한국머스크 · T2 Technical Operations

Opportunity

Provides onsite support for desktop management, asset management and
physical support for other IT equipment. Has responsibility for
fulfilling incident and service requests that require physical onsite
presence, proactively working with the remote support teams. Has
responsibility for actioning all assigned requests and incidents and for
meeting agreed service levels. Provides technical input and
recommendations to continuous improvement projects both at regional and
global level

At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

We Offer

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 Workspace Management (WSM) Technician roles are a part of that team and will be specifically responsible for the provision of onsite WSM support to our business customers.

Key Responsibilities:

Workspace Management

• Provide onsite support to Maersk Line and other APMM Business Units (as appropriate) for incidents that are assigned to the WSM 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

Who we looking for:

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)

• 보훈대상자 및 취업보호대상자는 관련법에 의거하여 우대합니다.

• 지원서의 기재사항이 사실과 다른 것으로 확인되거나 Reference from previous employer 상에 채용상의 결격사유가 확인될 경우 합격 또는 채용이 취소될 수 있습니다

• (The company reserves the right to withdraw the offer, it if discovers subsequently that a candidate has given false information in application or has provided false or fraudulent documentation in support of his/her application. The offer is conditional upon satisfactory results of reference checks.)

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