Senior IT Support Specialist

6 days ago

Southport, United States Maersk Tankers Full time
Calling on Senior IT Support Specialist

At Maersk Tankers, our purpose is to pioneer shipping solutions for our partners and the planet. We believe in the power of diversity and inclusion to make this happen, including providing equal opportunities for all. We offer a global and flexible workplace where passion and engagement are met with opportunities to pioneer professional and personal development.

Your opportunity to join the adventure

In IT Operations & Applications, you will join a team of 9 talented and welcoming colleagues across 3 global offices. The team provide and support, in collaboration with multiple IT vendors, all infrastructure, IT services, assets, and business relevant applications needed by the business.

You will be based in Southport, Connecticut. Your primary focus is to lead the daily IT support to our US colleagues driving the resolution of all global customer incidents and requests, with a direct focus on managing user expectations and maintaining expected high service levels. This role is a subject matter expert within IT Service Management, providing best practices, procedures, and processes for incident, request, and problem management. You will be supporting across 1st, 2nd and 3rd level.

Proactive communication, coordination, escalation and leadership are paramount in this role.

We operate in an all-cloud Microsoft windows environment primarily running SaaS applications with a few internal applications and servers.

The job

Support
  • Serve as the main point of contact for all incidents & requests
  • Triage, solve and/or manage assigning/escalation of support tickets to internal staff and external co-sourced service desk teams
  • Provide technical support via phone, email, and in-person interactions
  • Provide after hours on-call support as required based on incident priority
  • Participate in after-hours maintenance
  • Relationship management of all co-sourced service desk teams (technical and administrative)
  • Identify improvements to operational capabilities and performance through direct customer feedback and internal discussion with the team
Projects
  • Complete IT projects within scheduled timeframe
Documentation
  • Champion high quality documentation of technical support processes and procedures
  • Identify and close any gaps in the existing documentation that impacts customer support
Are you part of the solution?

At Maersk Tankers, you can come as you are and be among people who will expand your horizon. As our new Senior IT Support Specialist, we do, however, expect that you can contribute with the following:
  • Minimum of an associate degree or equivalent experience or technical certifications
  • 5+ years of proven IT support experience
As well as subject matter familiarity with:
  • Office 365 products
  • Microsoft Entra ID
  • Windows Workstation and Server operating systems
  • Azure DevOps
  • Basic networking concepts
  • ITIL Foundation
  • Knowledge of Netskope (SASE) is beneficial

In addition to the above technical competences, we also expect that you are familiar with working in a service desk environment with ITSM systems following SLAs and that you enjoy working in a team-oriented, collaborative environment as well as being independent.

We expect you to be obsessed with customer support and white glove service and always seek ways to improve efficiency by not re-inventing the wheel for repetitive tasks. You must also proactively communicate to keep everyone in sync and build trust and great relationships.

For further information about the role connect with Head of IT Operations & Applications Aya Ahm at aya.ahm@maersktankers.com.
Maersk Tankers

Maersk Tankers and affiliated companies operate one of the largest tanker fleets in the world through direct ownership and commercial management solutions for shipowners. Our purpose is to pioneer shipping solutions for our customers, partners and the planet. Founded in 1928, we have a century of expertise in management of tankers, which we use to develop and deploy solutions that help shipowners boost the economic and environmental performance of their vessels. Maersk Tankers employs approximately 300 people and is headquartered in Copenhagen, Denmark. Maersk Tankers is owned by A.P. Moller Holding. Additional information is available at www.maersktankers.com.

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