Online Technician

PURPOSE

POSITION SUMMARY:

Assists the Data System Manager with the IT Operations onboard the vessel supporting all Hotel related computer equipment, with a focus on but not limited to, Internet Café areas, Computer Classroom equipment, Guest Stateroom computer equipment.

To support Celebrity Cruises’ mission of sustaining “the world’s ultimate premium cruise line with a taste of luxury,” all duties and responsibilities are to be performed in accordance with Celebrity Cruises’ Pillars of Safety, Service and Style, ISM/ISO and SQM standards, USPH guidelines, and environmental regulations.

Each shipboard employee may be required to perform all functions in various service venues and throughout the ship. In accordance with Celebrity Cruises’ Pillars of Safety, Service and Style, as well as through Celebrity Connections, each employee conducts oneself   in a professional and courteous manner at all times. This consists of physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and Celebrity Family Member (CFM) areas.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The Online Technician Works closely with the Celebrity Online Manager to ensure that training classes for the Internet Café are adequately supported for all Guests needs.

• Provides support for all internet cafe certified applications. Answer, evaluate, and prioritize requests for assistance from users experiencing problems with internet cafe hardware, software, networking, and other computer-related technologies. Interview user to collect information about the problem and perform diagnostic procedures to determine source of error.
• Determine whether internet cafe problem is caused by hardware such as modem, printer, cables, or telephone. Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or other IT technical staff. Log and track calls using problem management database, and maintain history records and related problem documentation. Prepare standard statistical reports, such as help desk incident reports. Analyze and evaluate incident reports and makes recommendations to reduce help line incident rate.
• Assemble and configure basic network components and associated services if required. This includes, but is not limited to: set up and maintain basic network operations, including assembly of network hardware. Perform basic network troubleshooting to isolate and diagnose common network problems. Upgrade basic network hardware and software components as required.
• Install, upgrade and configure internet cafe printing, directory structures, rights, security, software and files services. Provide users with network technical support. Responds to needs and questions of users concerning their access of network resources. Install and test necessary software and hardware.
• Perform scheduled and preventative maintenance on all hardware and software as required, with a primary focus on maintaining the Internet Café and In-cabin equipment.
• Ensure all internet café hardware is re-imaged and updated with the latest antivirus applications each voyage.
• Ensure all PC’s have software installed as per Certified Applications Database.
• Notify Data Systems Manager of any hardware or software issues that can not be resolved onboard.
• Coordinate the repair of hardware such as printers, power sources, etc.  Prepares necessary customs clearance documentation for any equipment being offloaded for repair.  Tracks the shipment and return of all repair items.
• Run and prepare required reports and metrics from a variety of systems, as requested.
• Assist other IT staff in the set up and breakdown of the embarkation equipment.
• Attend meetings, training activities, courses and all other work-related activities as required
• Perform related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.

GUEST SERVICE RESPONSIBILITIES

• Assist guests as scheduled during internet café hours.
• Assist guests on the computers during the classes scheduled by the Celebrity Online Manager.
• Conduct oneself in a professional and courteous manner at all times. This consists of physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crew areas.

HIRING REQUIREMENTS

JOB SKILLS REQUIRED:

• Ability to conduct basic LAN and/or WAN trouble shooting diagnostics.
• Ability to operate basic office equipment, including telephones, computers and copy machines.
• Working knowledge of computers, Internet access, and the ability to navigate within a variety software packages such as Excel, Word, and PowerPoint.
• Understanding of accounting, bookkeeping or point of sale systems preferred.
• Ability to communicate tactfully with guests, department heads and shipboard employees to resolve problems and negotiate resolutions.
• Minimum 6 months experience in a user contact network help desk position along with desk top support experience in a Windows environment
• Bachelor’s degree in information technology or related field from an accredited college or university or the international equivalent preferred.
• Ability to speak English clearly, distinctly and cordially with co-workers and shipboard staff.
• Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors
  and co-workers.
• Completion of formal network administration training is preferred.
• Ability to speak additional languages such as Spanish, French or German preferred

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