About the Role:
As part of Maersk’s IT Transformation, we’re centralizing the management of (ML) IT activities. To ensure that each region has focused IT support, we’ve established lean, empowered Account Management teams. The WSM Technician role is key within these teams, responsible for delivering hands-on IT support to business customers.
What You'll Do:
As a WSM Technician, your main responsibility is to provide on-site support for desktop management, IT asset tracking, and other hardware, including servers, switches, printers, and more. While most IT services at Maersk are provided remotely, you’ll handle the physical aspects that require an on-the-ground presence.
Core Responsibilities:
- Onsite IT Support: Provide hands-on support for IT incidents and tasks that can’t be handled remotely. This includes managing desktops, installing, moving, upgrading, or decommissioning equipment such as PCs, laptops, printers, and servers.
- Asset Management & Tracking: Oversee the tracking and auditing of IT assets (both hardware and software) that aren’t connected to the network, following Maersk’s global processes.
- Server & LAN Support: Troubleshoot and support server housing and LAN cabling, ensuring smooth IT operations.
- Office Moves: Collaborate with Facilities Management on office move planning, providing necessary IT support for relocation.
- Emergency Support: Be available for on-call support during critical incidents outside regular working hours, ensuring business continuity.
- Collaboration with Global Teams: Work closely with the Global Service Desk (GSC) to handle user requests, incidents, and ensure services meet agreed-upon SLAs (Service Level Agreements).
- Vendor Liaison: Coordinate with vendors for hardware repairs, upgrades, and servicing (PCs, laptops, printers).
- Service Continuity: Support the transformation of the IT structure, ensuring smooth service delivery during transitions.
- Customer Focus: Provide outstanding customer service, ensuring that business users get the IT support they need while adhering to Maersk’s IT standards and processes.
Skills & Qualifications:
- Technical Expertise:
- Proficient with Microsoft Windows Operating Systems (XP and newer versions)
- Strong troubleshooting skills with PCs, laptops, printers, and peripherals
- Basic server and network troubleshooting
- Familiarity with Active Directory and file/print services
- Knowledge of office applications (MS Office, Exchange/Outlook)
- Problem-Solving: Ability to manage and resolve hardware and software issues efficiently.
- Business Awareness: Understands the importance of IT services to business operations and customer satisfaction.
- Process and Risk Management: Comfortable following change management protocols and understanding risk management procedures.
Performance Expectations:
- Customer Satisfaction: Strive to minimize escalations and ensure all service requests are resolved within SLAs.
- Efficiency: Aim to resolve IT tickets quickly and efficiently, ensuring minimal downtime.
What We Value in You:
You’ll be a key player in an essential transformation, working across regions and departments. Your ability to build strong relationships and deliver top-tier service to our customers will be crucial in ensuring the smooth running of our IT operations.
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 accommodationrequests@maersk.com.
