Description du poste Job Summary
The IT L2 Support Analyst is a key member of the IT support team, responsible for resolving more complex technical issues and providing in-depth support and maintenance to Technical and Business Services (IT Applications) within the organization. This role involves advanced troubleshooting, incident escalation/resolution management and expertise in a range of IT systems and applications. The IT L2 Support Analyst plays a critical role in ensuring the stability and reliability of the organization's diverse IT infrastructure.
This is a senior support level role and is responsible for 24/7 IT support for APMT's Business services and the associated underpinning technology services which run and secure the technology engine of APMT's Terminals in the context of both Global and regional IT support services offering.
Reporting to the APMT Senior Support Manager , you will serve as an APMT L2 Support Analyst playing a crucial role in providing second line IT technical support to APMT Port Terminals within the organization.
Key Responsibilities
- Advanced Terminal Technical Support : Provide Level 2 technical support for a wide range of IT issues, including hardware, software, and network-related problems. This is in conjunction with APMT's Regional Service Delivery teams covering Europe/Africa, Asia/Middle East, the America's, and our Global Hub Terminals.
- Incident Escalation : Assess the severity and complexity of incidents, making appropriate decisions on escalation to higher-tier support or specialized IT teams. Coordinate with Level 3 (L3) support and external vendors when necessary to resolve complex issues.
- System Maintenance : Ensuring our multiple Terminal a managed relative to Technical Debt, patch updates and security requirements. Working with stakeholders such as Microsoft, VMWare, Cisco, HPE, Orange, Linux. Significant interworking with Maersk Central teams such as Cyber Security and Software Audit Management. Implement and run standard operating processes (SOP) covering Linux, Windows Server & VMWare patching, and minor version updates
- Problem Management : Analyse recurring issues to identify root causes and develop long-term solutions. Contribute to the creation and maintenance of a problem management database. Support Root Cause Analysis and resolution for Linux, Windows Server, VMware, SAN, Zabbix and Hyperconverged technologies.
- Proactive Monitoring : Monitoring relative to our Observability/Monitoring strategy in conjunction with Qualys, TrendMicro reports and Cyber notifications to help Regions forward plan and execute cyber security vulnerability patching on a regular basis
- Cross Functional Support : Support Global DBA team with windows failover clustering implementations and SQL/Oracle patching. Collaborate with Software Audit team to carry out Health Check reviews for Linux, VMware, SQL, and Oracle. Provide Data Centre Design documentation / subject matter expertise for Infrastructure Modernisation, new Terminals and carry out DC site resilience Health Checks and DRP reviews.
- User Training and Documentation : Provide training and guidance to L1 support technicians and end-users on advanced IT topics and best practices. Assist in creating and updating support documentation and knowledge base articles. Support Global DBA team with windows failover clustering implementations and SQL/Oracle patching
- IT Inventory Management : Assist in managing IT equipment inventory, including tracking assets, performing audits, and assisting with procurement.
- Security and Compliance : Adhere to IT security policies and best practices. Participate in security incident response activities and report incidents promptly to the IT security team.
Who are we looking for
To be considered for this opportunity candidates will have the following capabilities, experience, and qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in IT support, with a focus on Level 2 or equivalent support.
- An empowered individual that works with Global teams to deliver a differentiated level of service.
- Very strong knowledge of Windows OS systems and maintenance.
- Supporting technical knowledge in hardware, software, and network troubleshooting including Microsoft, VMWare, Cisco, HPE, Orange, Linux, SAN, Z
- abbix and Hyperconverged technologies.
- A knowledge of the Terminal Business especially the IT Technical and Business Services.
- Proficiency in multiple operating systems, DC environments and common business applications
- Excellent problem-solving skills and the ability to analyse and resolve complex technical issues
- Effective communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
- IT certifications (e.g., CompTIA A+, Microsoft Certified, Cisco Certified) are a plus
- Familiarity with ITIL or IT service management frameworks is essential.
- Strong problem-solving and troubleshooting skills
- Excellent communication and interpersonal skills
- Customer-oriented approach with a strong focus on delivering quality support
- Ability to work well in a team and collaborate effectively with colleagues
- Willingness to learn and adapt to new technologies
- IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus but not required.
- Prior experience in a similar role or internship is advantageous
- Be a self-starter, with a strong drive for results, taking accountability for improved outcomes
- Good knowledge of written and spoken English
At APMT, we are looking for the best person for the job, independent of gender, age, nationality, or religious affiliation. We deliberately cultivate diversity, equal opportunity, and togetherness in our international teams.
Détails du poste Lieu de travail Maroc Domaine de la société Autres Services de Soutien aux Entreprises Type de société Non spécifié Type demploi Non spécifié Salaire mensuel Non spécifié Nombre de postes à pourvoir Non spécifié