IT Technical Support Specialist

About the role

The IT Technical Support Specialist will be responsible for monitoring and resolving system, communications and client issues using our Zendesk ticketing platform. You will ensure smooth day‑to‑day operation of the helpdesk, support onboarding and off‑boarding processes, and provide on‑site and remote assistance across office and vessel environments.

Key responsibilities

• Monitor, triage and resolve tickets in Zendesk, adhering to best‑practice ticket fundamentals.
• Maintain and configure a range of IT tools and applications, including hardware setup, server OS installation and network equipment.
• Perform Active Directory and Office 365/Azure administration (user accounts, permissions, Teams and SharePoint configuration).
• Support employee onboarding, status changes and terminations, ensuring all IT requirements are completed.
• Provide second‑level on‑call support, including evenings and weekends, both onsite and remotely.
• Deliver IT orientations, training sessions and create technical documentation such as user guides.
• Assist with conference audio‑visual setups and travel to other offices or vessels for upgrades and projects.

Required profile

• Strong problem‑solving attitude with the ability to work independently and as part of a team.
• Willingness to participate in on‑call rotation and travel as needed.
• Commitment to continuous learning and staying current with emerging technologies.
• Excellent communication skills for interacting with users, vendors and partners.

Required skills

• Zendesk ticketing system
• Active Directory administration
• Office 365 and Azure (including Teams and SharePoint)
• Windows Server operating systems
• Hardware installation and configuration (workstations, printers, scanners, switches, network cards)
• Audio‑visual conference equipment setup
• Basic networking and troubleshooting