Technical Support Specialist (Fixed Term Contract)

• Legacy & Innovation: We were created more than 260 years ago as the world’s first marine classification society to improve and set standards for the safety of ships.
• Global Impact: Our digital solutions are relied upon by more than 30,000 vessels, following the acquisition of OneOcean in 2022 and Ocean Technologies Group in 2024.
• Product Offering: Covering five proven product areas - learning, fleet operations, compliance, voyage planning and performance management - supporting its customers from ship to shore, from training and people operations, to voyage compliance and optimisation.

Key Responsibilities

• In-depth Knowledge and exposure on maritime navigational, fleet management, environmental, safety and compliance tools that are being used in the maritime industry
• Highly efficient in troubleshooting, isolating, assessing, identifying, triaging, escalating, and resolving technical incidents.

• Perform Support Ticket analysis of assigned incident by identifying the service impacted and categorizing based on service and symptom.
• Assess impact, urgency and priority of Incident based on agreed priority matrix.
• To provide an initial assessment of all incidents.
• Make first attempt resolution and/or refer to next line support, based on agreed service levels.
• Monitor and escalate all Incidents according to service levels and/or operational levels.
• Keep customers informed on status and progress, where possible highlighting the impact from a user perspective.
• Document all steps undertaken, knowledge article used and all related information, logs, screenshots, etc. regardless of if incident is resolved by level 1 or triaged to level 2
• Collaborate with technical resources outside the company to find answers to problems.
• Have the ability to synthesize complex issues and respond to users with clear, concise and easy to understand answers.
• Have the ability to synthesize complex issues for Escalation
• Troubleshoot; desktop, web applications, IT and network issues for international customers.
  Work under pressure and deliver results while maintaining an emphasis on quality.

• Activate Hyper Care or VIP Support on identified major Tier 1 customers and or flow of incidents impacting Tier 1 customers

• Elevates re-occurring incidents into problem cases
• Merge related incidents to open problem tickets

• Responsible to maintain, update or coordinate and raise/report to Learning and Developments Team along with Regional Manager(s) and whereas required coordinate with the proper team(s) to ensure all knowledge articles or playbooks are valuable and of use to Technical Support

🚢 Recommended to bring on board:

• 2 – 5 years of experience working as a Global IT support, IT Helpdesk Desk, IT Service Desk, software development or equivalent experience.
• Excellent troubleshooting skills, problem-solving, breaking down issues, incidents or problems for triage and/or resolution.
• Troubleshoots and identifies technical problems, diagnoses error messages, determines causes, and either provides resolution or escalates to the proper support team.
• With a customer first mindset who takes ownership of user issues and follows up the status on behalf of the user and communicates progress in a timely manner.
• Responds to escalation requests and notify management as required.
• Willingness to learn and adapt to change.
• Superior ability to communicate clearly both verbally and written, in English.
• Flexibility to work various shifts, availability 24X7.
• Knowledge of IT and network infrastructure.
• Knowledge and/or experience in ITIL or IT Service Management.
• High attention to detail Experience in the marine industry is an asset.

🛳️Navigating Life with OneOcean: Unveil a Treasure Trove of Benefits:

• Future Security with SSS & HDMF: Secure your financial future and home ownership dreams with contributions to Social Security and Home Development Mutual Fund.
• Healthcare Assurance with Philhealth: Rest easy knowing your health is safeguarded by the Philippine Health Insurance Corporation.

• Boost Your Budget: Receive a monthly allowance of 2,500 PHP for your everyday expenses.

• Comprehensive Medical Insurance: After your initial 3 months, enjoy Maxicare's extensive medical insurance for you and one dependent, including up to 200,000 PHP per illness annually.
• Around-the-Clock Teleconsult: Have 24/7 access to medical consultations, ensuring you and your family's health concerns are promptly addressed.
• Annual Health Maintenance: Benefit from regular check-ups and dental care to maintain your health year-round.
• Life Insurance Peace of Mind: Gain additional security with a life insurance policy valued at 250,000 PHP, protecting what's most important to you.

• Employee Assistance Programme (EAP): Our EAP, provided by Health Assured and Comp Psych, offers confidential counseling, financial, and legal support via phone, ensuring your well-being is always a priority.

• ⭐Pioneering: Constantly charting new courses in innovation.
• ⭐Caring: Keeping the maritime community's safety and sustainability at the helm.
• ⭐Collaborating: Navigating together with clear communication and shared goals.
• ⭐Optimizing: Always in pursuit of excellence and constructive evolution.