Excellent written and spoken English; ability to work in international environments.
• Extensive application support experience; shipboard experience preferred.

Responsibilities

• Provide level 1 IT support to guests and crew on board.
• Log and manage all support requests in the help desk system.
• Assist the System Manager in maintaining shipboard IT services.
• Set up Embarkation units and manage embarkation processes.
• Coordinate technician/vendor visits and ship passes for repairs.
• Maintain hardware inventory, backups, and asset management.
• Monitor systems, ensure cyber security procedures, and report issues.
• Train users on applications and maintain documentation.

Skills

Excellent English communication

Team collaboration

Analytical problem-solving

On-call availability

Education

College diploma or university degree in computer science

3 years equivalent work experience

Tools

MS Office

Fidelio Cruise

Micros Fidelio Point of Sale

NVS – Visual Reservation System

Cisco networking equipment

Windows/Microsoft environment

Job description

Assistant System Manager’s (ASM) role is to ensure the streamlined operation of the IT Department on board the ships and its alignment with the business objectives of the organization. This individual will participate, implement, and maintain all related IT systems on board the ship. The ASM will report to the System Manager who will provide guidance and direction on priority, goals, and objectives for the day. The ASM is empowered to identify and make recommendations to the System Manager that would assist and resolve support issues in a cost-effective manner for all aspects of the on board environment.

Responsibility and Authority

• Guest Experience
  • Demonstrates a genuine concern for guests’ wellbeing at all times;
  • Pro-active approach to problem solving;
  • Ensuring staff training, development and knowledge throughout all areas of the Operation is maintained at optimum levels to facilitate the guests’ experience.
• Operational and Administrative
  • Provide level 1 support to all computer users and guest as required.
  • Log and manage through resolution all support requests into the help desk system. Ensure all support requests contain the most up to date status.
  • Assist the System Manager as needed to maintain optimal level of IT services on board.
  • Assistant System Manager will be fully responsible for setting up Embarkation on or off the ship. This includes
    • Preparing the day prior to ensure all hardware is staged and ready to be deployed the next day,
    • Deployment/setup of the Embarkation Units,
    • Troubleshooting any issues preventing the operation of checking guest into the system,
    • The packing/storing all the equipment at the end of the Embarkation process.
    • Inform System Manager of any issues that may affect the operations of Embarkation.
  • Keep the System Manager apprised of the status of all pending issues and support requests.
  • Responsible for advising System Manager any shipboard changes that might affect the IT operations of systems.
  • Perform preventative maintenance of printers and other hardware accessories to maintain optimal level of operations and keep the hardware within warranty, if applicable. Document work perform into the helpdesk system.
  • Assist, if necessary, in the coordination of technician and vendor visits for repairs and modifications to the computer systems that are under the Shipboard Systems environment. This includes coordinating a ship pass, meeting the technician, arranging access to the equipment to be repaired and monitor the repair.
  • Prepare any of the necessary paperwork when disposing or landing hardware off the ship.
  • Provide support to all users of systems which includes; troubleshoot problems or the coordination of solutions with the System Manager and/or Corporate.
  • Evaluate the urgency of all support requests and advise System Manager for those that are high to critical.
  • Ensure copyright policies and infringements are not being violated and would be against best practices and company policy. Report all violations to the System Manager.
  • Maintaining an updated inventory of spare parts and ensuring that all spare equipment is in good working order.
  • Provide user technical support or interpretation of documentation, as needed.
  • Assist in the deployment, monitoring, maintenance, upgrade, and support of all shipboard IT systems, including servers, PCs, operating systems, hardware, software, and peripherals.
  • Report any provision requests of shipboard end-user services, including help desk and technical support services to the System Manager.
  • Keep current with the latest technologies.
  • Practice asset management for shipboard IT hardware, software, and equipment.
  • Trains users on application where required and possible.
  • Establish and maintain regular written and in-person communications with the System Manager of all activities.
  • Responsible for an end of contract turnover report and training (if necessary) of shipboard systems for the next ASM assuming the role; Report to include, but not limited to, any pending user request or projects in progress.
  • Responsible for the correct implementation of the Cyber Security Procedure, as described.
• Operations and Applications
  • Preventive maintenance of equipment in the form of cleaning and/or testing to preserve equipment;
  • Recovering systems, file or programs when required;
  • Provide support for regular Hotel operations; troubleshoot problems or coordinate solution with Systems Manager should the users experience problems when performing any day-to-day processes.
  • Understand the operation of the equipment that falls under the Shipboard Systems realm and hotel or business operations
• Maintenance of H/W, S/W, Documentation and Media Control
  • Maintenance of an updated inventory of Hardware and Software in the Shipboard Systems environment. This includes, but is not limited to, hardware such as Server, workstations and printers. This inventory should also include what kind of media material is needed and any documentation available; asset inventory of hardware and software;
  • Maintenance of the Backup tape log for all systems;
  • To report, immediately, any discrepancies or problems with the systems backup;
  • Technician and vendor visits for repairs and modifications to the computer systems that are under the Shipboard Systems environment. This includes coordinating a ship pass, meeting the technician, arranging access to the equipment to be repaired and monitor the repair;
  • When possible, during a technician and/or vendor visit the Systems Manager should obtain techniques, documentation and knowledge to increase system understanding ad document same;
  • Forward to Corporate or otherwise, any equipment that is found to be defective and cannot be solved with support or from a technician visit, to ensure that equipment is packaged in a way to avoid any further damage;
  • Maintaining an updated inventory of spare parts and ensuring that all spare equipment is in good working order;
  • Resource management where computer or equipment is shared between multiple users.
• Systems Monitoring and Troubleshooting
  • Monitoring the system in relation to copyright policies and infringements;
  • Monitoring password changes and user accounts;
  • Make recommendations to the System Manager that would assist and resolve support issues in a cost-effective manner for all aspects of the on board environment.
  • Assist in the implementation all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision as directed by the System Manager.
• Finance
  • Preventive maintenance of equipment
• Training, Development and Support
  • Trains users on application where required and possible;
  • Promotes and Participates in Signature Service Training Program.
    • Incorporates Signature Service standards of behavior in daily work
• Social
  • Maintains positive relationships with colleagues
  • Respects the privacy and rights of colleagues
  • Promotes cooperation and teamwork
• Safety
  • Monitor the practical application of the Company's policy, procedures and instructions.
  • Immediately report to the Master any instances where the vessel is unable or fails to comply with any Company’s policy, procedure, instruction, and any safety, environmental, or security requirement.
  • Participate in crew and passenger safety drills according to instructions from ship’s command;
  • Comply with company safety and pollution prevention regulations;

Education And Experience

• Systems
  • MS Office
  • Fidelio Cruise including (but not limited to) modules:
    • Cruise Management, Cashbook, Payroll, Security, Shore Excursion, Data Import, US Customs APIS, Quick Check In.
  • Micros Fidelio Point of Sale
  • NVS – Visual Reservation System
• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• Strong technical knowledge of network and PC operating systems – Microsoft environment.
• Strong technical knowledge of current network hardware, protocols, and standards – Cisco environment.
• Extensive application support experience.
• Familiarity of Fidelio Cruise suite of application, though not required.
• Familiarity of Micros Point of Sales system, though not required.
• Excellent understanding of the organization’s goals and objectives.
• Ability to work in an international environment.
• Previous ship experience preferred.
• Excellent appearance and excellent social skills.
• Excellent written and oral communication skills in English.
• Excellent interpersonal skills, appearance and social skills.
• Ability to execute tasks under the guidance and direction of the System Manager.
• Ability to present ideas to the System Manager.
• Highly self-motivated and directed.
• Keen attention to detail and well organized.
• Proven analytical, evaluative, and problem-solving abilities.
• Ability to execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Extensive experience working in a team-oriented, collaborative environment.
• Maintains positive relationships with colleagues
• Respects the privacy and rights of colleagues
• Promotes cooperation and teamwork
• On-call availability.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting of moderately heavy objects, such as computers, peripherals, and Embarkation Units.

EQUAL OPPORTUNITY EMPLOYER

It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.