Are you an IT professional who loves helping end users and are passionate about everything IT? Do you enjoy working in a dynamic environment and consider yourself service-minded and a go-getter? Then you should join our IT Support Team in Manila!

We have an opening for the role of IT Support Specialist, where you will become part of a global team that manages, supports, maintains, and upgrades all IT infrastructures across Maersk Supply Service (MSS) fleet and our global offices. Our office environment in Manila is welcoming, and you will be working with friendly and supportive colleagues. 

To be successful in the role it will be an advantage to be familiar with “service desk essentials” like Active Directory, Office365, User Administration, OS, and PC (hardware) troubleshooting, Cloud Computing, and network troubleshooting. It will also come in handy if you have previous knowledge with Incident Management, Request Fulfillment, Problem, and Change Management. To put a few words to what skills we appreciate in a colleague, it would be words like customer-centric, problem solver, caring, honest, observant, humble, rational and above all else self-aware.

The position is based in Manila, Philippines. We have a hybrid work setup, which means that there is flexibility to work from home on some days and work on site 1-2 days per week.

The IT Support team support the business 24/7 x 365, which means we work in shifts on a rotation schedule that changes every other month, and on demand if business needs require it.

Key responsibilities:

The responsibilities of IT Support include, but are not limited to:

• Ticket management in MSS ServiceNow (ITSM), including taking ownership of tickets and getting them solved.
• Handling of user contact via all channels: e-mail/self-service/chat/phone regarding IT incidents and requests for all MSS users.
• Documentation of user contacts following ticket handling, ensuring high ticket quality.
• Perform high quality initial diagnosis and using technical/logical/troubleshooting skills as well as our updated knowledge database to resolve and restore IT incidents as quickly as possible.
• Process IT service requests (REQ) according to approved processes as available in MSS updated knowledge base.
• Provide great user experience, including timely and effective communication for all IT Support related needs.
• Share and implement best practices across MSS IT Support.
• Work with 2nd and 3rd level teams, which can be internal or external vendors, as part of ticket resolution.
• Assist in keeping an updated IT Support Service catalogue and knowledge articles.
• Identify opportunities to improve overall performance and stability.
• If assigned to project work, work with project managers to ensure the project is successful.
• Be an advocate for ensuring that the IT Support function is prepared to take over IT Support of new services/applications.
• Willing and flexible to travel upon business need.

Who are we looking for:

We are looking for a person with an analytical and creative mindset who can find solutions using only the available onboard hardware/software and the assistance of the vessel crew.

You will have a relevant IT education with PC/server hardware knowledge, knowledge of server administration and support and experience with providing end user support. Knowledge from the maritime business is an advantage, but not essential.

Someone who is self-motivated with the ability to work independently and with high personal integrity; proactive and focused on continuous service improvement with strong service delivery experience. As you will be supporting many nationalities/people, it is vital that you are outgoing and have excellent communication skills in English.

Technical skills:

• Knowledge and experience with ITIL Processes and IT Service Management
• Proven background on Windows Server based infrastructure
• Proven background on networking on both LAN and WAN setup
• Knowledge with Hyper-V Management service including Virtual Server setup and configuration.
• Knowledge in Firewall devices and Router configuration.
• Should have basic troubleshooting knowledge of PCs, printers, and other peripherals that is commonly used in an office environment.
• Good knowledge on Microsoft Office applications including basic troubleshooting and support services.

Application:

If you think this role could be something for you, please do not hesitate to apply through our website. We will interview on a continuous basis, so we encourage you to apply sooner rather than later.

 

Maersk Supply Service provides offshore marine services for oil and gas and offshore wind customers. The company is actively working to solve the energy challenges of tomorrow including developing new innovative solutions to accelerate the energy transition. Headquartered in Lyngby, Denmark, it has over 1,000 employees both onshore and offshore and owns more than 30 vessels and one Wind Installation Vessel under construction. Maersk Supply Service is owned by A.P. Moller Holding, which is owned by the A.P. Moller Foundation. The A.P. Moller Foundation was established by the founding family to ensure that the foundation contributes to society for generations to come. Today, A.P. Moller Holding invests in both private and public companies based on these four themes: global trade, the energy transition, circularity, and demographic and societal changes. For more information, visit www.maersksupplyservice.com