Tier 1 Desktop Support Technician (2nd shift)

Description

Tier 1 Desktop Support Technician

Who We Are:

Veson Nautical is a well-established and rapidly growing software company working to provide end-to-end logistical, operational, and analytical solutions to propel the efficiency and effectiveness of Maritime Commerce.

The Opportunity:

As a Tier 1 Desktop Support Technician, you will provide frontline technical support to end-users, helping to maintain and troubleshoot desktops, laptops, and related IT systems. You’ll be the first point of contact for resolving technical issues, ensuring smooth day-to-day operations and minimizing downtime across the organization.

In this role, you will handle basic hardware and software problems, assist with system setups, and escalate more complex issues to higher-tier support teams. Your focus will be on delivering efficient, professional service to support a reliable and productive technology environment.

Shift & Schedule:

This role operates on a fixed second shift, running from 4 PM to 12 AM PHT, Sunday through Thursday. Employees working this shift will receive shift differential pay to compensate for working outside regular daytime hours.
 

Geographic Scope and Relationships:

This role primarily supports employees within the EMEA and APAC regions, providing both in-person and remote assistance. Occasionally, the technician may also provide remote support to employees in other global regions as needed. Approximately 90% of interactions are internal, working closely with end-users and internal teams. As an entry-level position, around 30% of the time will be dedicated to learning from managers and colleagues, while 70% focuses on delivering desktop support. Additionally, up to 10% of the role involves liaising with external vendors or suppliers to coordinate services and equipment support.

Responsibilities:

• Provide timely support services to employees with basic/first-level technical problems and information technology issues involving desktop, laptop, or network services. 
• Assist both onsite and remote employees. 
• Create and track help desk tickets in the system to ensure prompt and satisfactory resolution to ussies. 
• Install and support licensed and internal software/hardware.
• Track computer hardware and software assets.
• Provide support for Active Directory account management, including password resets, account unlocks, and user information updates
• Maintain and repair printers, PCs, laptops, monitors, and coordinate service repairs with tier 2 techs as needed.
• Escalate issues as necessary to appropriate support team. 

Qualifications:

• Ideally a degree level or equivalent qualification in an IT related discipline.
• Proficient in Microsoft Windows 10/11 and MacOS
• Proficient in supporting Microsoft Office 365, including Microsoft Teams
• Familiar with Active Directory and Group Policy
• Knowledge of SmartDeploy or other computer imaging tools
• Knowledge of Atlassian Jira Service Management (JSM) or similar ticketing systems
• Experience with Dell Latitude and Mobile Precision laptops
• Experience with Apple MacBook Air and MacBook Pro laptops. 
• Able to work independently and in small teams
• Excellent written and spoken English
• Track record of learning and applying new technologies to solve problems
• Excels at working in a fast-paced entrepreneurial environment
• Strong communication skills

More about Veson:

We are a team of multi-cultural, multi-disciplined professionals that are dedicated to making our clients successful and charting a new, innovative course for the commercial marine industry.

Veson Nautical employs a staff of extremely capable creators and innovators all focused on meeting the goals of our clients. We invest extensively in employee development and experience to maintain focus and enthusiasm. The Veson Nautical team is made up of a dynamic blend of engineers, artists, sailors, teachers, brokers, bankers, traders, consultants, and customer service experts.

Veson Nautical is a successful, rapidly growing global software company. Our clients are the world’s leading commercial maritime owners, operators and commodity trading companies.

Veson’s solutions enable our clients to identify new opportunities and proactively manage their business to make more profitable decisions. With offices in Manila, Singapore, Tokyo, London, Stoke-on-Trent, Houston and headquarters in Boston, USA, Veson Nautical is a dynamic organization with a committed team of professionals. Dedicated to ensuring the highest levels of client satisfaction, Veson Nautical brings decades of experience, technical knowledge, enthusiasm and commitment to clients around the world. The combination of exceptional market growth and leading market position make this a superb opportunity for the right candidate.