Support Analyst

Job OverviewAPM Terminals We are looking for a Support Analyst that helps us to provide enterprise level assistance to our users.You will diagnose and troubleshoot software, hardware and firmware issues and user’s concerns related to our product.In this role, you will use Service Now, email and chat applications to give users quick answers to simple issues.For more complex problems that require detailed instruction, you will contact them via phone and/or provide clear, written instructions and manuals.Daily TasksResearch and identify solutions to product issues.Validate, diagnose and troubleshoot issues reported by users.Ask users targeted questions to quickly understand the root of the problemTrack issues through to resolution, within agreed time limitsTalk users through a series of actions, either via Service Now, phone, email or chat, until the ticket is closed.Properly escalated unresolved issues to appropriate internal teams (technical or deployment teams)Provide prompt and accurate feedback to usersEnsure all issues are properly loggedPrioritize and manage several open issues at one timePrepare accurate and timely reportsDocument technical and functional knowledge in the form of notes, manuals, SOPs and troubleshooting guidesMaintain cordial relationships with users and stakeholdersGather and evaluate user feedbackExperienceBackground in Software and IT projects as Operations SupportKnowledge of support procedures and handling global clientsPort/terminal experience or background (Desirable)Job SkillsGood oral and written communication and collaborations skills.Fluent in English (B2)Passionate about IoT technology and software engineeringAnalytical thinking and problem solvingCreation and execution of Support ProceduresSolve incidents raised by the application users in different terminals.Contact with users to understand the incidents they have with the applicationUnderstand the deployed projects in all the terminals where the solution has been deployedTechnical Skills & KnowledgeNetworks Experience.Demonstrable experience in Mikrotik Routers and RouterOS or similar, preferably MTCNA and MTCRE Certified.Others like MTCTCE, MTCWE will be a plus IoT skills including sensors, LP Access technologies like Bluetooth, Network and Telecommunications background, and Automation knowledge Experience in LTE and Wireless Technologies, mainly based on Mikrotik devices Experience on Azure and Virtual Machines Industrial networks and Electronic circuits Industrial protocols and automation knowledge (Siemens, ABB, Yaskawa, CanBUS 2.0B, J**, Scada, OPC-UA) Knowledge of Service Now and its capabilities for incident and change management Business Intelligence tools like MicroStrategy, Power BI and Grafana Hands on knowledge of Programing languages like Java, Python, C++, C#, Node JS, PLC, RDBMS, MS SQL Server, HTML, WebServices (SOAP, API Rest), Spring framework, JPASoft SkillsWell-organized, timely, and persistent possessing empathy, personal tact, cultural understanding, and strong communication skillsStrong candidates are proactive with strong multitasking and problem-solving skillsExcellent verbal and written communication skills in English and SpanishTeam player attitude and must have the ability to work together across boundaries and exchange as well as adapt skillsStrong analytical and problem-solving skillsStrong collaboration and communication skills within distributed project teamsDocumentation skills and creation of SOPs/Knowledge documentsConflict management and Problem Tree method of performing root cause analysisEqual Opportunity & InclusionMaersk 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.We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.We are happy to support your need for any adjustments during the application and hiring process.If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing **** CultureAt 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!#J-*****-Ljbffr

in Software and IT projects as Operations SupportKnowledge of support procedures and handling global clientsPort/terminal experience or background (Desirable)Job SkillsGood oral and written communication and collaborations skills.Fluent in English (B2)Passionate about IoT technology and software engineeringAnalytical thinking and problem solvingCreation and execution of Support ProceduresSolve incidents raised by the application users in different terminals.Contact with users to understand the incidents they have with the applicationUnderstand the deployed projects in all the terminals where the solution has been deployedTechnical Skills & KnowledgeNetworks Experience. Demonstrable experience in Mikrotik Routers and RouterOS or similar, preferably MTCNA and MTCRE Certified. Others like MTCTCE, MTCWE will be a plus IoT skills including sensors, LP Access technologies like Bluetooth, Network and Telecommunications background, and Automation knowledge Experience in LTE and Wireless Technologies, mainly based on Mikrotik devices Experience on Azure and Virtual Machines Industrial networks and Electronic circuits Industrial protocols and automation knowledge (Siemens, ABB, Yaskawa, CanBUS 2.0B, J**, Scada, OPC-UA) Knowledge of Service Now and its capabilities for incident and change management Business Intelligence tools like MicroStrategy, Power BI and Grafana Hands on knowledge of Programing languages like Java, Python, C++, C#, Node JS, PLC, RDBMS, MS SQL Server, HTML, WebServices (SOAP, API Rest), Spring framework, JPASoft SkillsWell-organized, timely, and persistent possessing empathy, personal tact, cultural understanding, and strong communication skillsStrong candidates are proactive with strong multitasking and problem-solving skillsExcellent verbal and written communication skills in English and SpanishTeam player attitude and must have the ability to work together across boundaries and exchange as well as adapt skillsStrong analytical and problem-solving skillsStrong collaboration and communication skills within distributed project teamsDocumentation skills and creation of SOPs/Knowledge documentsConflict management and Problem Tree method of performing root cause analysisEqual Opportunity & InclusionMaersk 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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing ** CultureAt 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! #J-*****-Ljbffr