南京招聘

职位描述：
Maersk Line IT

Job Title: IT Support Technician, Maersk Line IT

Description of Role

Context:
The Country Cluster IT Transformation project transfers the day-today operation of ML IT activities away from the Country Clusters to central ML IT management. To ensure regional business areas have strong, focused IT management and representation, a lean empowered Account Management team has been created based in each of the regions. The IT Support Technician roles are a part of that team and will be specifically responsible for the provision of onsite IT support to our business customers.

General Responsibilities:
The IT Support Technician’s primary focus is to provide onsite support for desktop management, asset management and physical support for other IT equipment including servers, switches, printers, cabling etc.

The majority of Maersk Line IT services will be provided remotely, including software distribution and packaging, monitoring and infrastructure services, desktop and server patching, storage services, backup, restore and archiving. The IT Support Technician will be responsible for fulfilling those services which require physical onsite presence, and assisting the remote support teams.

The Global Service Desk (GSC) will be the single point of contact for all user requests and incident reporting. This global standard support process will drive the workload and priorities of the IT Support Technician who will be responsible for actioning those requests for services which are assigned to them and for meeting agreed service levels.

Additional responsibilities include acting as a local project co-ordinator for hardware/software updates and rollouts, country cluster and/or regional infrastructure consolidation activities (driven at regional or global level) and support for other technical projects.

As part of the Account Management team, it will be important that the IT Support Technician establishes good working relationships with the Maersk Line business and other APMM Business Units where these are supported, and provides best in class customer service within the framework of Maersk Line IT processes, standards and architecture. They will communicate and help bed-in locally ML’s IT standards and strategies relating to local IT support.

Because of the continuous nature of change within the Maersk Line organisation, the IT Support Technician may find himself/herself in situations where service improvement is required or tasks fall outside of the specific role of workspace management. In such cases the IT Support Technician should take a practical approach to a solution which upholds and reinforces standard processes, minimises impact to the business and ensures that any lessons learned are incorporated into subsequent process and service improvement.


Specific Responsibilities:

Onsite Regional IT Support

? Provide onsite support to Maersk Line and other APMM Business Units (as appropriate) for incidents that are assigned to the IT Support Technicians team 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 Maersk Line IT standard processes are followed for services provided
? Provide a best in class service to our business customers.
? Provide VIP support to selective customers as per SLA and agreement
? Procure requested hardware according to Maersk purchasing procedures
? Support general OS/MS Office/other application running problems or corruptions
? Act as local project co-ordinator for hardware/software upgrades, country cluster and/or regional consolidation activities and other agreed technical projects.
? Together with the Technical Operations / Service Manager for the Region, assist with the resolution of 2nd level escalations as part of the standard escalation process.
? Assist the Maersk Line IT and business customers in identifying shortfalls in service delivery and implementing improvements or short term workarounds for same




Vendor Liaison
? Coordinate with hardware vendors in case of hardware failures or upgrades (PCs, Laptops, Printers, Telephony) and manage through to resolution
? Management of equipment servicing through Maersk appointed vendors
? Close liaison with Global Service Desk (GSC), GCC and other Centre and/or remote IT support groups


Key Performance Indicators:
? Voice of the Customer
? Minimise escalations
? Tickets to be resolved within SLA
Key skills for the role:

Technical skills:
? Thorough knowledge of Microsoft Windows Operating Systems (XP)
? Thorough knowledge of APMM / Maersk Line standard desktop software including MS Office, Exchange/Outlook, IBM Personal Communications, MCS front-end etc.
? PC hardware and peripheral troubleshooting skills (including IP printers)
? Basic server and network troubleshooting skills
? Knowledge of File and Print services
? Knowledge of Active Directory
? APMM / Maersk Line IT global architecture framework and standards
? Maersk Line IT processes and organisation
? ML Business awareness
? Change management awareness
? Risk Management awareness
? Understanding of basic Service Delivery concepts (ITIL)
? Project co-ordination

Soft skills:
? Time management
? Effective communication
? People skills
? Customer service
? Initiative
Role Opportunities:
? Play a part in major global organisational improvement project
? Help implement global standard IT processes for service and support
? Pro-active participation in new regional ML IT Account Management team
? Develop core IT skills related to global support management
? Insight into local business practices and challenges worldwide
? Opportunity to implement an improvement project as part of a Green Belt certification

Key Stakeholders/Relationships
? Cluster Business and Facilities Managers and Staff
? IT Account Management team
?
? Maersk Line IT service providers (Delivery Management and Infrastructure, Management , GSC’s and GCC)
? Other APMM Business Units by specific agreement
? Partners (GSC, 3rd Party vendors) 举报 分享

马士基集团（Maersk Group）创立于1904年，总部位于丹麦哥本哈根，从事集装箱航运、物流、集装箱码头投资经营管理、集装箱制造以及信息处理服务等业务。目前，集团下设的全球信息处理中心和丹马士物流公司都分别在成都的天府软件园成立了办公室，总共拥有超过2300名员工在此工作。
马士基信息处理（成都）有限公司是马士基集团下设公司。2009年西博会期间，马士基集团与成都高新区签署了投资合作协议，于2010年3月正式落户天府软件园D3号楼，租赁面积约8800平方米，截止2017年12月员工人数1189人。马士基信息处理（成都）有限公司是马士基集团在全球设立的第五个数据、信息处理中心，主要为全球集团内部公司提供船务进出口单证处理、电子订舱、在线客服及财务和会计流程处理，全部业务均属于离岸服务外包。服务客户分布于亚太地区、俄罗斯、地中海、大洋洲等地。

资质与荣誉
Ø    2010年    成都高新区“软件及服务外包十佳企业”
Ø    2011年    通过“技术先进性服务企业”认定
Ø    2013年    成都高新区“高端软件及新兴信息服务业十佳企业”
Ø    2014年    “中国服务外包成长型企业100强”
Ø    2015年    连续被评为“中国服务外包成长型企业100强”
Ø    2015年    成都高新区“海外市场拓展十佳企业”
Ø    2016年    成都高新区“外经贸十佳企业”
Ø    2017年    成都服务贸易协会（CDATS）理事单位


财务数据
成都马士基近年来营业收入（人民币）
2015年    2016年    2017年
1.5亿元    1.5亿元    1.6亿元


工作生活
法定节假日休假完全按国家有关规定执行。业务部门作息时间视业务情况另行安排。

福利待遇
1、招聘过程中，不收取任何培训费用、保证金、押金等，不扣压员工身份证件。
2、公司为员工提供同行业内具有竞争力的工资。
3、公司除依法为员工办理五险一金外，为每位员工提供完善的商业保险。
4、公司为员工提供各种与职位相关的知识、技能培训。
5、公司竞争机制完善，为每位有才能的员工提供公平、公正的晋升机会。

欢迎有志之士加盟马士基集团，共同发展！