IT Support Technician İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
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 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 individual must be passionate and be able to deliver a friendly and robust service to business colleagues at all levels. A good level and knowledge of English, both written and spoken, is also expected of the post holder.
We offer
• An exciting job opportunity in an international, challenging business environment characterized by high pace and high diversity. You will focus on creating valuable relationships with our current and new customers.
• International experience working for the world ´s shipping leader, in a dynamic, global industry.
• Work with colleagues and clients across the world.
• A role with direct impact on our customer.
• A role where you are part of an evolved customer service concept, gain thorough knowledge & experience in customer service attitude in Business to Business.
• A role in the backbone of Maersk, a perfect place to learn all processes.
• A workplace with a learning environment –one of the Maersk values is “Our Employees”.
• Personal and professional development.
• Career development opportunities.
• High pace work environment, with a high diversity of daily tasks.
• A winning team, that is always looking for improvements
Key responsibilities
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 and other end user devices.
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 practises – 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, 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.
• Handling and preparing end user device hardware 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.
• Solve incidents that require onsite presence or requires special knowledge.
• 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.
• Take end-to-end ownership of hard-to-solve and slow-moving incidents.
• Hardware support and diagnostics of hardware related issues and liaising with a 3rd party vendor for resolution of hardware related issues
• Reporting, updating and closing incidents according to the agreed processes, within the IT Service Management application (ServiceNow)
• Detect patterns in observed incidents and raise this to the management team as potential problems.
• Supporting the in office “IT Tech Bar” where present on a rota basis.
• Act as an ambassador and champion of the IT services provided.
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
• Expert knowledge of setting up PCs, including BIOS configuration, Microsoft operating systems and connectivity (LAN, Wi-Fi, Bluetooth, etc.)
• 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.
• Understanding of IT infrastructure components such as routers, switches and cabling
• Basic 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
• Knowledge in supporting the use of AV equipment in meeting rooms
• ITIL V3 Foundation Certification or understanding of Service Delivery concepts
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