Provides onsite support for desktop management, asset management and physical support for other IT equipment. Has responsibility for fulfilling incident and service requests that require physical onsite presence, proactively working with the remote support teams. Has responsibility for actioning all assigned requests and incidents and for meeting agreed service levels. Provides technical input and recommendations to continuous improvement projects both at regional and global level.
In addition he/she will be supporting two offices in Hanoi and Haiphong plus two warehouses.
Appetizer: IT Support Technician – Onsite Technology, UDT, SOE is part of the onsite Technology team responsible to managing Onsite IT infrastructure in close working with the team. Focus will be on providing on the ground support for end user workplace services, datacentres, projects, asset management, procurement and VIP users. The team will also be called on to support remote support desks for tasks that require onsite intervention and also for critical incidents that impact the business unit and operations.
We offer: At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.
Key Responsibilities:
-Provide onsite support to all supported Transport & Logistics brands and business Units (as appropriate) for incidents / requests assigned to the Onsite Technology
Ø Directly responsible for activities pertaining to Asset Life Cycle management (Install / Move / Add / Change / Decommission) support for IT equipment (PCs, Laptops, Printers, Servers)
Ø Support and advice for Facilities Management/Office Services regarding office move planning
Ø Support Hardware and Software asset management/tracking/auditing for devices not connected to the network and according to Maersk Line global processes
Ø Engage with business to conduct IT clinics / trainings as appropriate
Ø LAN cabling troubleshooting and coordinate for troubleshooting other local IT infrastructure issues
Ø On-call support for critical incidents outside of normal business hours and emergency situations as part of Business Continuity Plan requirements
Ø Support for other locations/offices as appropriate (geographical scope for service coverage to be confirmed – this will require some travel)
Ø Ensure Cyber Security standard processes are followed for services provided
Ø Provide VIP support to selective customers as per SLA and agreement
Ø Assist respective Area IT Lead with procurement of requested hardware according to Maersk purchasing procedures
Ø Act as local project coordinator for hardware/software upgrades, country cluster and/or regional consolidation activities and other agreed technical projects.
Ø Business travels to Sihanoukville – on a quarterly basis
We are looking for:
Should have minimum 3-5 years of experience and have worked with large organizations having global presence whereby experience would include interaction with virtual teams and remote support.
Should be well versed with handling of onsite infrastructure components including but not limited to end user computing and datacentre equipment.
Must have engaged and supported VIP users for various catalogued requirements and be a good communicator both orally and in written form.
Should be able to establish a good working relationship with vendors responsible for delivery of services and other peer groups within the same support function.
Coordination with external vendors for local requirements should form part of the skillset as it would require knowledge of local regulations and customs to facilitate delivery of products and services.
Ø Soft skills:
o Time management
o Effective communication
o Customer service o Initiative
Technical Skills:
Exposure and working experience with latest standards in hardware for desktops, printers, end user mobility devices / services, datacentres
Ø Working knowledge of Microsoft products (Windows10 OS + O365) and basic troubleshooting skills
Ø Working knowledge around collaboration tools like Video conferencing, IP Softphone / hardphone, and MS Teams Live events etc.
Ø PC hardware and peripheral troubleshooting skills (including IP printers) Ø Working knowledge of server and network troubleshooting
Ø Knowledge of File and Print services and Active Directory
Ø Understanding of basic Service Delivery concepts (ITIL) [preferably ITIL certified]
Ø Project co-ordination (PMP/Prince2 is not must but good to have) Business skills:
Ø Excellent communications skills
Ø Strong sense of ownership
Ø Strong analytical skills
Ø Ability to work collaboratively with others
Ø Ability to multi-task at a high level Personal profile:
Ø Strong interpersonal skills
Ø Detail-oriented
Ø Ability to take initiative and work independently
Ø Results-oriented
Ø Sense of urgency Key measures
Ø Escalation handling and SLM adherence
Ø Project delivery and timeline adherence
Ø Budget adherence and procurement deadlines
Ø Asset Inventory accuracy
Ø Infrastructure management
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 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 accommodationrequests@maersk.com. A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. 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. For more information click here. All the way.