IT Support Technician
Apm Terminals
Hong Kong, HK

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

Key responsibilities

  • Provide onsite support to Maersk Line and other Maersk T&L Supported Business Units (as appropriate) for incidents that are assigned to the Onsite Infrastructure teams and / or cannot be resolved remotely
  • Desktop management
  • Install / Move / Add / Change / Decommission support for IT equipment (PCs, Laptops, Printers, Servers)
  • Support and advice for Facilities Management / Office Services regarding office move planning
  • Support Hardware and Software asset management / tracking / auditing for devices not connected to the network and according to Maersk Line global processes
  • LAN cabling troubleshooting
  • On-call support for critical incidents outside of normal business hours and emergency situations as part of Business Continuity Plan requirements
  • Support for other locations / offices as appropriate (geographical scope for service coverage to be confirmed this will require some travel)
  • Ensure that Group IT Security standard processes are followed for services provided
  • Provide VIP support to selective customers as per SLA and agreement
  • Assist respective Team lead and IT Manager with procurement of requested hardware according to Maersk purchasing procedures
  • Act as local project coordinator for hardware / software upgrades, country cluster and / or regional consolidation activities and other agreed technical projects.
  • Required experience :

  • 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.
  • Soft skills :
  • Time management
  • Effective communication
  • Customer service
  • Initiative
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