Assistant Systems Manager

The Assistant System Manager’s (ASM) role is to ensure the streamlined operation of the IT Department on board the ships and its alignment with the business objectives of the organization. This individual will participate, implement, and maintain all related IT systems on board the ship. The ASM will report to the System Manager who will provide guidance a direction on priority, goals, and objectives for the day. The ASM is empowered to identify and make recommendations to the System Manager that would assist and resolve support issues in a cost-effective manner for all aspects of the on board environment.

Responsibility and Authority

• _ Guest Experience _
  • Demonstrates a genuine concern for guests’ wellbeing at all times;
  • Pro‑active approach to problem solving;
  • Ensuring staff training, development and knowledge throughout all areas of the Operation is maintained at optimum levels to facilitate the guests’ experience.
• _ Operational and Administrative _
  • Provide level 1 support to all computer users and guest as required.
  • Log and manage through resolution all support requests into the help desk system. Ensure all support requests contain the most up to date status.
  • Assist the System Manager as needed to maintain optimal level of IT services on board.
  • Assistant System Manager will be fully responsible for setting up Embarkation on or off the ship. This includes
    • Preparing the day prior to ensure all hardware is staged and ready to be deployed the next day,
    • Deployment/setup of the Embarkation Units,
    • Troubleshooting any issues preventing the operation of checking guest into the system,
    • The packing/storing all the equipment at the end of the Embarkation process.
    • Inform System Manager of any issues that may affect the operations of Embarkation.
  • Keep the System Manager apprised of the status of all pending issues and support requests.
  • Responsible for advising System Manager any shipboard changes that might affect the IT operations of systems.
  • Perform preventative maintenance of printers and other hardware accessories to maintain optimal level of operations and keep the hardware within warranty, if applicable. Document work perform into the helpdesk system.
  • Assist, if necessary, in the coordination of technician and vendor visits for repairs and modifications to the computer systems that are under the Shipboard Systems environment. This includes coordinating a ship pass, meeting the technician, arranging access to the equipment to be repaired and monitor the repair.
  • Prepare any of the necessary paperwork when disposing or landing hardware off the ship.
  • Provide support to all users of systems which includes; troubleshoot problems or the coordination of solutions with the System Manager and/or Corporate.
  • Evaluate the urgency of all support requests and advise System Manager for those that are high to critical.
  • Ensure copyright policies and infringements are not being violated and would be against best practices and company policy. Report all violations to the System Manager.
  • Maintaining an updated inventory of spare parts and ensuring that all spare equipment is in good working order.
  • Provide user technical support or interpretation of documentation, as needed.
  • Assist in the deployment, monitoring, maintenance, upgrade, and support of all shipboard IT systems, including servers, PCs, operating systems, hardware, software, and peripherals.
  • Report any provision requests of shipboard end‑user services, including help desk and technical support services to the System Manager.
  • Keep current with the latest technologies.
  • Practice asset management for shipboard IT hardware, software, and equipment.
  • Trains users on application where required and possible.
  • Establish and maintain regular written and in‑person communications with the System Manager of all activities.
  • Responsible for an end of contract turnover report and training (if necessary) of shipboard systems for the next ASM assuming the role; Report to include, but not limited to, any pending user request or projects in progress.
  • Responsible for the correct implementation of the Cyber Security Procedure, as described.
• _ Operations and Applications _
  • Preventive maintenance of equipment in the form of cleaning and/or testing to preserve equipment;
  • Recovering systems, file or programs when required;
  • Provide support for regular Hotel operations; troubleshoot problems or coordinate solution with Systems Manager should the users experience problems when performing any day‑to‑day processes.
  • Understand the operation of the equipment that falls under the Shipboard Systems realm and hot