Support Engineer

Role Overview

This is, first and foremost, a connectivity helpdesk role. Your day-to-day is remote support: assisting vessel and shore-based users by phone, email, ticketing system and remote-access tools — monitoring services, troubleshooting connectivity, and keeping customers informed until issues are resolved.

From time to time, and when operations require it, you will also get hands-on opportunities on board vessels in port — installation, maintenance, troubleshooting and commissioning. Vessel attendance is an occasional and rewarding part of the job, not the daily routine.

Key Responsibilities

Core — connectivity helpdesk (your day-to-day)

• Provide Level 1 and Level 2 connectivity helpdesk support by phone, email, ticketing system and remote-access tools.
• Monitor and troubleshoot vessel internet connectivity, including Starlink, VSAT,OneWeb, 4G/5G and other communication services.
• Troubleshoot LAN, WAN, Wi-Fi, routers, switches, firewalls, computers, printers and user-access issues.
• Perform basic network checks: IP configuration, routing, DNS, DHCP, signal status,bandwidth usage and equipment connectivity.
• Monitor connectivity service alarms and outages and provide regular updates to customers.
• Escalate unresolved issues to satellite providers, vendors or senior technical teams and follow up until resolution.
• Assist with bandwidth management, crew Wi-Fi accounts, data quotas and connectivity service activation.
• Support vessel crew and shore-based personnel with daily IT and connectivity issues.
• Maintain support tickets, service reports, system diagrams,asset inventories and technical documentation.
• Assist with software updates, antivirus protection, backups and basic cybersecurity tasks.
• Participate in shift duties — including weekends and public holidays — according to the duty roster.

Occasional — on-board and field work(when required)

• Attend vessels in port for installation, troubleshooting, maintenance, testing and commissioning.
• Install and configure computers, network equipment, wireless access points and communication systems on site.
• Liaise face-to-face with customers, vessel crew, service providers and equipment vendors.
• Perform other IT-related duties and projects assigned by the company.