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 escalation 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

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 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 [email protected].

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📌 Support Analyst (Algeciras)
🏢 A. P. Møller-Mærsk
📍 Algeciras