End User Experience Technician

About Us

Royal Caribbean Group is the world’s largest cruise line, having a record-breaking year and launching not one but TWO brand new ships in 2025! It couldn’t be a more exciting time to join a global business that is blazing a trail in the travel industry right now.

With our 3 brands Royal Caribbean International, Celebrity Cruises & Silversea we have ships in South America, Europe, Asia, Australia, and several North American markets beyond our headquarters in Miami, FL. We cover the globe. No matter where our guests want to go, Royal Caribbean Group has a ship that can deliver a world-class vacation.

At Royal Caribbean Group we never rest on our laurels; we constantly strive to improve our work and be at the forefront of the industry. The work that we do is exciting, challenging, and innovative. You get to work both independently and as part of a collaborative and dynamic international team. We are passionate, we are innovative, and we are unstoppable.

Position Summary:

The End User Experience Technician position will be responsible for delivering front line support to end-users as part of the Global IT team, focusing on hardware and software related issues impacting multiple platforms. Candidate must perform job with a high degree of customer service with an emphasis on quality work, along with a good technical knowledge of end user systems.

Essential Duties and Responsibilities:

1. Monitor assigned incident queue(s), update and action tickets as necessary (Break/Fix services)
2. Desk side remediation of issues as they are assigned via ServiceNow queue, or via emergency support requests as directed.
3. Support the implementation of new End user technologies.
4. Monitor assigned SRM queue(s), update and action work orders as necessary (IMAC Services – install, move, add, change).
5. Configuration & Deployment of end user hardware.
6. Physical relocation of IT equipment as required.
7. Software/ Application installations.
8. Project work as and when required.
9. Training and Development: Provide orientation and guidance to users on how to operate new software and computer equipment.
10. Act as a local point of contact for Intl IT team.
11. Assist the help desk and global IT teams with troubleshooting to identify root cause and provide technical support when needed.
12. Design, configure and test computer hardware, monitoring software and operating systems.
13. Documentation: Maintain accurate records of IT services, solutions, and configurations.
14. Any other tasks that may be required from day to day.

Knowledge and Skills:

1. Communication: Strong verbal and written communication abilities.
2. Customer Service: Ability to provide excellent client-facing support.
3. Teamwork: Ability to work well as part of a team.
4. Attention to Detail: Keen eye for detail and accuracy.
5. Experience in the following systems required:
1. Basic Networking concepts
2. Intel / Macintosh Workstations & Laptops
3. Windows 10, 11/ OSX
4. Network Printers configuration and support
5. Mobile Devices (Smartphone / Tablets) – Android / iOS
6. MO365
7. Service Now Incident / Service Management Systems
6. Experience in the following systems preferred but not required:
1. Lotus Notes/M0365
2. Remote Support Tools (TeamViewers)
3. Active Directory/Microsoft Azure
4. Basic Hardware repair
5. Windows Autopilot
6. Microsoft Intune
7. JamF (Apple MAC Management)
8. Excellent communication and written skills within a global environment while dealing with all aspects of the business
9. Ability to document technical processes in a clear and concise manner for both technical analysis and end user support
7. Proven problem solving methodology with a rational approach to problem management.
8. Flexible, enthusiastic attitude, capable of working independently or as a member of a team, under pressure while being able to prioritize tasks.
9. Ability to self-motivate, learn and grow with a willingness to undertake any and all tasks assigned.
10. Ability to work extended hours and/or on rotating shifts M-F between 8:00-18:00 and travel to international offices at short notice.

Financial Responsibilities:

Responsibility for tracking and submitting project related expenses as per Corporate Travel Policy. Processing invoicing for couriers that have been arranged.

Qualifications:

Minimum of 2-4 years of experience in IT Help Desk / Field Service end user support Technician role.

CompTIA, Microsoft or similar industry certifications preferred, but not required.

Physical Demands:

1. Will require physical lifting, unboxing, installation and deployment of various IT equipment (Servers, Workstations, Monitors, Printers, etc.)
2. May require extended travel to various international locations, lasting up to 3 weeks at a time.

Work Environment:

1. Majority of work will take place within office environment.
2. Work inside various datacenters/stockroom may be required.
3. Travel may constitute at least 10% of workload.

What we Offer

At Royal Caribbean Group, we are client-centric but put people first. We have a culture where everyone is trusted and valued in equal measure, whatever your role in the company. We are propelled by people. Our employees and crew are the driving force behind our success. Our aim is to recruit, develop and retain world class people, who come to Royal Caribbean to do the best work of their careers.

We are committed to employee development, and you will have the opportunity to learn from some of the most experienced people in the business. We regularly reward and promote success, encouraging staff to take on new challenges and responsibilities to aid progression. Our remuneration package includes our competitive pension, private healthcare, life assurance cover to name a few. In addition, every permanent member of staff that works at Royal Caribbean is eligible for our cruise request program and friends & family cruise discounts.

With good transport links to our modern offices in Surrey, we have plenty of free parking, a free shuttle bus from the train station, on-site restaurant, and on-site gym. We take a flexible approach to work. We currently work a combination of days in the office and work from home.

Come join the team - Journey with us, succeed with us, grow with us.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions.

Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.