Support Analyst

APM Terminals; Algeciras; Presencial; EUR 32.000 - 42.000; Jornada completa

Descripción de la vacante

APM Terminals in Algeciras, Spain seeks a Support Analyst to provide enterprise-level assistance to users, diagnosing and troubleshooting software, hardware, and firmware issues. You will use Service Now, email and chat to deliver quick answers and guidance, escalating complex cases as needed.

Responsibilities include identifying solutions, validating issues, logging all incidents, and preparing reports. A background in IoT, networks, and terminals is valued, with strong English communication

Formación

• Background in Software and IT projects as Operations Support.
• Knowledge of support procedures and handling global clients.
• Port/terminal experience or background is desirable.

Responsabilidades

• Research 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 problem.
• Track issues through to resolution within agreed time limits.
• Talk users through actions via Service Now, phone, email or chat until resolution.

Conocimientos

Communication skills

English fluency

IoT/software engineering interest

Analytical thinking

Support procedures

Incident resolution

User communication

Terminal deployments knowledge

Herramientas

Mikrotik Routers

RouterOS

Azure

Virtual Machines

MS SQL Server

HTML

REST API

Descripción del empleo

Job Overview

APM 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 Tasks

• Research 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 problem
• Track issues through to resolution, within agreed time limits
• Talk 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 users
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Prepare accurate and timely reports
• Document technical and functional knowledge in the form of notes, manuals, SOPs and troubleshooting guides
• Maintain cordial relationships with users and stakeholders
• Gather and evaluate user feedback

Experience

• Background in Software and IT projects as Operations Support
• Knowledge of support procedures and handling global clients
• Port/terminal experience or background (Desirable)

Job Skills

• Good oral and written communication and collaborations skills.
• Fluent in English (B2)
• Passionate about IoT technology and software engineering
• Analytical thinking and problem solving
• Creation and execution of Support Procedures
• Solve incidents raised by the application users in different terminals.
• Contact with users to understand the incidents they have with the application
• Understand the deployed projects in all the terminals where the solution has been deployed

Technical Skills & Knowledge

Networks 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, J1939, 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, JPA

Soft Skills

• Well-organized, timely, and persistent possessing empathy, personal tact, cultural understanding, and strong communication skills
• Strong candidates are proactive with strong multitasking and problem-solving skills
• Excellent verbal and written communication skills in English and Spanish
• Team player attitude and must have the ability to work together across boundaries and exchange as well as adapt skills
• Strong analytical and problem-solving skills
• Strong collaboration and communication skills within distributed project teams
• Documentation skills and creation of SOPs/Knowledge documents
• Conflict management and Problem Tree method of performing root cause analysis

Equal Opportunity & Inclusion

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. 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 [e-mail].

Company Culture

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!