Fleet IT Support Analyst

JOB SUMMARY

The Fleet IT Support Specialist provides advanced technical support for onboard vessel systems, including hardware, software, and connectivity. This role is responsible for troubleshooting and resolving issues, supporting deployments, and ensuring reliable, secure IT operations across the fleet.

Working with the Fleet IT Director and Superintendent, the Specialist helps prioritize support and project work, while traveling as needed to deliver hands-on support and maintain operational continuity.

ESSENTIAL DUTIES 

• Serve as the primary point of contact for fleet SATCOM systems, including Starlink, OneWeb, VSAT, and cellular connectivity
• Provide remote and onsite technical support on issues or requests for our vessel-based systems, including computer equipment, business applications, hardware, software, and networks
• Manage and resolve support requests using Jira, ensuring adherence to SLAs and proper ticket prioritization
• Analyze recurring technical issues, identify root causes, and recommend long-term solutions and process improvements
• Install, configure, maintain, and repair onboard computer hardware and software systems
• Develop and maintain user training materials and documentation for deployed technologies
• Ensure all fleet devices meet company security standards, including patching, encryption, and endpoint protection
• Maintain and regularly update internal procedures and technical documentation
• Track and manage inventory of IT equipment, software, and licenses across the fleet
• Support procurement, provisioning, and deployment of IT equipment to vessels
• Assist with audits and ensure compliance with internal policies and regulatory requirements
• Work with stakeholders
• Implement and maintain endpoint security controls, including access management and device hardening
• Assist with supporting of onboard AV and Broadcast systems
• Coordinate with Logistics to ensure timely and accurate delivery of IT equipment to vessels
• Maintain standardized device configurations and system images to ensure consistency across the fleet
• Travel to vessels as needed to provide hands-on technical support
• Participate in an on-call rotation to support off-hours and weekend operational needs
• Collaborate with external vendors to coordinate support, maintenance, and service delivery
• Contribute to special projects and initiatives aligned with Fleet IT and broader business needs

MINIMUM QUALIFICATIONS

• Bachelor’s Degree in Computer Science/Management Information Systems/Computer Information Systems
• Comptia Network+, CCNA or equivalent certification
• 3–5 years of experience in an IT support or technology operations role, preferably in a distributed or remote environment
• Strong technical proficiency across enterprise systems, including endpoint hardware, operating systems, networking fundamentals, IT security, and remote support tools
• Solid understanding of computer systems, mobile devices, and modern workplace technologies
• Demonstrated ability to diagnose, troubleshoot, and resolve complex technical issues efficiently and independently
• Excellent verbal and written communication skills in English, with the ability to clearly convey technical concepts to non-technical users
• Strong customer service orientation with the ability to remain calm, professional, and effective under pressure
• High level of discretion and ability to handle sensitive and confidential information appropriately
• Strong analytical and problem-solving skills with attention to detail
• Ability and willingness to travel internationally as needed; valid passport required
• Ability to travel internationally & domestically 

TECHNICAL SKILLS & PROFICIENCY

• Proficiency in Windows and macOS operating systems, with a solid understanding of endpoint support and administration
• Experience supporting iCafe systems for Guest Internet Access
• Working knowledge of networking concepts, including WAN, LAN, and VPN technologies
• Experience with Active Directory, including user account management and access control
• Proficiency with Microsoft Office Suite and general enterprise productivity tools
• Familiarity with endpoint security practices, including antivirus tools and associated policies
• Experience providing remote technical support using standard remote access tools
• Exposure to enterprise phone systems, with experience in Mitel environments preferred
• Experience supporting business applications in a production environment
• Experience and familiarity with supporting AV systems