天津招聘

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

Maersk Group is a publicly traded corporation with some 68,000 shareholders. Our controlling shareholder is the A.P. Moller and Chastine Mc-Kinney Moller Foundation,which was set up by the company’s founder in 1953.Maersk Shares are traded on the Copenhagen Stock Exchange.

The company was founded in 1904,when Arnold Peter Moller partnered with his father in their hometown of Svendborg, Denmark to purchase a second-hand steamship.

All together, Maersk and its various business units employ about 108,000 people in some 130 countries. Our activities fall into the following main areas: Container activities, Oil and gas activities, Terminal activities.


马士基集团成立于1904年，总部位于丹麦哥本哈根，全球雇员达到10.8万人，在130多个国家设有400余个分公司。除航运业外，集团多元化的业务范围广及物流，石油及天然气之勘探和生产，造船业，航空业，工业生产，超级市场零售业和IT等范围。2011年美国财富500强中排名第144位。

工作生活方面：
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！