Job Description

The Technology Specialist applies their conceptual knowledge of Technology and with a moderate level of guidance and direction from colleagues and leadership, is responsible for solving a range of straightforward Technology problems. They will be responsible for analyzing possible solutions using standard procedures, as well as building knowledge of the company, processes, and customers. The Technology Specialist understands key business drivers and applies this knowledge to solve problems in straightforward situations through analysis of possible solutions using technical experience, judgment, and precedents.

Key Tasks and Responsibilities:

• Apply broad knowledge of IT operations principles, business drivers, and related areas to impact results
• Build relationships with key functional stakeholders in the business and communicate appropriately with them
• Broad knowledge of various technologies (Windows 10, Windows 7, MS O365, Active Directory, Cisco UCS, Mobile Device Management, Cyber Security, Networking and Connectivity, Server Support, and Infrastructure Projects)
• Strong business acumen and the ability to translate technical terms into business terms required
• Responsible for day-to-day service operations. This includes providing regular infrastructure maintenance and support, with prompt resolution of issues, off-hours support, and compliance with IT governance and processes
• Proactively use root cause analysis to increase operational efficiency
• Effectively manage third-party service providers
• Liaise with vendors and application teams to drive the root cause analysis and problem resolutions
• Provide daily, weekly, and monthly reports to the appropriate audience
• Manage a team of IT support resources to provide best-in-class IT service to all functional users
• Manage performance of Level 2 & Level 3 services and support clients while ensuring service levels are achieved and customer expectations are met or exceeded
• Responsible for ensuring staff are meeting/exceeding expectations regarding performance and defined SLA metrics/benchmarks
• Work with senior leadership and management in the business units to communicate issues, resolutions, and impact on business, as well as report on Metrics/KPIs
• Develop end-user communications and ongoing technical training material is required
• Impact the quality of operations provided by internal and external operations teams
• Directly affects customer satisfaction through engagement with customers and by providing transparency into operational outcomes
• Manage and engage with external vendors & internal stakeholders to negotiate contracts and key deliverables of IT assets procurement and services
• Direct and oversee vendor work

Essential Qualifications and Education:

• Minimum Bachelor’s degree in computer science, computer engineering, or related field or equivalent work experience
• ITIL Certification nice to have
• 3+ years of work experience; Work experience can be waived with higher than minimum Degree requirement met Broad technical knowledge of end-user technologies (Windows 10, Windows 7, MS O365, Active Directory, Cisco UCS including WebEx and Jabber)
• In-depth knowledge of IT infrastructure operations (Networking and Connectivity, Server Support, Infrastructure Projects)
• Experience managing IT Asset lifecycle from procurement to inventory management and secure disposal
• Provide support after new systems are rolled out and train non-technical end users
• Strong Customer service skills
• Good verbal and written communication skills
• Knowledge of Microsoft operating systems and Office suites
• Follow processes and procedures
• Ability to solve highly complex, non-routine problems and coordinate troubleshooting efforts from various teams into a cohesive solution
• Enhanced root-cause analysis skills, with the ability to identify improvement opportunities in the technology stack, suggest improvements to current processes, and demonstrate a cross-functional approach to problem resolution
• Communication (written and verbal) and presentation delivery skills are required
• Strong PowerPoint skills are a must
• Experience with satellite technology (VSAT) to attend to vessels’ demands
• Responsible for critical work and complex projects performed within a broader technical and business context
• Ability to think creatively and come up with solutions quickly in critical environments
• Ability to work independently as well as within a team environment
• Desired excellent organizational, project management, and communication skills
• Must be able to successfully work on multiple projects simultaneously and work under tight deadlines in a results-oriented environment
• Proven people management and leadership skills and at least 5 yrs. of relevant experience
• Strong client-facing skills, with the ability to quickly establish rapport with client contacts at all levels
• P&L experience a plus
• Able to anticipate problems before they arise, plan effectively for future activities, and manage unplanned events in a controlled manner
• Experience in dealing with client contacts at a senior level
• Service delivery background in Infrastructure Management preferred
• Must be self-motivated, flexible, and highly resourceful to reach acceptable solutions at the Enterprise tier
• Must possess strong verbal & written communication skills, with demonstrated experience in effectively speaking to all levels of the organization
• Must possess strong verbal & written communication skills
• Able to travel if required for meetings

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