In this role, you will use Service Now, email and chat applications to give users quick answers to simple issues. For more complex problems that require detailed instruction, you will contact them via phone and/or provide clear, written instructions and manuals.Daily tasks:
- Research and identify solutions to product issues.
- Validate, diagnose and troubleshoot issues reported by users.
- Ask users targeted questions to quickly understand the root of the problem
- Track issues through to resolution, within agreed time limits
- Talk users through a series of actions, either via Service Now, phone, email or chat, until the ticket is closed.
- Properly escalate unresolved issues to appropriate internal teams (technical or deployment teams)
- Provide prompt and accurate feedback to users
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Prepare accurate and timely reports
- Document technical and functional knowledge in the form of notes, manuals, SOPs and troubleshooting guides
- Maintain cordial relationships with users and stakeholders
- Gather and evaluate user feedback
- Background in Software and IT projects as Operations Support
- Knowledge of support procedures and handling global clients
- Port/terminal experience or background (Desirable)
Job skills
- Good oral and written communication and collaborations skills.
- Fluent in English (B2)
- Passionate about IoT technology and software engineering
- Analytical thinking and problem solving
- Creation and execution of Support Procedures
- Solve incidents raised by the application users in different terminals.
- Contact with users to understand the incidents they have with the application
- Understand the deployed projects in all the terminals where the solution has been deployed
- Networks Experience. Demonstrable experience in Mikrotik Routers and RouterOS or similar, preferably MTCNA and MTCRE Certified. Others like MTCTCE, MTCWE will be a plus
- IoT skills including sensors, LP Access technologies like Bluetooth, Network and Telecommunications background, and Automation knowledge
- Experience in LTE and Wireless Technologies, mainly based on Mikrotik devices
- Experience on Azure and Virtual Machines
- Industrial networks and Electronic circuits
- Industrial protocols and automation knowledge (Siemens, ABB, Yaskawa, CanBUS 2.0B, J1939, Scada, OPC-UA)
- Knowledge of Service Now and its capabilities for incident and change management
- Business Intelligence tools like MicroStrategy, Power BI and Grafana
- Hands on knowledge of Programing languages like Java, Python, C++, C#, Node JS, PLC, RDBMS, MS SQL Server, HTML, WebServices (SOAP, API Rest), Spring framework, JPA
- Well-organized, timely, and persistent possessing empathy, personal tact, cultural understanding, and strong communication skills
- Strong candidates are proactive with strong multitasking and problem-solving skills
- Excellent verbal and written communication skills in English and Spanish
- Team player attitude and must have the ability to work together across boundaries and exchange as well as adapt skills
- Strong analytical and problem-solving skills
- Strong collaboration and communication skills within distributed project teams
- Documentation skills and creation of SOPs/Knowledge documents
Conflict management and Problem Tree method of performing root cause analysis
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].
Skills Required
- Background in software and IT projects in operations support
- Knowledge of support procedures and handling global clients
- Fluent English at B2 level
- English and Spanish communication skills
- Experience creating and executing support procedures
- Experience resolving application incidents and supporting users
- Networking experience with MikroTik routers and RouterOS or similar
- Knowledge of IoT, sensors, Bluetooth, networking, telecommunications, and automation
- Experience with LTE and wireless technologies
- Experience with Azure and virtual machines
- Knowledge of industrial networks, electronic circuits, industrial protocols, and automation
- Knowledge of ServiceNow for incident and change management
- Knowledge of business intelligence tools such as MicroStrategy, Power BI, and Grafana
- Programming knowledge in technologies such as Java, Python, C++, C#, Node.js, PLC, SQL, HTML, SOAP, REST APIs, Spring, or JPA
- Port or terminal experience
- MTCNA and MTCRE certifications
- MTCTCE and MTCWE certifications
- Strong analytical, problem-solving, communication, collaboration, documentation, and multitasking skills
- Knowledge of conflict management and the Problem Tree root-cause analysis method
What We Do
We’re lifting global trade and connecting the world with our comprehensive port network - helping our customers to grow their business with better supply chain efficiency, flexibility, and reliability. With 75 terminals in our global network and more than 22,000 industry professionals, we are focused on delivering everyday excellence and solutions for and to our customers, including: - Reliable, safe and efficient operations with a continuous improvement focus. - Flexible and solutions oriented approach to solve complex customer problems. - Standardized approach to operations being implemented globally to enable consistent service levels and delivery. - Innovative, digital solutions that enable customers to order their services quickly and easily. - Dedicated key client managers and customer service personnel.
