Local IT Support (Costa del Este, Panama)

** This position is based in Costa del Este, Panama and its 100% onsite**

About the role:

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. 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 device

Specific daily responsibilities include

· 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.

Requirements:

• 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
• 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.

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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