Home Vacancies Tototheo Maritime Vacancy – Support Officer

Tototheo Maritime Vacancy – Support Officer

Job Purpose

We are seeking for an enthusiastic Tier 1 Support Officer, who will be monitoring and maintaining a wide variety of products and solutions within the Maritime Satellite Communications Industry.  Tasks will include, diagnosing software/hardware and technical problems, configuring different systems to suit customer’s requirements and being as efficient as possible in your resolution time.

The main job purpose of the Tier 1 Support Officer is to provide technical ad network problem resolution to the end-user (customers) by performing a question diagnosis while guiding users through step-by-step solutions.  When necessary, the Tier 1 Support Officer will follow specific procedures to escalate technical problems to a Tier 2 Support Officer.

This is a critical and important role to the company because the Tier 1 Support Officer represents the organization and is the direct point of contact for our customers, during critical moments.  

Main Duties and Responsibilities

  • Research and identify solutions when software and hardware issued occur
  • Diagnose and troubleshoot technical issues, including account setup and network configuration relating to Tototheo products
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track issues through to resolution, within agreed time limits
  • Guide the end-user through a series of actions, either via phone or email, until they’ve solved a technical issue
  • Properly escalate unresolved issues to the appropriate Tier 2 Support Officer
  • Provide prompt and accurate feedback to the customer
  • Refer to internal database or external resources to provide accurate tech solutions
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure proper functionality of services and solutions provided
  • Maintain and develop a solid professional relationships with existing and new clients
  • 24/7/365 shift work to provide technical support upon request from the customer at any time (shift patterns between colleagues will take place)


  • Excellent knowledge of the English Language
  • Good communication skills (written and oral)
  • Computer literacy
  • Networking & Knowledge of services and protocols such as DNS, HTTP, SMTP, STP, SNMP, DHCP
  • Excellent problem-solving skills
  • Flexibility and adaptability to juggle a range of different tasks and to work extra hours to meet deadlines
  • The ability to work under pressure and to tight deadlines
  • Ability to work collaboratively across departmental functions.
  • The ability to assess and modify your own approach when speaking to customers
  • The ability to deal with difficult calls whereby the caller may not have English as a first language
  • The ability to provide good analysis, sometimes at a short notice, due to the urgency of each requirement from the customers
  • Experience with monitoring solutions and procedures
  • Ability to provide step-by-step technical help, both written and verbal
  • A Degree in Computer Science, Computer Network Administration, Information Systems Management or adequate experience in a similar position
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