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Assists the Systems Manager in maintaining all IT systems and equipment onboard vessel. In order to consistently exceed guest expectations and provide the highest levels of product and services, additional duties and responsibilities may be assigned as needed.
Essential Functions
- Performs computer operations as described in the shipboard Run Books, Onboard, Intranet documentation and as requested by the ship and shore side IT Management and Support Teams.
- Responsible for logging and reporting all shipboard system changes, including but not limited to, hardware, software, user access to systems and applications as required by SOX and Internal Audit.
- Provide onboard support, preventive maintenance, maintenance for all company IT assets, applications, software and hardware, including but not limited to, workstations, POS terminals, printers, scanners, peripheral attached devices, mobile devices, networking devices, servers and related hardware.
- User requests must be responded to promptly and professionally according to Onboard working schedule and business priority.
- Responsible for responding promptly and professionally to any critical calls, issues or requests.
- Non-Critical calls, issues or requests must be acknowledged and attended to according to onboard IT department operational schedule.
- Establish and maintain regular written and in-person communications with the System Manager of all activities.
- Responsible for advising the Systems Manager of any shipboard changes that might affect the IT operations of systems.
- Keep the Systems Manager aware of the status of all pending issues and support requests.
- Provide users with support and assist with the use of common PC software and specialized Property Management Systems.
- Ensure copyright policies are not being violated which would be against best practices and company policy. Report all violations to the System Manager.
- Maintain an updated inventory of spare parts and ensure that all spare equipment is in good working conditions.
- Adhere to all behavioral, safety and other rules for crew members and keep onboard management informed of any IT issues and policies that affect shipboard operations in their areas of responsibility. Keep current with directions, procedures, technical documentation and trainings provided by business as well as the latest technology advancements.
- • Responsible for preparing an end-of-contract turnover report and training (if necessary) of shipboard systems for the next Assistant Systems Manager (ASM) assuming the role. The report should include any pending user requests or projects in progress.
- Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
- Must be familiar with the Safety and Environmental Protection Policy and the SMS, and carry out the policies and procedures appropriate for their position.
Qualifications
- Minimum three (3) years of professional and practical experience in troubleshooting, diagnosing and repairing IT hardware and software systems.
- Knowledge in interactive/direct contact with systems administration, various productivity software applications, and user operational experience is required.
- Intermediate to Advanced level English verbal and writing skills, including the proper use of English grammar is required.
- Intermediate to Advanced knowledge and understanding of computer hardware and architecture is required.
- Intermediate to Advanced knowledge and understanding of TCP/IP and networking concepts is required.
- Intermediate to Advanced knowledge and experience with networking (wired /wireless) troubleshooting, cabling, tools and testers is required.
- Intermediate to Advanced experience with mobile devices such as tablets, PDAs and smartphones are required
- Intermediate to Advanced Windows and Active Directory knowledge such as domain user accounts, domain versus local user accounts, user profiles, group membership, shares and security permissions is required.
- Intermediate to Advanced knowledge and understanding of security concepts such as authentication and authorization is required.
- Intermediate to Advanced knowledge, understanding and experience with remote access/remote assistance such as Microsoft RDP, Microsoft Remote Assistance, VNC is required.
- Intermediate to Advanced knowledge with the client administration capabilities of Windows server and familiarity with server operating systems management tools is required.
- Intermediate to Advanced knowledge and understanding of virtualized environments is required.
- Intermediate to Advanced knowledge with deployment, packaging, and imaging tools is required.
- Intermediate knowledge and experience working with various types of operating systems, including but not limited to, Apple, Android and Linux is required.
- Intermediate to Advanced capability to assess software specifications and requirements, in order to document, request approval and then coordinate installation according to company IT policies.
- Intermediate to Advanced knowledge with time management, planning and scheduling software and tools.
- Have the ability to work 7 days a week.
Education
- Highschool diploma or foreign equivalent is required.
- Microsoft certification, either MCSA, MCP, MCSE (server/desktop) or equivalent is required.
- Certifications such as Cisco (CCNA), VMWare (VCP) certifications are preferred.
- General IT certifications or formal training in IT systems currently in use onboard the vessels from a recognized educational institution are preferred.
Attributes
- Excellent customer service skills.
- Excellent troubleshooting skills in both hardware and software.
- Ability to perform clean installations or upgrades of industry standard Windows operating systems.
- Ability to migrate user-related data and settings from other versions of Windows operating system.
- Good understanding of scripting solutions – e.g., PowerShell.
- Ability to configure disks, partitions, volumes, and device drivers to enable Windows servers/workstations to function as desired.
- Ability to configure and troubleshoot permissions and other settings to allow access to resources and applications on Windows systems.
- Ability to assess and configure settings to enable network connectivity.
- Ability to assess, configure and troubleshoot a wireless network connection.
- Ability to assess, configure and troubleshoot Windows server/workstation security.
- Ability to configure mobile computers and devices.
- Ability to work in a team (virtually and in-person).
- Ability to assimilate technical knowledge both in normal conditions and short notice .
- Advanced skills and experience with computer software used onboard, including but not limited to, Microsoft Office products, cyber security solutions, image processing, general productivity applications, Hospitality/Management Systems (HMS), and Point of sales (POS), is required.
- Good documentation and communication skills.
- Proactive approach to problem solving and providing solutions.
- Excellent time management and planning skills.
- Passionate about hospitality and customer service driven.
- Must have a professional appearance and good hygiene.
- Respect for all co-workers and guests onboard.
- Demonstrate positive behaviors such as smiling, being polite and courteous.
- Able to develop a camaraderie with team members
EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
