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 integral 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, 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, 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 ******.
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!
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📌 Support Analyst (Campo)
🏢 A. P. Møller-Mærsk
📍 Campo