Maritime IT Specialist

The Fleet IT team is responsible for ensuring reliable and efficient IT operations for nearly 70 HL-managed vessels. Their expertise encompasses IT platforms, applications, networks, and operational technology (OT) systems essential for maritime operations. The team supports vessels by handling all IT-related aspects, including system optimization, compliance, and cybersecurity. Collaboration across global locations enables seamless support and cross-team synergy. With a focus on continuous improvement, they contribute to the digital transformation of the Fleet. The team is committed to delivering high-quality IT solutions tailored to maritime needs.

The Level 2 IT Support Specialist provides vital technical support to end-users, ensuring the stability and efficiency of IT systems onboard vessels and within the organization. This role involves diagnosing and resolving IT-related issues, managing monitoring tools, maintaining IT infrastructure, and collaborating with Level 3 teams to address complex problems. The position requires a proactive approach to IT support and a strong focus on customer satisfaction.

• Technical Support:
• Provide first and second-level technical support to end-users through multiple communication channels (e.g., phone, email, remote tools).
• Diagnose and resolve hardware, software, network, and other IT-related issues promptly and efficiently.
• Escalate complex technical problems to Level 3 teams, ensuring detailed documentation and timely resolution.
• Troubleshoot issues with Windows client systems (Windows 10 and 11) and peripheral devices such as workstations, printers, and scanners.
• Monitoring and Maintenance:
• Manage and maintain monitoring solutions to proactively identify and address potential IT issues before they impact users.
• Monitor the performance of IT systems, ensuring the smooth operation of critical services.
• System Configuration and Management:
• Configure and set up computer systems, software applications, and peripherals for end-user’s onboard vessels.
• Maintain and manage user accounts, permissions, and access rights using Active Directory and other tools.
• Troubleshoot and resolve hardware issues related to workstations, printers, and other devices.
• Ensure compliance with IT policies and security standards while performing administrative tasks.
• Server and Active Directory Support:
• Possess basic knowledge of handling L2 activities in physical servers, virtual servers, and virtual environments such as Hyper-V.
• Handle basic Active Directory tasks, including creating and modifying user accounts, security groups, and permissions.

• Product and Process Improvement:
• Assume responsibility for specific software products as an IT product specialist, ensuring their optimal performance.
• Identify opportunities for improvement in IT support processes and contribute to continuous improvement initiatives.
• Documentation and Reporting:
• Document support activities, resolutions, and technical solutions in a centralized knowledge database.
• Generate reports on support metrics, recurring issues, and system performance to identify areas for improvement.

• Experience 3 to 6 Years:
• Proven experience in providing IT support, preferably in a maritime or similar industry.
• Educational Background:
• A university degree in Information Technology or an equivalent qualification.
• Technical Skills:
• Advanced understanding of computer hardware, networks, and peripherals.
• Proficiency in troubleshooting Windows client systems (Windows 10 and 11).
• Familiarity with workstations, printers, scanners, and other peripheral devices.
• Proficiency in Windows operating systems for servers and clients.
• Familiarity with Microsoft Office Suite and other commonly used software applications.
• Knowledge of IT monitoring tools and their management.
• Certifications:
• IT certifications such as Microsoft Certified IT Professional (MCITP), CompTIA Network+, or similar are a strong plus.
• Competencies:
• Strong problem-solving and analytical abilities with keen attention to detail.
• Excellent communication and customer service skills to effectively interact with end-users and technical teams.
• Team player mentality, fostering collaboration among internal IT teams, external stakeholders, and business units.