Provide expert-level technical support for complex hardware, software, system, and
network issues escalated from first-line support.
• Act as first-line support when required, including handling service desk tickets, end-user
support requests, and troubleshooting IT and AV systems.
• Administer Microsoft Intune for endpoint management, including device enrollment,
configuration policies, application deployment, and compliance reporting.
• Manage patching operations across client devices using Intune, Endpoint central maneg
engine, and WSUS, ensuring systems remain secure and up to date.
• Lead device imaging and deployment processes using Microsoft Deployment Toolkit (MDT),
Task Sequences, and Windows Autopilot.
• Administer and optimize ITSM systems for efficient incident, request, asset, and change
management workflows.
• Provide operational support for AV (Audio-Visual) equipment, including meeting rooms,
video conferencing systems, and related peripherals.
• Collaborate closely with IT Infrastructure, Applications, and Cybersecurity teams to support
projects and resolve technical issues.
• Participate in hardware refreshes, software rollouts, system upgrades, and IT deployments
onboard vessels and in offices.
• Maintain and update technical documentation, including system configurations, imaging
procedures, patching schedules, and AV troubleshooting guides.
• Ensure compliance with IT security policies and standards during all support and
deployment activities.
• Act independently within assigned technical responsibilities, escalating only when necessary
to the IT Team Leader.
• Provide technical guidance to junior IT Support Engineers when needed, without holding
formal supervisory or leadership duties.

Certification Requirements:
Must Have:
o Microsoft Certified: Azure Fundamentals (AZ-900)
o Microsoft Certified: Endpoint Administrator Associate (MD-102)
o ITIL Foundation Certification
Preferred:
o Microsoft Certified: Identity and Access Administrator Associate (SC-300)

Generic Accountabilities:

1. Safety, Health, Environment, & Quality (SHEQ):
Adhere to all COMPANY SHEQ policies to ensure safety and compliance.
2. Policies, Systems, Processes, and Procedures:
Follow all departmental policies to ensure consistent and controlled work execution.
3. Other Duties:
Carry out any other duties assigned by the IT Service Desk Team Lead.