Job Description

Welcome to Holland America Line, a premium cruise line dedicated to explorers, foodies and music lovers who want to explore the world on perfectly sized, refreshingly spacious ships filled with one-of-a-kind experiences. We’re looking for an amazing Network Support Analyst professional to fill this role, which is a remote position, reporting to our Seattle office.

You’ll be responsible for improving the network-dependent services on Holland America and Seabourn ocean-going cruise ships with direct impact on guest and crew satisfaction as well as shipboard operations. This non-traveling role maintains an accurate fleet connectivity health overview obtained through various monitoring resources and escalates any operational impact to defined support teams. They discover and escalate service degradation and outages, and they participate in troubleshooting efforts with L3/L4 teams to ensure the services get restored quickly. Here’s a summary of what Holland America Line is looking for in its Network Support Analyst. Is this you?

Responsibilities

• Monitor the quality of network-dependent services on Holland America and Seabourn ships
• Monitor various dashboards showing ship’s network and connectivity health
• Monitor incident ticket queue
• Work with ship’s System Administrators to obtain guest/crew/corporate user experience metrics
• Track and analyze substandard network services and ensure they are escalated to the next level of support
• Create new incident tickets
• Ensure that existing incident tickets are escalated to the correct teams, follow up on progress
• Participate in troubleshooting efforts
• For systemic issues, create problem tickets
• Analyze degradation / outage metrics and provide to the business
• Create and maintain relevant knowledge articles related to network / connectivity troubleshooting, issue discovery and escalation
• Help optimize network-relevant troubleshooting and incident escalation processes
• Provide L1 and L2 training to shipboard System Administrators
• Analyze data to extract root causes and business metrics
• Maintain oversight of technician visits and ensure work was completed satisfactorily
• Maintain oversight of network gear versions / end-of-life / vulnerabilities
• Work with L3/L4 teams to ensure that shipboard systems are up to date and compliant

Requirements

• 2 years in Information Technology required, Network technologies preferred
• 2 years in Corporate Environment required
• 2 years of end-user IT Support required (help desk, Network Operations)
• 2 years in Data Analytics preferred
• Excellent knowledge of MS Excel including formulas and graphs
• Excellent knowledge of switching, routing and Quality-of-Service network technologies
• Working knowledge of non-network technologies such as database, applications, storage
• Able to identify technical dependencies between various application and infrastructure components
• Strong service delivery and customer service orientation
• Excellent written and oral communication skills
• Ability to communicate concepts in both technical non non-technical language
• Strong organizational skills with keen attention to detail
• Ability to analyze issues and normalize relevant information

What to expect

• Cruise and Travel Privileges for You and Your family
• Health Benefits
• Flex Friday
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Salary Range: $65,500.00 to $88,400.00. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture…Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html

Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)