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.