Hello! 👋 Are you the problem solver with a thirst for innovation and technology that we are looking for?
Do you want to make a real impact as a Pioneer in a growing sector? If so, why not come join our bright, energetic and vibrant team! Seafar prides itself on its core values: INNOVATION, CUSTOMER, QUALITY, PERSEVERANCE and GROWTH. If you breathe these values, then we could be the right fit for each other.
As a Technical Support Analyst, your responsibilities include fielding/assigning Level 1 & 2 technical support cases and also solving these cases yourself by way of advanced root cause analysis and problem-solving. The Analyst will also conduct advanced hardware and software configurations and remotely support colleagues in the field.
There is also the opportunity to travel to customer sites/vessels to further support issues unable to be solved remotely (travel up to max 20%). This job revolves around having an in-depth understanding of IT principles and support is currently provided for the BeNeLux region and Germany.
🤓 Main responsibilities
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Coordinates customer requests for Tier 1 & 2 technical support, working through issues to conclusion. Expected to answer the Tech Support telephone line and monitor and maintain the Tech Support e-mail inbox to consequently fix and repair breakdowns, system faults and perform troubleshooting for hardware, software, networking, databases and firewalls.
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Documents all support tickets
in Odoo, including root cause analysis, corrective action, closure comments. Responsible for adding information to the online Knowledge Base.
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Works with and coordinates the R&D & Projects team - testing the Seafar software, understanding and reporting enhancements and bugs. Raises bugs (in Azure DevOps) to enable developers to work on bug fixes. Provides feedback on hardware/integrations issues to R&D team.
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Connects remotely to systems to troubleshoot, diagnose problems and and assist customers.
- Occasionally provide out of hours (on-call) support to customers and document issues in the ticketing system and knowledge base (on rotation every 5 weeks).
- Provide hardware and software training on our solutions to customers by way of classroom training, remote training and user manual maintenance.
