IT Support Associate

IT SUPPORT ASSOCIATE

Would you like to be part of a value-driven, commercially oriented international environment where we enable global trade every day? We have an opportunity for an IT Support Associate to join our team in Durban.  
This role will be part of an internal support team which treats Maersk and other operationally groups as their customers. The position is a dynamic role comprehensive of being WMS/ TMS application specialist and understanding of operations process with additional responsibilities related to project management, technical writing, and continuous improvement. Our team has a range of initiatives including supporting flawless new customer onboardings and new system implementations, driving process standardization, proliferating best practices across the organization, supporting in digital transformation, and more.

WHAT WE OFFER:

When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together. 

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work, Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

KEY RESPONSIBILITIES: 

• Own first-line response and recovery for all OT-related incidents impacting operations (RF, connectivity, edge devices).

• Provide clear triage and rapid escalation to AOT.

• Maintain operational continuity of the warehouse technology stack (devices, connectivity, locally deployed systems).

• Act as on-site support during incidents, deployments, and changes.

• Deliver real-time visibility of issues, root causes, and recurring failures back into engineering and support loops.

• Handling and preparing end user device hardware with particular focus on WiFi access points and handheld RF scanners - 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.

• Collaborating closely with a 3rd party vendor for resolution of hardware related issues

• Take end-to-end ownership of hard-to-solve and slow-moving incidents.

• Problem and Incident Management.

• Act as a local project coordinator for Local IT/OT Infrastructure including hardware\software updates\rollouts as required.

• Ensure accurate recording of all end user devices in a centralised CMDB, tracking changes and making appropriate and timely updates.

• Participation in support-related projects in the role of expert and/or project coordinator. The scope of project delivery is potentially across South Africa.

• Support for other Warehouses as appropriate, either via use of remote tools or ad hoc site visits (this will require some travel on short notice and may require working from other Warehouses as and when required). Some travel may also be required outside of Johannesburg on an infrequent basis.

• Act as an ambassador and champion of the IT/OT services provided.

WHO WE ARE LOOKING FOR:

Someone with: 

• At least 3-5 years hands-on experience in supporting IT

• Advanced Laptop usage / VPN & Citrix / Mobile Devices / Windows 11 and 2nd level desktop support, with exposure and working experience of the latest standards in hardare.

• Good understanding of IT/OT end user devices and peripherals

• Good knowledge of warehouse operations and configuring of handheld scanners

• Good overall knowledge of WLAN \Wi-Fi setup

• Working knowledge of collaboration tools such as Teams Rooms, Video conferencing, IP Softphones, Teams Live Events

• Knowledge of the most common PC accessories and how to configure them, i.e. printers, mice, external drives

• Microsoft office 365 (Word, Excel, Outlook, Access, SharePoint, Teams, Project, Visio) skills and experience from a supporting end users’ perspective.

• Ability to do basic setup of mobile devices like iOS devices, Android devices etc. and a basic knowledge of Microsoft InTune.

• Good understanding of Network Infrastructure components such as routers, switches, access points and cabling

• Basic server, network & Warehouse Management systems troubleshooting skills

• Working knowledge of file and print services and Active Directory

• Knowledge of an IT Service Management application such as Service Now

• Change and Risk Management awareness

• ITIL V3 Foundation / CCNA Certification

Soft skills: 

• High sense of urgency.

• Professional communication, Time Management, customer service and interpersonal skills.

• Ability to work with people at all levels in the organisation.

• Ability to work and operate independently

• Excellent prioritisation and problem-solving skills.

• Troubleshooting skills

• Focused in taking end-to-end responsibility for issue resolution

• Customer service mindset and pragmatic approach

• Previous knowledge of working and communicating with diverse teams

• Presentation skills for small groups/training

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.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing  [email protected].