IT Support Technician

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 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 a 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 minimal 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. The individual must be prepared to work onsite in a warehouse.

Please note : A valid driver’s license is must and a good level and knowledge of English and German, both written and spoken, is also expected of the post holder.

The main responsibility of the IT Support Technician is to provide onsite support for hardware management, asset management and physical support for other IT equipment including servers, switches, printers, cabling, mobile devices, scan guns, tablets and OT devices. The majority of Maersk Technology support will be provided remotely via remote support teams, 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.

Roles and Responsibilities will include :

• Receiving and distributing end user hardware to both business and warehouse colleagues
• Preparing new/reused PCs and other IT hardware as needed by the local colleagues following agreed procedures
• Hardware support and diagnostics of hardware related issues
• Liaising with a 3rd party vendor for resolution of hardware related issues
• 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
• Reporting, updating and closing incidents according to the agreed processes, within the IT Service Management application (ServiceNow)
• 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
• 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
• Participation in support-related projects in the role of expert and/or project coordinator
• Support for other offices\warehouses 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 othe
• Coordinate with hardware vendors in case of hardware failures or upgrades (PCs, laptops, printers, telephony) and manage cases through to resolution.
• Management of equipment servicing through Maersk appointed vendors Coordination of activities driven via Maersk’s global technology vendors
• Close liaison with Maersk’s IT Service Desk and other remote support groups

What we are looking for ?

• Strong proficiency in both English and German is required

• Experience in taking end-to-end responsibility for issue resolution

• Good desktop knowledge - Windows 11 and modern managed devices
• Good knowledge of setting up laptops, including BIOS configuration, Microsoft operating systems, Ubuntu 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
• Good knowledge of OT technology used in a warehouse environment, such as RF scan guns, blue tooth connected scan guns, tablets, vehicle mounted tablets label printers etc Microsoft office 365 (Word, Excel, Outlook, Access, SharePoint, Teams)
• Able to do basic setup of mobile devices - iOS \ Android devices
• Good understanding of IT infrastructure components that provide an onsite network Basic network troubleshooting skills
• Knowledge of an IT Service Management application such as Service Now
• Customer service mindset and pragmatic approach
• Professional communication, customer service and great interpersonal skills

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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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