Warehouse IT & OT Supporter

Maersk; Sontra; On-site; EUR 60,000 - 80,000; Full time

Job summary

Maersk is seeking a Senior IT Support Technician to provide onsite support for end-user devices, manage assets, and maintain IT infrastructure across Europe. You will handle 2nd and 3rd line support with ServiceNow and coordinate with vendors for complex incidents.

Join a team focused on IT projects, CMDB accuracy, and cross-site collaboration, with occasional remote assistance across Europe and strong language requirements in English and German.

Qualifications

• 2nd-level desktop support experience (Windows 10, VPN, Citrix, Microsoft 365).
• Proficient with end-user devices, mobile devices, and peripherals (printers, scanners, label printers).
• Experience with Wi-Fi/WLAN and video conferencing (Teams Rooms, IP softphones).
• Familiar with IT infrastructure (AD, file/print, servers) and basic troubleshooting.
• ITSM tools experience (ServiceNow) and ITIL Foundation certification.
• Strong customer service mindset and end-to-end ownership.
• Excellent communication and collaboration skills; able to train small groups.

Responsibilities

• Set up and maintain end-user hardware per SOPs.
• Provide 2nd and 3rd level IT support via ServiceNow with SLA compliance.
• Coordinate with vendors for hardware issues and own complex incidents.
• Manage incidents and problems; support local IT projects and rollouts.
• Maintain asset records in the CMDB.
• Serve as primary IT support at the location and assist other sites in Europe.
• Contribute to IT projects and provide remote/on-site support as needed.
• Promote IT services within the organization.

Skills

2nd Level Support

Windows 10

VPN

Citrix

Microsoft 365

End-user Devices

Mobile Devices

Printers & Scanners

Wi‑Fi/WLAN

Video Conferencing

Active Directory

ServiceNow

ITIL Foundation

English & German

Education

ITIL Foundation Certification

Tools

ServiceNow

Active Directory

Job description

Job Description

Senior IT Support Technician is primarily responsible for onsite support of end-user devices, asset management, and physical maintenance of IT equipment such as servers, switches, printers, cabling, video conferencing systems, mobile devices, handheld scanners, wireless LAN, warehouse tablets, in-vehicle displays, and label printers.

Key Responsibilities:

• Set up and maintain end-user hardware (WiFi access points, RF scanners) following SOPs and manuals.
• Provide 2nd and 3rd level IT support via ServiceNow, ensuring SLA compliance.
• Coordinate with vendors for hardware issues and take ownership of complex incidents.
• Manage incidents and problems, and support local IT projects and rollouts.
• Maintain accurate asset records in the central CMDB.
• Serve as primary IT support at your location, including occasional support for other sites across Europe.
• Participate in IT-related projects and provide remote/on-site support as needed, including on-call availability.
• Represent and promote IT services within the organization.

Who we look for

• Strong 2nd level desktop support skills (Windows 10, VPN, Citrix, Microsoft 365)
• Proficient with end-user devices, mobile device setup (iOS, Android), and peripherals (printers, scanners, label printers)
• Experience with Wi-Fi/WLAN, video conferencing (Teams Rooms, IP softphones, Teams Live Events), and collaboration tools
• Basic understanding of warehouse operations and handheld device configuration
• Familiar with IT infrastructure (routers, switches, cabling), file/print services, Active Directory, and basic server/network troubleshooting
• Knowledge of ITSM tools (e.g. ServiceNow), ITIL V3 Foundation certified, and change/risk management awareness
• Strong customer service mindset, problem-solving ability, and end-to-end issue ownership
• Excellent communication, time management, and collaboration skills across all levels
• Presentation and training abilities for small groups
• Good English and German skills

Senior IT-Support-Techniker ist in erster Linie verantwortlich für den Onsite-Support von Endanwendergeräten, das Asset-Management sowie die physische Wartung von IT-Equipment wie Servern, Switches, Druckern, Verkabelung, Videokonferenzsystemen, mobilen Endgeräten, Handscannern, WLAN-Systemen, Warehouse-Tablets, In-Vehicle-Displays und Etikettendruckern.

Kernaufgaben:

• Einrichtung und Wartung von Endanwender-Hardware (z. B. WLAN-Access-Points, RF-Scanner) gemäß SOPs und Handbüchern
• Bereitstellung von 2nd- und 3rd-Level-IT-Support über ServiceNow unter Einhaltung der SLAs
• Koordination mit externen Dienstleistern bei Hardwareproblemen sowie Übernahme der Verantwortung für komplexe Incidents
• Management von Incidents und Problems sowie Unterstützung lokaler IT-Projekte und Rollouts
• Pflege korrekter Asset-Daten im zentralen CMDB-System
• Hauptansprechpartner*in für IT-Support am eigenen Standort sowie gelegentliche Unterstützung anderer Standorte in Europa
• Mitarbeit an IT-bezogenen Projekten sowie Remote- und Vor-Ort-Support nach Bedarf, einschließlich Rufbereitschaft
• Repräsentation und aktive Förderung der IT-Services innerhalb der Organisation

Wen wir suchen:

• Fundierte Erfahrung im 2nd-Level-Desktop-Support (Windows 10, VPN, Citrix, Microsoft 365)
• Sicherer Umgang mit Endanwendergeräten, mobiler Geräteverwaltung (iOS, Android) sowie Peripheriegeräten (Drucker, Scanner, Etikettendrucker)
• Erfahrung mit Wi-Fi/WLAN, Videokonferenzsystemen (Teams Rooms, IP-Softphones, Teams Live Events) und Kollaborationstools
• Grundverständnis von Warehouse-Abläufen und der Konfiguration mobiler Handheld-Geräte
• Kenntnisse der IT-Infrastruktur (Router, Switches, Verkabelung), File-/Print-Services, Active Directory sowie grundlegende Server- und Netzwerk-Fehleranalyse
• Vertrautheit mit ITSM-Tools (z. B. ServiceNow), ITIL-V3-Foundation-Zertifizierung sowie Verständnis von Change- und Risk-Management
• Ausgeprägte Serviceorientierung, Problemlösungsfähigkeit und Verantwortung für Themen von Anfang bis Ende
• Sehr gute Kommunikations-, Zeitmanagement- und Teamfähigkeiten auf allen Ebenen
• Präsentations- und Schulungsfähigkeiten für kleine Gruppen
• Gute Englisch- und Deutschkenntnisse

Maersk 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.

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