Technical Support Analyst

Job title:

Technical Support Analyst

Company:

Seafar NV

Job description

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

• 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.
• Documents all support tickets in Odoo, including root cause analysis, corrective action, closure comments. Responsible for adding information to the online Knowledge Base.
• 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.
• 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.

👇 Does this sounds like you?1. Bachelor’s degree in computer science or technology-related subject.2. Service/Customer/Technical Support experience of 3+ years in a technical environment working with software and hardware. Customer-first mindset.3. Fluent in Dutch, French and English. Other European languages are a plus.4. Good communication, presentation, time management and listening skills. Is highly professional outwardly to external customers.5. Excellent problem-solving skills. Is meticulous with high attention to detail and always aims to find the root cause via 5-why analysis.6. Ability to think in a structured and logical manner.7. Technical and mechanical aptitude/affinity – particularly to IT (IIS, SQL, HTML, Windows, Servers, Networking, Programming Languages) and mechanical hardware.8. Knowledge of the ITIL service management framework🤝 What’s our offer?Seafar is the only technology and service company within the autonomous shipping sector that is commercially operating at scale. By joining Seafar you would:

• Be accelerating your career at an innovative and unique maritime tech company in full growth mode, with lots of exciting challenges to crack
• Work on building from the ground up the technology and service company transforming the shipping industry
• Get offered a salary tailored to your needs
• Making an impact in collaboration with a team of enthusiastic and determined colleagues just like you
• Be celebrating many industry firsts – ever landed on the moon? That’s how it feels like when working at Seafar!

🤩 Excited?Don’t hesitate to apply! Get on board because we need you over here!

Expected salary

Location

Anvers

Job date

Tue, 17 Sep 2024 23:04:35 GMT

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