IT Technical Staff

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Supporting and maintaining Information Technology company managed systems and equipment onboard vessel under supervision of Assistant Systems Manager and Systems Manager
 

ESSENTIAL FUNCTIONS

• Performs computer operations as detailed in the shipboard IT Run Books, onboard and Intranet documentation and as requested by ship and shore side IT Management and IT Support Teams. 
• Responsible for logging reporting and documenting professionally all shipboard system changes, including but not limited to hardware, software, user access to systems and applications as required by SOX and IT Audit.
• Provide onboard support, preventive maintenance, maintenance for all company IT assets, applications, software, and hardware. Including but not limited to workstations, point of sales 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.
• Critical calls, issues, or requests - with high impact on revenue, guest satisfaction, or ship operation - must be responded to promptly and professionally 24/7.
• Non-Critical calls, issues or requests – must be acknowledged and attended to according to onboard advertised IT department operational schedule.  
• Takes direction from Systems Manager as to division of responsibilities and assignments. 
• Establish and maintain regular written and in-person communications with System Manager/Assistant Systems Manager of all activities.
• Responsible for advising Systems Manager of any shipboard changes that might affect the IT operations of systems.  Keep Systems Manager/Assistant Systems Manager apprised of the status of all pending issues and support requests. 
• Provides users support and assistance in use of company specific applications and specialized Property Management Systems.
• Extension of NCLH SOC for Cybersecurity incident monitoring and response.
• Ensure copyright policies are not being violated against best practices and company policy. Report all violations to the System Manager/Assistant Systems Manager. 
• Maintaining an updated inventory of spare parts and ensuring that all spare equipment is in good working order.
• Follow directives of onboard management to 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 the business as well as the latest technology advancements.
• Responsible for an end of contract turnover report and training (if necessary).
• 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 SMS; and carry out the policies and procedures appropriate for his/her position.

QUALIFICATIONS

• Minimum one (1) years of professional and practical experience troubleshooting, diagnosing, and repairing IT hardware and software systems.  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 knowledge and understanding of TCP/IP and networking concepts is required.
• Intermediate knowledge and experience with networking (wired /wireless) troubleshooting, cabling, tools, and testers is required.
• Intermediate to advanced experience with mobile devices: tablets / PDAs / smartphones, is required.
• Intermediate 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 experience with Microsoft Windows OS Workstation, deployment connectivity management and troubleshooting. 
• Intermediate knowledge and understanding of security concepts such as authentication and authorization is required.
• Intermediate knowledge, understanding and experience with remote access / remote assistance, leveraging Windows OS built (RDP / MSRA) as well as 3rd party remote assist applications. 
• Intermediate knowledge with the client administration capabilities of Windows Server OS and familiarity with OS management tools is required.
• Intermediate knowledge and understanding of virtualized environments, is required.
• Intermediate knowledge and experience with deployment, packaging, imaging, operating systems and application patching, leveraging software and automations.
• Intermediate knowledge and experience working with various types of operating systems, including but not limited to: Apple, Android and Linux is required.
• Intermediate knowledge and experience with managing and troubleshooting  Microsoft Office applications, productivity and image processing applications, Hospitality Management Systems (HMS), Point of Sales (POS)
• Intermediate to advanced knowledge with time management, planning and scheduling software and tools is required.

EDUCATION 

• Highschool diploma or foreign equivalent is required. 
• Proof of Microsoft training or certification (server/desktop) - preferred.
• Proof of Training or Certifications such as Cisco, VMWare certifications - preferred.
• Preferred General IT certifications or formal training in IT systems currently in use onboard the vessels from a recognized educational institution. 

ATTRIBUTES  

• Good customer service skills
• Good troubleshooting skills, 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 scripts and batch files.
• 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/virtual team
• Ability to assimilate technical knowledge both in normal conditions, and short notice 
• Intermediate skills in typing and computer software skills including but not limited to Microsoft Office products, HMS, POS - preferred.
• Good documentation and communication skills
• Proactive approach in assessing problems to identify solutions.
• Good time management and planning skills 
• Passionate about hospitality and customer service
• Must have a professional appearance and good hygiene
• Respect for all co-workers and guests
• Able to work 7 days a week
• Demonstrate positive behaviors, smiling, being polite and courteous
• Able to develop a camaraderie with team members
• Ability to live in close quarters, share limited space with other cabin-mates

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.