What are the responsibilities and job description for the HAL - IT Support Specialist position at Holland America Line?
Description
The IT Support Specialist works with a designated supervisor to ensure that the vessel’s guest-facing technology systems are working efficiently and that they are well maintained. The role of the IT Support Specialist is mainly focused on supporting and maintaining stateroom TVs, digital signage, mobile app, shipboard connectivity, shipboard PCs, laptops, tablets, phones, and printers, as well as their underlying infrastructure. The IT Support Specialist provides direct guest and crew end user support, troubleshoots and records reported issues where required and trains front-line shipboard staff on guest technology systems.
This is an entry-level position with room to grow into an IT system administration role. We provide training opportunities.
IT Related Responsibilities
Day-to-Day Support:
- Maintain stateroom IPTV and WiFi system and its infrastructure, provide day-to-day operational support for stateroom TVs, stateroom network switches and access points, digital signage, the Broadcast Center and the satellite TV System including antennas and receivers.
- Assist with maintenance of the onboard satellite internet system and its infrastructure including antennas and modems, provide day-to-day operational support for guest/crew and admin connectivity, record and troubleshoot issues, liaise with the satellite vendor.
- Be the escalation point for front-line staff for guest and crew with the use of satellite internet, mobile app and IPTV.
- Train front-line staff on first-line support of satellite internet, mobile app and IPTV, maintain documentation.
- Provide operational support for desktops, laptops, peripherals, mobile devices as well as user support.
- Manage onboard IT inventory as directed by the IT Officer.
- Assist with receiving, tracking and off-loading all IT-related equipment on and off the vessel.
- Assist with daily, weekly, monthly checklist tasks as instructed by the IT Officer.
- Submit a weekly status report to the IT Officer in charge.
- Create a hand-over report for the incoming IT Support Specialist.
Scope of supported systems:
- Monitor, administrate through GUI where applicable, troubleshoot, replace hardware, document:
- Guest and crew digital technology systems including IPTV, TVRO and mobile app
- Stateroom guest and crew technology including TV
- Digital signage
- Satellite internet systems including infrastructure (VSAT)
- Assist with installing, imaging, setting up, repairing and replacing shipboard PCs, laptop, tablets, phones, printers, scanners and network equipment such as switches, WiFi access points
- Create and manage incident tickets.
- Train end-users on guest technology systems.
Leadership:
- Lead by example in matters of professionalism, ethics, responsibility, integrity, ownership, engagement, and personal presentation.
- Adapt to a 24/7 environment for up to 6 months at a time and participate in an on-call rotation for assigned systems.
- Represent the IT department and the brand in a positive and professional manner.
- Ability to interface with all levels within the organization.
Policies / Procedures:
- Fulfill emergency duty as assigned in the Ships Mustering System; ensure attendance to applicable trainings in a timely manner and educate themselves on any written communication to execute any emergency function efficiently.
- Follow and adhere to all fleet regulations related to health and safety procedures, training, and requirements.
- Follow HESS policies and procedures provided by shore side Fleet IT, Ships management and the Company.
Note:
- Other duties may be assigned at ship management’s discretion including but not limited to Health, Environmental, Safety and Security.
- Must be able to lift up to 50lb, walk stairs, stand for a prolonged period of time.
Experience and Skills
Experience:
- Working knowledge of hardware and software customer support with a focus on end-user compute including smart phones.
- Experience with non-technical end-user training.
Technical skills:
- Ability to troubleshoot hardware, software, smart phones, desktops, laptops, tablets and printers.
- Ability to replace hardware.
- Must have Windows, iOS and Android device operational and level 1 support skills.
Soft Skills / Leadership:
- Excellent written, oral communication and presentational skills in English.
- Good organization, time management and prioritization skills.
- Great customer service and interpersonal skills.
Certifications:
- CompTIA A or equivalent experience required.
About Holland America Line
Holland America has been showing guests the world’s rare and renowned treasures for over 150 years. The premium cruise line calls on more than 450 ports in nearly 100 countries across all seven continents and offers itineraries ranging from short getaways to around-the-world Grand Voyages. On board Holland America’s perfectly sized ships, guests will find fresh regional cuisine featuring locally sourced ingredients while enjoying the cruise line’s award-winning, personalized service. Once the sun goes down, they’ll have their pick of music venues boasting some of the most recognizable names in the industry: B.B. King’s Blues Club; Rolling Stone Lounge; and Billboard Onboard. Holland America is based in Seattle, Washington.
