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 general 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 be

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