IT Support Technician

Position Summary

- 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.

In addition, he/she will be supporting two offices in Hanoi and Haiphong plus two warehouses. This role requires a hands-on approach to troubleshooting and resolving IT issues, as well as maintaining and improving IT infrastructure to support critical business operations.

Who We Are

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

What We Offer

Maersk being the global leader in the industry, you’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.

Who we are looking for

IT Support Technician – Onsite Technology, UDT, SOE is part of the onsite Technology team responsible to managing Onsite IT infrastructure in close working with the team. Focus will be on providing on the ground support for end user workplace services, datacenters, projects, asset management, procurement and VIP users. The team will also be called on to support remote support desks for tasks that require onsite intervention and also for critical incidents that impact the business unit and operations.

Key Responsibilities

- Provide onsite support to all supported Transport & Logistics brands and business Units (as appropriate) for incidents / requests assigned to the Onsite Technology.

- Directly responsible for activities pertaining to Asset Life Cycle 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

- Engage with business to conduct IT clinics / trainings as appropriate Ø LAN cabling troubleshooting and coordinate for troubleshooting other local IT infrastructure issues

- Monitor and manage IT infrastructure to ensure optimal performance and availability.

- Collaborate with the IT team to implement and support new technologies and systems.

- Assist with the setup and maintenance of warehouse management systems (WMS) and other related applications.

- Support for other locations/offices and warehouses as appropriate (geographical scope for service coverage to be confirmed – this will require some travel)

- Ensure Cyber Security standard processes are followed for services provided

- Provide VIP support to selective customers as per SLA and agreement

- Assist respective Area IT Lead with procurement of requested hardware according to Maersk purchasing procedures

- Act as local project coordinator for hardware/software upgrades, country cluster and/or regional consolidation activities and other agreed technical projects.

Critical Requirement

- At least 3-5 years of experience at similar role(s) and have worked with large organizations having global presence whereby experience would include interaction with virtual teams and remote support.

- Well versed with handling of onsite infrastructure components including but not limited to end user computing and datacentre equipment.

- Practical experience in logistics industry / warehouse support is a big plus.

- Must have engaged and supported VIP users for various catalogued requirements and be a good communicator both orally and in written form.

- Should be able to establish a good working relationship with vendors responsible for delivery of services and other peer groups within the same support function.

- Coordination with external vendors for local requirements should form part of the skillset as it would require knowledge of local regulations and customs to facilitate delivery of products and services.

- Language proficiency: Native Vietnamese level, professional English communication (English professional terminology is a must)

Technical Skills:

- Exposure and working experience with latest standards in hardware for desktops, printers, end user mobility devices / services, datacentres

- Working knowledge of Microsoft products (Windows10 OS + O365) and basic troubleshooting skills

- Working knowledge around collaboration tools like Video conferencing, IP Softphone / handphone, and MS Teams Live events etc.

- PC hardware and peripheral troubleshooting skills (including IP printers)

- Working knowledge of server and network troubleshooting

- Knowledge of File and Print services and Active Directory

- Understanding of basic Service Delivery concepts (ITIL) [preferably ITIL certified]

Key measures

- Escalation handling and SLM adherence

- Project delivery and timeline adherence

- Budget adherence and procurement deadlines

- Asset Inventory accuracy

- Infrastructure management

Working Conditions

- This role requires working onsite at various warehouse and office locations.

- Collaborate with other IT teams and working with the local vendor/s

- Occasional travel to other sites may be required.

Soft skills:

- Time management

- Effective communication

- Customer service

- Initiative

Business skills:

- Excellent communications skills

- Strong sense of ownership

- Strong analytical skills

- Ability to work collaboratively with others

- Ability to multi-task at a high level

Personal profile:

- Strong interpersonal skills

- Detail-oriented

- Ability to take initiative and work independently

- Results-oriented

- Sense of urgency

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.

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