With over 100,000 employees across 130 countries A.P. Moller - Maersk is a global leader in logistics services and can offer you the opportunity to grow and evolve in a truly diverse workplace. A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customers’ supply chains. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.
What we can offer
Technology Operations is responsible for day-to-day maintenance and management of organisation’s IT infrastructure to ensure delivery of the agreed level of IT services to the business.
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.
About the role
The main responsibility of the IT Support Technician is to provide onsite support for desktop management, asset management and physical support for other IT equipment including servers, switches, printers, cabling, video conferencing equipment, mobile devices, wireless LAN etc.
The majority of Maersk Technology support will be provided remotely, including software distribution and packaging, monitoring and infrastructure services, desktop and server patching, storage services, backup, restore and archiving. The IT Support Technician will be responsible for fulfilling services which require physical onsite presence, assisting the remote support teams where required and acting as a liaison point for business colleagues.
Important for this position is professional communication, great customer service 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.
Main responsibilities
Handling and preparing incoming HW
- Receiving and distributing end user hardware to business colleagues.
- Preparing new/reused PCs and other IT hardware as needed by the local business colleagues.
- Hardware support and diagnostics of hardware related issues
- Liaising with a 3rd party vendor for resolution of hardware related issues
2nd and 3rd Level support
- Ensure delivery to business colleagues meets a defined SLA
- Solve incidents that require onsite presence or requires special knowledge.
- Take end-to-end ownership of hard-to-solve and slow-moving incidents.
- Report and update the IT Service Management application (Service Now) to reflect the incident current state and the work that has been carried out, ensuring that service level management targets are met and adhered to.
- Document processes and solutions for knowledge sharing.
- Act as an ambassador and champion of the IT services provided.
Problem and Incident Management
- Reporting, updating and closing incidents according to the agreed processes, within the IT Service Management application (ServiceNow)
Asset Lifecycle Management
- Ensure accurate recording of all end user devices in a centralised CMDB, tracking changes and making appropriate and timely updates.
- Involvement with individual hardware refresh cycles as and when appropriate to do so.
Providing input for process and service improvements
- Share own observations, ideas and customer feedback with the rest of the team as well as management to drive “world class” support and best practises.
Project Participation
- Participation in support-related projects in the role of expert and/or project coordinator.
Support for other offices\locations
- 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.
Specific daily responsibilities include
- Handling and preparing end user hardware
- 2nd and 3rd Level desktop and infrastructure support via tickets raised and assigned in Service Now
- Problem and Incident Management
- Collecting and providing input for improvements
- Act as a local project coordinator for hardware\software updates\rollouts as required.
- Support for other locations as appropriate within Poland.
- Overall responsibility for the support of IT services within the location that the post holder is located.
- Asset management updates to Service Now
Profile
The role requires a confident, self-driven and organised individual with solid IT knowledge and broad experience in solving IT related problems.
Apart from service-mindedness and results-orientation, the person must possess good 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 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.
The individual must be passionate and be able to deliver a friendly and robust service to express to business colleagues at all levels.
Skills required in position
Technical Skills
- Good desktop knowledge - Windows 10 \ VPN \ Citrix
- Good knowledge of setting up PCs, including BIOS configuration, Microsoft operating systems and connectivity (LAN, Wi-Fi, Bluetooth, etc.)
- Good 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).
- Able to do basic setup of mobile devices like iOS devices, Android devices etc.
- Good understanding of IT infrastructure components
- Basic network troubleshooting skills
- Knowledge of Active Directory
- Knowledge of an IT Service Management application such as Service Now
- Basic knowledge on use of AV equipment (meeting rooms)
Desirable Technical Skills
- Teams Video Conferencing
- WLAN \Wi-Fi
- Good understanding of IT hardware
Organisational Skills
- Ability to manage and prioritise tasks within a working day
Personal Skills
- High sense of urgency.
- Professional communication, customer service and great interpersonal skills.
- Time management
- Ability to work with people at all levels in the organisation.
- Ability to work and operate independently
- Excellent prioritisation and problem-solving skills.
- Experience in taking end-to-end responsibility for issue resolution
- Customer service mindset and pragmatic approach
- Experience working and communicating with diverse teams
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.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected].
