Senior IT Support Technician

Strengthening Maersk Technology IT Services is a core, supporting element of the Maersk Group’s aim to build the IT platform required to deliver the right IT solution and operating environment. The ultimate goal for this role is to enable the business to win in the marketplace. The IT Support Technician role is part of the Onsite Technology team responsible for managing onsite IT infrastructure. The role requires a confident, self-driven and organised individual with IT knowledge and experience in solving IT related problems on the ground. Apart from service mindedness and results-orientation, the person must possess communication and interpersonal skills.

Commitment to a high level of service and responsibility is required. The post holder will spend most of their daytime supporting our business colleagues, in an office \ warehouse environment, and is expected to prioritise and plan most of their working day in collaboration with the rest of the team. The IT Support Technician must be a team player, able to function autonomously with minimum direct supervision and understand the value of supporting their colleagues and sharing their experience and knowledge within the wider IT community.. The role embraces communication with a variety of people – either in an industrial warehouse environment or a traditional office environment. The post holder must be passionate and be able to deliver a friendly and robust service to express to business colleagues at all levels. A good level and knowledge of English, both written and spoken, is also expected of the post holder.

The main responsibility of the IT Support Technician will be to provide onsite support for end user equipment management, asset management and physical support for other IT equipment including servers, switches, printers, cabling, video conferencing equipment, mobile devices, handheld scanners, wireless LAN, warehouse operated tablets, in vehicle displays, label printers etc. The majority of Maersk Technology support and configuration will be provided remotely by other support teams, including software distribution and packaging, monitoring and infrastructure services, desktop and server patching, storage services, backup, restore and archiving. The IT Support Technician will therefore be responsible for fulfilling services which require physical onsite presence, assisting the remote support teams where required and acting as a liaison or escalation point for business colleagues within a specific geographical location. There are opportunities to contribute towards testing and developments in centrally provided services, share observations, ideas and customer feedback with the rest of the IT team as well as management in order to drive “world class” support and best practices – participating and working as ONE team. The postholder would be expected to collect and provide input for improvements, document processes and solutions for further knowledge sharing. Important for this position is professional communication, strong customer service ethic and interpersonal skills. The ability to work independently with a high sense of urgency and result orientation is the key to success in the role.

Roles and Responsibilities will include :

• Handling and preparing end user device hardware with particular focus on WiFi access points and handheld RF scanners - following Standard Operating Procedures (SOP’s), predefined processes or manuals. The hardware will either be brand new “out of the box” or previously returned for reuse
• 2nd and 3rd Level desktop and infrastructure support via tickets raised and assigned in Service Now. Ensure delivery to business colleagues meets a defined SLA
• Liaising with a 3rd party vendor for resolution of hardware related issues
• Take end-to-end ownership of hard-to-solve and slow-moving incidents
• Problem and Incident Management
• Act as a local project coordinator for hardware\software updates\rollouts as required
• Ensure accurate recording of all end user devices in a centralised CMDB, tracking changes and making appropriate and timely updates
• Overall responsibility for the support of IT services within the location that the post holder is located
• Participation in support-related projects in the role of expert and/or project coordinator
• The scope of project delivery is potentially across Europe and not limited to the country where the post resides
• Support for other locations\offices as appropriate, either via use of remote tools or ad hoc site visits (this will require some travel on short notice and may require working from other offices as and when required)
• Some travel may also be required outside of the country where the post resides, but on an infrequent basis
• Participation in an ‘on call’ scheme to provide support assistance either remotely, or physically on site, where appropriate and applicable
• Act as an ambassador and champion of the IT services provided

What we are looking for ?

• Advanced desktop usage / VPN & Citrix / Mobile Devices / Windows 10 and 2nd level desktop support, with exposure and working experience of the latest standards in hardware
• Good understanding of end user devices and peripherals
• Good overall knowledge of WLAN \Wi-Fi setup
• Working knowledge of collaboration tools such as Teams Rooms, Video conferencing, IP Softphones, Teams Live Events
• Knowledge of the most common PC accessories and how to connect them, i.e. printers, mice, external drives. Microsoft office 365 (Word, Excel, Outlook, Access, SharePoint, Teams, Project, Visio) skills and experience from a supporting end users perspective. Ability to do basic setup of mobile devices like iOS devices, Android devices etc. and a basic knowledge of Microsoft InTune
• Good understanding of IT infrastructure components such as routers, switches and cabling Basic server and network troubleshooting skills
• Working knowledge of file and print services and Active Directory Knowledge of an IT Service Management application such as Service Now Change and Risk Management awareness
• Basic knowledge on use of collaboration equipment such as Teams Rooms devices
• Basic knowledge of warehouse operations and configuring of hand held scanners and label printers ITIL V3 Foundation Certification
• Experience in taking end-to-end responsibility for issue resolution Knowledge of working and communicating with diverse teams
• Customer service mindset and pragmatic approach, sense of ownership
• Presentation skills for small groups/training Focused in taking end-to-end responsibility for issue resolution

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Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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