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1st Line Technical Support – IT Tech / AV – Luxury Super & Mega Yachts

Incredible entry-level position for a tech savvy candidate with an interest in technology and Audio / Visual to enter the world of Luxury Super & Mega Yachts technology systems. With some equipment costing up to £1 million this really is a rare opportunity to work with the most cutting edge technology out there.
Role Info:
1st Line Technical Support / Ticket Coordinator – Marine Entertainment
Windsor, Berkshire
£25,000 – £29,000
Plus Pension + Career Progression
Who we are:
With experience on more than 150 of the world's largest yachts, we are a leader in marine entertainment, technology, satellite communication, automation, and control systems and services. The business has offices in Seattle, WA (USA), Portland, OR (USA), and London (UK), as well as employees around the globe.
If you want to join a company that offers considerable room for advancement with a training plan based on your own ambitions and areas of interest, let’s talk so you can “set sail” on your new adventure!
The 1st Line Technical Support Role:
We are looking to add an individual to our support team in a Ticket-Coordination and IT Support position.
The purpose of this position is to assist in the efforts of our Helpdesk Support team. The team responsibilities include remote and on-site troubleshooting, maintaining, testing, building and documenting IT & AV systems for various Mega yachts, Super Yachts and private residences around the world.
The support provided is expected to be available to our clients 7x24x365 and requires an attention to process, unique client requirements, and a passion for resolving issues in an effective and efficient manner.
The main focus of the position is the Ticket Coordinator role. This consists of managing ticket flow, establishing priority, technical escalations and advocating for quality and accuracy in the ticket flow of the department as a whole. You will be the point of contact for the Support Department and as a result, a focus on consistently high-quality communications is key. You will also be liaising directly with our 3rd line IT/AV and Telephony engineers based in the E.U and U.S.
The secondary aspect to the position is the Support Technician role, focusing on resolving technical issues, working directly on active support tickets.
Key Duties & Responsibilities:
+ Ticket-flow management and escalation per defined procedures.
+ Assisting clients with software and hardware issues.
+ Performing scheduled server maintenance tasks.
+ Assisting with software implementation and systems configuration.
+ Providing issue resolution for desktop, server, data, telecommunications, satellite, and A/V systems.
+ Testing and performing system upgrades to maintain maximum system reliability.
+ Writing and maintaining documentation including technical reports, site information spreadsheets, user guides, etc.
+ Performing other duties as assigned by management
+ Due to the 24/7 support environment occasional rota-based weekend shifts may be required once training is complete.
Preferred Skills:
+ Working knowledge of Windows and Mac OS X clients in an Active Directory environment.
+ Working knowledge of Windows Server utilities.
+ Familiarity with computer hardware building, imaging, testing, troubleshooting, and repair.
+ Familiarity of network technology to include DHCP, switches, routers, firewalls, NAT, wireless protocols, and TCP/IP.
+ Working knowledge of anti-virus software, common web browsers and MS Office.
+ Configuration, maintenance, and repair of network printers.
+ Ticketing/Client Issue Management – Software, Procedures, documentation, escalation.
+ The position requires excellent verbal and written communication skills, independence, the ability, and willingness to travel internationally, and a desire to learn.
+ Valid driving licence
+ Valid passport
Training & Progression:
This is an entry level position within the company with considerable room for advancement.
The exposure to a wide range of technical disciplines, technologies and all aspects of our support responsibilities means that the progression of your skill set and experience with different areas of IT and AV support will be accelerated.
As you develop in the role, a training plan based on your own ambitions, areas of interest and the areas the company wishes to focus on will lead to you fast becoming a functional expert in your chosen IT/AV specialty.
Interested? Apply here for a fast-track path to the Hiring Manager
Your Background / Previous Roles May Include:
1st Line Support Engineer, Support Analyst, Helpdesk Analyst, 1st Line Engineer, Technical Engineer, IT Support Engineer, Helpdesk Engineer, Ticket Coordinator, AV Support, Tech Support
Application notice… We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR

Pension + Career Progression

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