Description du poste The role of APMT L1 Support Analyst is pivotal to the APMT brand and its successful journey into the future.
The successful candidate will be part of a growing team delivering the APMT centralised support strategy for our global Terminals that not only meets the need of our business today but will be a differentiator in enabling our colleagues and partners with technology support that is a catalyst for productivity and innovation.
Based in Tangier, working with the APMT global teams and a member of the 24/7 L1/L2 teams currently located in Tangier and Panama, supporting APMT Terminals globally, as a part of the Maersk Group, you will embark on a transformational journey with great opportunities for career development within a global organization.
As the APMT L1 Support Analyst , you will be a core member of the support function responsible for enabling APMT's highly distributed global business relative to both APMT's Technical and Business IT Services required to deliver against our Port Terminal strategy.
You will be exposed to a wide and challenging range of needs and opportunities requiring you to engage closely with stakeholders across all management levels within the group as you help manage and develop the global support offering.
Job Summary
This is an entry 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 L1 Support Analyst
playing a crucial role in providing front-line IT technical support to APMT Port Terminals within the organization. This position involves troubleshooting and resolving basic IT issues, assisting with hardware and software problems, and ensuring that technology-related inquiries and incidents are addressed promptly through effective escalation if required to the next level of support. The IT L1 Support Technician also contributes to maintaining an efficient and productive IT environment
Key Responsibilities
Frontline Terminal Support : Respond to user-reported IT issues through various channels (ServiceNow ticketing system, phone, email, chat). Provide friendly and professional assistance to business user sin our Global Terminals, ensuring a positive customer service experience. Troubleshoot and resolve Level 1 technical issues, such as login problems, basic software errors, and system issues.
Incident Triage : Assess the severity of incidents and escalate complex issues to Level 2 support or other specialized IT teams as needed. Prioritize and manage multiple support requests effectively to meet service level agreements (SLAs).
Hardware and Software Support : Monitor core systems relative to dashboard and automated alerting plus react as appropriate based on the potential impact of any deviation to preferred operation. Troubleshoot hardware and software issues and facilitate timely repairs or replacements. Install and update software applications and operating systems.
Documentation : Maintain accurate records of support activities, including issue descriptions, resolutions, and user interactions. Contribute to the creation and updating of IT support documentation and knowledge base articles.
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. Report security 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:
A Bachelor's degree in Information Technology is a plus OR similar qualifications developed via career experience. Basic understanding of computer hardware and software. Basic knowledge in Service Management and Support Structures. Provide first line support to a diverse set of Technologies including Terminal DC infrastructure and Terminal Business Services (IT Applications). This is an entry level position within IT general knowledge The ideal candidate has experience with ITIL using it to support globally managed applications and detail oriented. 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+, MCSA) are a plus but not required. TCP/IP network and general WAN/LAN trouble shooting Assist in/Manage ad-hoc projects as 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.
Additional info
Ref. R72557 At APM Terminals, we are a team of over 20,000 employees spread across more than 60 countries united by a passion to provide our expertise in port operations and container management services. By providing the expertise and port infrastructure essential to world trade, we actively support the advancement of the societies around us, enabling local economies to unlock their potential and build an even stronger global community. Working with a team of talented professionals you will get a chance to experience different cultures and make friends all over the world. You'll find a culturally diverse, stimulating environment at any of our offices, terminals or depots. When you join APM Terminals, the world is your workplace. APM Terminals is an independent business unit within the Danish Maersk Group – a Global Fortune 500 company with about 89,000 employees and offices in 130 countries with global growth opportunities in a range of fields from shipping and energy to our offshore and manufacturing industries - Join us to achieve even your most ambitious career goals!
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