Support Analyst

Position Summary:

The Fleet Support Analyst has a primary role to provide technical support and services for the shore, shipboard and island IT across Royal Caribbean, Celebrity, Silversea, Hapag-Lloyd, TUI and Mein Schiff brands.

This position reviews, resolves or escalates incidents reported by the Shipboard and Island IT teams.  Assists with delivering IT project assignments which may include some travel to shipyards or in production ships.

The ideal candidate should show initiative and have excellent analytical, communication & documentation skills.

Location: 8th Floor East Tower One Ayala Makati City

Essential Duties and Responsibilities:

1. Provide 1st and 2nd level support for a wide variety of Software Applications.
2. Escalate to 2nd & 3rd level support teams and coordinate across team Incident response for High\Critical and or complex issues.
3. Monitor, update & resolve incoming Incident, Problem, and Change tickets and Service Requests.
4. Analyze issues with existing software and develop support efficiencies.
5. Share knowledge and support new team members.
6. Assist with migrations, standards, and administration as needed.
7. Ability to adjust working hours (Day/Night shift) to support a 24x7 operation.
8. Prepare & communicate daily & weekly status reports.
9. Review, prepare and update documentation of key functions and troubleshooting processes.
10. May include travel assignments supporting in production or ships in dry docks.
11. Perform other duties as required.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Financial Responsibilities

• None

Qualifications:

• Bachelor’s Degree or equivalent experience in area of I.T. / Computer Science
• Excellent communication skills in English, both verbally and written.

Knowledge and Skills:

Working knowledge of:

• First and Second level support and delivering IT services, including projects.
• Strong customer service and troubleshooting skills.
• Professionalism in dealing with customers and other IT personnel.
• IT Documentation skills to document IT systematic problems and recurring issues.

Key skills:

• Attention to detail
• Strong desire to learn new systems and processes
• Dependable and accountable
• Aptitude for understanding technical concepts
• Good problem solving and analytical skills
• Sense of urgency in providing customer support
• Good interpersonal skills with customers and peers
• Flexible approach and adaptable to change
• Ability to prioritize.
• Good team player.
• Desire to progress in IT.
• Experience in working in with international colleagues and customers are beneficial.
• Knowledgeable in ticketing system such as Remedy and Experience in Remote support is an advantage.