Lead IT Support Technician - Saudi Arabia - SaudiArabia

Location: Jeddah
Company Name: Maersk

Do you have what it takes to elevate a world class business organization? Maersk Line , Saudi Arabia are looking for a Lead IT Support Technician with a passion for new technologies to support our internal customers for the Area organization in Saudi Arabia.

The individual will play a part in major global organizational improvement project and help implement global standard IT processes for service and support. Pro-active participation in regional Maersk IT Account Management team and develop core IT skills related to global support management with an insight into local business practices and challenges worldwide.

We offer

At Maersk, you’ll be part of a global team motivated by bringing food and commodities to people in every corner of the world. We do this through close partnerships with our valued customers, who trade everything from seafood and fruits, to clothes, electronics and cars! No matter our role in the Region our end goal is to simplify the lives of our customers. This is done through seamless processes, best in class digital solutions, and great customer service!

Our diverse team of passionate and dedicated colleagues are empowered and supported to grow by their leaders. We all have our customers in mind, in every action of our daily work life, and this is truly the key to reaching our target!

Key responsibilities

• Provide onsite local IT support for incidents that are assigned to the IT Support Technicians team & ensure that T&L IT standard processes are followed for services provided.
• Be responsible for Desktop management; install, move, add, change, decommission support for IT equipment (PCs, Laptops, Printers, Servers).
• Support general OS/MS Office/other application running problems or corruptions.
• Support and advice the Facilities Management/Office Services in relation to offices move planning.
• Support Hardware and Software asset management as per our global processes.
• Be responsible for LAN cabling troubleshooting.
• Be part of on-call support for critical incidents or emergency situations outside of regular business hours as part of our Business Continuity Plan.
• Provide a best in class service to our business customers & identify shortfalls in service delivery to implement improvements.
• Manage and assist with the resolution of 2nd level escalations and Major incidents.
• Coordinate and manage equipment through Maersk appointed list of vendors.
• Ensure a close liaison with Global Service Desk (GSC), GCC and other IT support groups.
• Provide remote IT support for other sites within Saudi Arabia Area as required .
• Project Execution: work closely with the Project Manager to implement projects.
• Provide VIP support to selective customers as per SLA and agreement.
• Provide input on IT Forecast and budget to the Regional IT Manager.

We are looking for

• 5+ years of IT support experience
• 2+ years of managerial or supervisory experience
• A Self Driven person with high values and integrity
• Self motivated – ability to operate with minimal supervision
• Ability to adapt to changing environments
• Good understanding of local legislations
• General understanding of business practices and drive to learn the T&L processes.
• Time Management and ability to prioritize and manage tasks.
• Good ITIL knowledge (certification optional)
• Project management certification is a plus but not a must (Agile, Prince2, PMP)
• Have worked with Service desk tools and Incident / problem / request processes
• Familiar across multiple Windows operating systems, Hardware (servers, routers, switches)
• Basic understanding of Networking and ability to liaise with remote support teams.
• Degree or Diploma in IT would be advantageous.
• Proactive approach to problem solving.
• Extraverted/Outgoing nature.
• Ability to communicate with a wide audience, at all levels in the organization.
• Good English language written and verbal skills as a minimum.
• Passion for technology and cutting-edge solutions.
• A real desire to help people: Solution provider Not a support provider.
• Someone who interacts with and understands business language/requirements, and able to translate into IT talk.