Onsite IT Support Technician at Maersk Line

KEY RESPONSIBILITIES:

Onsite Support for Maersk Branch Offices, Warehouses, Depots:

• Provide onsite support for all supported Maersk Branch Offices, Contract & Logistics brands' warehouses and their offices
• Manage incidents and requests assigned to the Onsite Infrastructure Technology team.

Asset Lifecycle Management:

• Directly responsible for activities related to the installation, movement, addition, change, and decommissioning of all IT equipment.
• Support asset lifecycle management for desktops, notebooks, OT devices, network devices, and local servers (if any).

Facilities Management Support:

• Provide support and advice for Facilities Management and Office Services regarding office and warehouse moves, expansions, and new site setups and planning.

Asset Management and Compliance:

• Support hardware and software asset management, tracking, and auditing for both devices connected and not connected to the network.
• Ensure compliance with Maersk Policies and global processes.
• Maintain up-to-date Configuration Management Database (CMDB) data for all hardware in scope.

IT Training:

• Conduct or coordinate IT training sessions for business & warehouse users as appropriate to improve IT system adoption and efficiency.

Network Support:

• Deploying Network (WAN/WLAN/LAN) in Offices & Warehouses.
• Perform LAN cabling tasks and initial network troubleshooting.
• Coordinate with other network supporting teams for troubleshooting local IT infrastructure and network configuration issues.

On-Call Support:

• Provide on-call support for critical incidents outside of normal business hours.
• Respond to IT emergencies and outages in a timely manner.
• Respond to emergency situations as part of Business Continuity Plan requirements and Major Incident Management processes.

Multi-Location Support:

• Support other locations, offices, and warehouses as appropriate.
• Provide geographical service coverage as required, which may involve travel.

Cyber Security Compliance:

• Ensure Cyber Security standard processes are followed.
• Enforce Maersk security policies for all services provided.

Business User Support:

• Deliver immediate IT support to critical warehouse business users in alignment with SLA agreements to minimize operational disruptions.
• First Level Support on Warehouse management systems.

Procurement Support:

• Assist the Area IT Lead with the procurement of requested hardware.
• Follow Maersk purchasing procedures.

Project Coordination:

• Act as a local project coordinator for hardware and software upgrades.
• Participate in area cluster and/or regional consolidation activities and other agreed technical projects.

Vendor Management:

• Manage local IT vendors in the company’s best interest, ensuring compliance with Maersk's policies and guidelines.

Inventory Management:

• Maintain accurate and secure records of local IT hardware and software inventory and conduct regular audits to verify that all assets are properly accounted for and in good condition.

Routine Site Visits:

• Conduct regular site visits to perform precautionary checks on IT equipment and infrastructure.

Cleanliness and Safety:

• Ensure the IT and meeting room is kept clean and organized, including cable management and equipment arrangement.
• Provide guidance to staff on maintaining a clean and organized workspace to support IT functionality.

WHO WE ARE LOOKING FOR:

Someone with:

• At least 3 – 5 year’s hands-on experience in supporting IT Infrastructure, preferably within large organizations with a global presence.
• Familiarity with onsite Office or warehouse infrastructure, including end-user computing, OT devices, network equipment, and datacenter components. Experience in interacting with virtual teams and providing remote support is essential to ensure seamless operations across multiple locations.
• Proven experience supporting critical business users by addressing various cataloged IT requirements with a customer-centric approach.
• Strong communication skills—both written and verbal for effective interaction with stakeholders, including vendors and internal teams.
• Building and maintaining collaborative relationships with peer groups within the IT support function and external service providers.
• Ability to coordinate with external vendors for local IT requirements including navigating local regulations and customs to facilitate the timely delivery of products and services.
• Problem-solving abilities, organizational skills, and a proactive approach to managing vendor relationships.

Technical Skills:

• Exposure and warehouse working experience with the latest standards in hardware for desktops, notebooks, OT devices, Network devices, data centres.
• Working knowledge of Microsoft products (Windows11 OS + O365) and basic troubleshooting skills.
• Working knowledge around collaboration tools like Video conferencing, and MS Teams events etc.
• Networking Basic sills (Network Certification preferable – i.e. CCNA, CompTIA A+), Capable of following instructions using a provided template to prepare Network LLD and base configurations for Cisco switches, Aruba Controllers and Cisco or FortiGate Firewalls.
• PC hardware, peripheral, Network & OT devices troubleshooting skills (including IP printers)
• Working knowledge of basic server and network troubleshooting
• Knowledge of Transport & Logistics Management system and Active Directory
• Understanding of basic Service Delivery concepts (ITIL) [preferably ITIL certified]
• Project co-ordination (PMP/Prince2 is not must but good to have)