Technical Services Engineer

Role Overview

• Organize, coordinate, and execute software deployments, installations, activations, upgrades, migrations, and service restoration activities.
• Gather customer requirements and deployment prerequisites.
• Perform software configuration, installation, testing, and validation activities.
• Manage deployment cases and maintain accurate deployment records.
• Coordinate with Customer Success, Sales, Technical Support, Product, and other internal teams to ensure successful deployment outcomes.
• Conduct post-installation validation and customer acceptance activities.
• Troubleshoot and resolve deployment-related issues.
• Escalate complex deployment issues when required.
• Ensure deployments are completed in accordance with established procedures and service levels.
• Perform remote AIS software and hardware installation activities.
• Configure AIS solutions in accordance with product and customer requirements.
• Conduct pre-installation assessments and post-installation validations.
• Verify AIS connectivity, functionality, data transmission, and integration requirements.
• Troubleshoot AIS installation, configuration, and operational issues.
• Provide world-class technical support via telephone, email, ticketing systems, and remote support sessions.
• Diagnose, troubleshoot, and resolve software, hardware, networking, and system-related issues.
• Document troubleshooting activities, findings, resolutions, and recommendations.
• Act as an extension of the Service team to ensure orders, outfits, requests, and customer queries are completed accurately and within agreed service levels.
• Identify recurring issues and trends.
• Maintain knowledge of OneOcean products, AIS solutions, maritime technologies, and associated services.

Requirements

• 2–5 years of experience working as a Vessel IT Engineer, Technical Support Engineer, Service Desk Analyst, IT Helpdesk Analyst, Desktop Support Engineer, or similar role providing technical product support, preferably within the maritime industry.
• Experience supporting software applications, end users, and customer environments through telephone, email, ticketing systems, and remote support tools.
• Strong experience providing remote customer support using remote connection software such as TeamViewer, AnyDesk, or similar technologies.
• Knowledge and experience in managing, configuring, installing, or supporting AIS (Automatic Identification System) solutions onboard vessels is highly advantageous.
• Excellent troubleshooting and problem-solving skills with the ability to break down complex issues, incidents, and technical problems for effective triage, diagnosis, and resolution.
• Ability to troubleshoot and identify technical problems, diagnose error messages, determine root causes, and either provide resolution or escalate appropriately to the relevant support teams.
• Customer-focused mindset with a strong sense of ownership, ensuring issues are actively managed through to resolution while keeping customers informed of progress.
• Ability to respond to escalation requests and engage management or appropriate stakeholders when required.
• Willingness to learn, adapt to change, and continuously develop technical and product knowledge.
• Flexibility to work assigned shifts within a 24x7 operational environment, including weekends and public holidays when required.
• Good understanding of IT infrastructure, networking concepts, and system administration principles.
• Knowledge of ITIL and IT Service Management principles and practices.
• ITIL Foundation Certification is advantageous.
• Excellent verbal and written English communication skills with the ability to communicate effectively at all levels within the organization.
• Strong organizational skills with the ability to manage competing priorities while maintaining a high level of accuracy and attention to detail.
• Ability to provide proactive guidance, user assistance, training, and troubleshooting support to enhance customer adoption and satisfaction.
• Hands-on networking experience is highly desirable.
• Strong knowledge and experience working with Microsoft Windows Operating Systems.
• Excellent customer-facing skills and the ability to handle challenging situations professionally while maintaining a positive customer experience.
• High attention to detail.

Tech Stack

• ITSM