McKeil Marine is one of Canada's leading marine service providers. Experienced and adaptive, we deliver turn-key solutions that support our customers success in a wide range of transportation and project challenges. Customer service, safety, quality, and respect for the environment are at the heart of our operations. When you join McKeil Marine you can look forward to a very competitive total compensation program and a team of passionate colleagues in a fast paced, growing organization that supports all communities in which we operate.

IT Service Desk & Support

Join our IT team to support frontline tech operations in a dynamic marine environment. You'll assist with day-to-day First-line technical support for both onshore and vessel-based users, including basic troubleshooting, ticket triage, and frontline resolution of IT issues.

Key Duties & Responsibilities:

Frontline User Support (Shore & Vessel)

• Act as the first point of contact for all IT-related queries via phone, email, chat, or ticketing system.

Provide basic support for:

• Login/access issues (password resets, MFA, account lockouts)
• Email and Office 365 apps (Outlook, Teams, SharePoint, OneDrive)
• Printer/scanner troubleshooting
• Common Wi-Fi and connectivity issues (shore and vessel)

Ticket Logging, Categorization & Escalation

• Accurately log all issues and service requests into the IT ticketing system.
• Prioritize and triage tickets based on impact and urgency.
• Escalate unresolved or complex issues to Level 2 or vessel IT teams in accordance with SOPs.

Device Setup & Configuration

• Assist in preparing and deploying:
• Laptops, tablets, mobile phones
• Access points and networking devices (under supervision)
• Perform initial device imaging using cloud services, profile setup, and asset tagging for shore staff and vessel deployments.

Software Installation & Support

• Install and troubleshoot standard software packages (Office 365 Suite, browser plugins, antivirus).
• Troubleshoot and assist users with internal office systems
• Guide users through basic app usage and updates (e.g., SharePoint access, MS Teams settings, Outlook).
• Support mobile apps commonly used by crew and operations (e.g., Authenticator, OneDrive, Marine Traffic, Navionics).

Account Management & Access Control

• Create, disable, or modify user accounts in Active Directory, M365, and other cloud-based systems (under guidance).
• Manage access permissions for SharePoint folders and internal apps.
• Ensure compliance with user provisioning SOPs and security policies.

Support for Vessel Operations (Remote or On-Call)

• Provide basic IT support for vessels via remote tools, including:
• Confirming network and file sync issues
• Resetting onboard credentials
• Coordinating with vessel crew to guide local troubleshooting
• Document vessel-specific issues for L2 teams.
• Support for TV systems onboard
• Vessel printer support

Routine Monitoring & Housekeeping Tasks

• Perform daily/weekly checks (e.g., backup status, endpoint health).
• Support compliance with endpoint protection, patch status, and updates.
• Assist in logging and reporting usage trends and recurring problems.

Customer Service & Communication

• Maintain a helpful, professional, and timely approach when dealing with users.
• Communicate issue status clearly to end-users and IT managers.
• Record accurate and detailed ticket notes for accountability and future reference.

Documentation & Knowledge Base Contributions

• Follow SOPs and update knowledge base articles as needed for recurring Level 1 tasks.
• Identify gaps in self-service support content and suggest improvements.

Qualification, Skills and Key Competencies Required:

• Degree in Computer Science, Engineering, or Business (or equivalent technical aptitude).
• 2-3 years of relevant work experience is required.
• Familiarity with Freshdesk, ServiceNow, or Remedy for service ticketing.
• Patient and solution-focused mindset
• Attention to detail in documentation
• Eagerness to learn and grow into higher-level support roles
• Awareness of the differences in shore vs. vessel support environments

Working Conditions/Special Notes:

• McKeil Marine Limited is a 24/7 operating business, this role will require after hours support for emergencies when business requirements dictate.

• The ability to work remotely at home as outlined by current Hybrid WFH protocols and policies.

Join a dynamic organization making a tangible impact in the marine industry. McKeil Marine offers a very competitive total compensation program.

We appreciate all applicants but will only contact those selected for an interview. McKeil Marine is committed to the principles of Employment Equity.