Responsibilities:

• Taking ownership of customer issues reported and seeing problems through to resolution.

• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.

• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Research and identify solutions to software and hardware issues.

• Diagnose and troubleshoot technical issues, including account setup and network configuration. • Ask customers targeted questions to quickly understand the root of the problem.

• Track computer system issues through to resolution, within agreed time limits.

• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.

• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).

• Refer to internal database or external resources to provide accurate tech solutions • Ensure all issues are properly logged.

• Prioritize and manage several open issues at one time. • Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

• Prepare accurate and timely reports.

• Document technical knowledge in the form of notes and manuals.

Skills and Qualifications

• Graduate in Software Engineering with relevant 4+ years of relevant experience.

• Proven work experience as a Technical Support Engineer or similar role.

• Hands-on experience with Windows/Linux/Mac OS environments.

• Good understanding of computer systems, mobile devices and other tech products.

• Ability to diagnose and troubleshoot basic technical issues. • Familiarity with Remote Desktop access using tool like Zendesk / Team Viewer / / ScreenConnect.

• Excellent problem-solving and communication skills.

• Ability to provide step-by-step technical help, both written and verbal.

• Understands Software Development Lifecycle and proficient in MS-Office.

• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.

About Us

Our mission is to prevent harm to people, environment, cargo or ship, through education and training of seafarers. We aim to do this through Micro-learning videos, Gaming apps for learning and Virtual Reality programs, Mentoring online. We also provide CBT’s, Webinars and long form courses where required. We specialize in making customized content as required by clients, especially in the field of re-creating incidents to learn from them. Our Digital Learning Management System is a comprehensive platform for managing the entire content in a way that allows the training department and the HSE departments to monitor the progress of every seafarer. Extensive analytics are available to encourage a learning mindset for the entire organization.