Technical Support Analyst

at  Seafar NV

Hello! Are you the problem solver with a thirst for innovation and technology that we are looking for?
Do you want to make a real impact as a Pioneer in a growing sector? If so, why not come join our bright, energetic and vibrant team! Seafar prides itself on its core values: INNOVATION, CUSTOMER, QUALITY, PERSEVERANCE and GROWTH. If you breathe these values, then we could be the right fit for each other.
As a Technical Support Analyst, your responsibilities include fielding/assigning Level 1 & 2 technical support cases and also solving these cases yourself by way of advanced root cause analysis and problem-solving. The Analyst will also conduct advanced hardware and software configurations and remotely support colleagues in the field.
There is also the opportunity to travel to customer sites/vessels to further support issues unable to be solved remotely (travel up to max 20%). This job revolves around having an in-depth understanding of IT principles and support is currently provided for the BeNeLux region and Germany.

Main responsibilities

• Coordinates customer requests for Tier 1 & 2 technical support, working through issues to conclusion. Expected to answer the Tech Support telephone line and monitor and maintain the Tech Support e-mail inbox to consequently fix and repair breakdowns, system faults and perform troubleshooting for hardware, software, networking, databases and firewalls.
• Documents all support tickets in Odoo, including root cause analysis, corrective action, closure comments. Responsible for adding information to the online Knowledge Base.
• Works with and coordinates the R&D & Projects team - testing the Seafar software, understanding and reporting enhancements and bugs. Raises bugs (in Azure DevOps) to enable developers to work on bug fixes. Provides feedback on hardware/integrations issues to R&D team.
• Connects remotely to systems to troubleshoot, diagnose problems and and assist customers.
• Occasionally provide out of hours (on-call) support to customers and document issues in the ticketing system and knowledge base (on rotation every 5 weeks).
• Provide hardware and software training on our solutions to customers by way of classroom training, remote training and user manual maintenance.

Does this sounds like you?
1. Bachelor’s degree in computer science or technology-related subject.
2. Service/Customer/Technical Support experience of 3+ years in a technical environment working with software and hardware. Customer-first mindset.
3. Fluent in Dutch, French and English. Other European languages are a plus.
4. Good communication, presentation, time management and listening skills. Is highly professional outwardly to external customers.
5. Excellent problem-solving skills. Is meticulous with high attention to detail and always aims to find the root cause via 5-why analysis.
6. Ability to think in a structured and logical manner.
7. Technical and mechanical aptitude/affinity – particularly to IT (IIS, SQL, HTML, Windows, Servers, Networking, Programming Languages) and mechanical hardware.
8. Knowledge of the ITIL service management framework
What’s our offer?

Seafar is the only technology and service company within the autonomous shipping sector that is commercially operating at scale. By joining Seafar you would:

• Be accelerating your career at an innovative and unique maritime tech company in full growth mode, with lots of exciting challenges to crack
• Work on building from the ground up the technology and service company transforming the shipping industry
• Get offered a salary tailored to your needs
• Making an impact in collaboration with a team of enthusiastic and determined colleagues just like you

• Be celebrating many industry firsts – ever landed on the moon? That’s how it feels like when working at Seafar!

  Excited?
  Don’t hesitate to apply! Get on board because we need you over here

• Coordinates customer requests for Tier 1 & 2 technical support, working through issues to conclusion. Expected to answer the Tech Support telephone line and monitor and maintain the Tech Support e-mail inbox to consequently fix and repair breakdowns, system faults and perform troubleshooting for hardware, software, networking, databases and firewalls.
• Documents all support tickets in Odoo, including root cause analysis, corrective action, closure comments. Responsible for adding information to the online Knowledge Base.
• Works with and coordinates the R&D & Projects team - testing the Seafar software, understanding and reporting enhancements and bugs. Raises bugs (in Azure DevOps) to enable developers to work on bug fixes. Provides feedback on hardware/integrations issues to R&D team.
• Connects remotely to systems to troubleshoot, diagnose problems and and assist customers.
• Occasionally provide out of hours (on-call) support to customers and document issues in the ticketing system and knowledge base (on rotation every 5 weeks).
• Provide hardware and software training on our solutions to customers by way of classroom training, remote training and user manual maintenance