Title: IT Support Technician and Ticket Coordinator
Employment Type: Full-Time Employee Position
Department: Client Operations
Reporting to: Client Operations Manager
Pay: £25,000 to £29,000 Depending on Experience
Start Date: Immediate
Triton Technical is an IT and Audio/Video integration firm that designs and deploys complex integrated systems for the private yacht industry. We are looking to add an individual to our support team in a Ticket-Coordination and IT Support position.
The purpose of this position is to assist in the efforts of our Helpdesk Support team. The team responsibilities include remote and on-site troubleshooting, maintaining, testing, building and documenting IT & AV systems for various Megayachts, SuperYachts and private residences around the world. The support provided is expected to be available to our clients 7x24x365 and requires an attention to process, unique client requirements, and a passion for resolving issues in an effective and efficient manner.
This role is shared between two people on a two-week responsibility rota. This means that, once trained, you will spend two weeks out of four in the Ticket Coordinator role, managing ticket flow, establishing priority, technical escalations and advocating for quality and accuracy in the ticket flow of the department as a whole. You will be the point of contact for the Support Department and as a result, a focus on consistently high-quality communications is key. You will also be liaising directly with our 3rd-line IT/AV and Telephony engineers based in the E.U and U.S. The other two weeks will be spent in the Support Technician role, focusing on resolving technical issues, working directly on active support tickets. Neither role is locked-in to this structure in practice and you will be periodically tasked with aspects of each role to best address the department's reactive nature.
This is an entry level position within the company with considerable room for advancement. The exposure to a wide range of technical disciplines, technologies and all aspects of our support responsibilities means that the progression of your skill set and experience with different areas of IT and AV support will be accelerated. As the individual develops in the role, a training plan based on your own ambitions, areas of interest and the areas the company wishes to focus on will lead to you fast becoming a functional expert in your chosen IT/AV speciality.
Essential Duties and Responsibilities
Ticket-flow management and escalation per defined procedures.
Assisting clients with software and hardware issues.
Assisting with server maintenance tasks.
Assisting with software implementation and systems configuration.
Providing issue resolution for desktop, server, data, telecommunications, satellite, and A/V systems.
Testing and performing system upgrades to maintain maximum system reliability.
Writing and maintaining documentation including monthly reports, site information spreadsheets, user guides, etc.
Performing other duties as assigned by management.
Due to the 24/7 support environment occasional Rota-based weekend shifts may be required once training is complete.
Preferred Experience and Skills
Working knowledge of Windows 7, 8, 10 and OS X in an AD environment
Working knowledge of Windows Server 2003 to 2016
Familiarity of computer hardware building, imaging, testing, troubleshooting, and repair
Familiarity of network technology to include DHCP, switches, routers, firewalls, NAT, wireless protocols, and TCP/IP
Working knowledge of anti-virus software, common web browsers and MS Office.
Configuration, maintenance and repair of network printers
Ticketing/Client Issue Management - Software, Procedures, documentation, escalation
The position requires excellent verbal and written communication skills, independence, the ability and willingness to travel internationally, and a desire to learn
Explain technical issues and resolutions in an empathetic, patient, non-technical manner
Effectively prioritize tasks and client issues in accordance to defined standards
Have a detail-oriented working style
A tenacity for solving problems both for the short and long term
Share knowledge with team members, superiors, and users
The ability to apply knowledge to new situations
Valid Driver License
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, talk, and hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee is occasionally required to lift more than 30 kilograms. The vision requirement includes: the ability to adjust focus; depth perception; peripheral vision; distance vision; and close vision.
Thank you, but we will not be accepting recruitment agency submissions or contact requests.