About Hapag-Lloyd
With a fleet of 287 modern container ships and a Vessel Capacity 2.2 million TEU, as well as a Container Capacity 3.2 million TEU including one of the world’s largest and most modern reefer container fleets, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13.500 employees and 400 offices in 139 countries. Hapag-Lloyd has a container capacity of 11.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 114 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2.600 employees assigned to the Terminal & Infrastructure segment deal with terminal-related activities and provide complementary logistics services at selected locations.

WHAT WE ARE LOOKING FOR

ABOUT OUR FLEET IT TEAM

The Fleet IT team is responsible for ensuring reliable and efficient IT operations for nearly 70 HL-managed vessels. Their expertise encompasses IT platforms, applications, networks, and operational technology (OT) systems essential for maritime operations. The team supports vessels by handling all IT-related aspects, including system optimization, compliance, and cybersecurity. Collaboration across global locations enables seamless support and cross-team synergy. With a focus on continuous improvement, they contribute to the digital transformation of the Fleet. The team is committed to delivering high-quality IT solutions tailored to maritime needs.

THE ROLE – MARITIME IT SPECIALIST

The Level 2 IT Support Specialist provides vital technical support to end-users, ensuring the stability and efficiency of IT systems onboard vessels and within the organization. This role involves diagnosing and resolving IT-related issues, managing monitoring tools, maintaining IT infrastructure, and collaborating with Level 3 teams to address complex problems. The position requires a proactive approach to IT support and a strong focus on customer satisfaction.

YOUR RESPONSIBILITIES

• Technical Support:

  • Provide first and second-level technical support to end-users through multiple communication channels (e.g., phone, email, remote tools).
  • Diagnose and resolve hardware, software, network, and other IT-related issues promptly and efficiently.
  • Escalate complex technical problems to Level 3 teams, ensuring detailed documentation and timely resolution.
  • Troubleshoot issues with Windows client systems (Windows 10 and 11) and peripheral devices such as workstations, printers, and scanners.

• Monitoring and Maintenance:

  • Manage and maintain monitoring solutions to proactively identify and address potential IT issues before they impact users.
  • Monitor the performance of IT systems, ensuring the smooth operation of critical services.

• System Configuration and Management:

  • Configure and set up computer systems, software applications, and peripherals for end-users onboard vessels.
  • Maintain and manage user accounts, permissions, and access rights using Active Directory and other tools.
  • Troubleshoot and resolve hardware issues related to workstations, printers, and other devices.
  • Ensure compliance with IT policies and security standards while performing administrative tasks.

• Server and Active Directory Support:

  • Possess basic knowledge of handling L2 activities in physical servers, virtual servers, and virtual environments such as Hyper-V.
  • Handle basic Active Directory tasks, including creating and modifying user accounts, security groups, and permissions.

• Product and Process Improvement:

  • Assume responsibility for specific software products as an IT product specialist, ensuring their optimal performance.
  • Identify opportunities for improvement in IT support processes and contribute to continuous improvement initiatives.

• Documentation and Reporting:

  • Document support activities, resolutions, and technical solutions in a centralized knowledge database.
  • Generate reports on support metrics, recurring issues, and system performance to identify areas for improvement.

WHAT WE ARE LOOKING FOR

• Experience 3 to 6 Years:

  • Proven experience in providing IT support, preferably in a maritime or similar industry.

• Educational Background:

  • A university degree in Information Technology or an equivalent qualification.

• Technical Skills:

  • Advanced understanding of computer hardware, networks, and peripherals.
  • Proficiency in troubleshooting Windows client systems (Windows 10 and 11).
  • Familiarity with workstations, printers, scanners, and other peripheral devices.
  • Proficiency in Windows operating systems for servers and clients.
  • Familiarity with Microsoft Office Suite and other commonly used software applications.
  • Knowledge of IT monitoring tools and their management.

• Certifications:

  • IT certifications such as Microsoft Certified IT Professional (MCITP), CompTIA Network+, or similar are a strong plus.

• Competencies:

  • Strong problem-solving and analytical abilities with keen attention to detail.
  • Excellent communication and customer service skills to effectively interact with end-users and technical teams.
  • Team player mentality, fostering collaboration among internal IT teams, external stakeholders, and business units.

WHAT WE OFFER

  • Competitive salary
  • Self & Family Health Insurance
  • Term & Life Insurance
  • OPD Benefits
  • Employees’ Deposit Linked Insurance Scheme (EDLI)
  • Learning & Development through HL Academy
  • Flexible Work from Home
  • Leave Travel Allowance
  • Variable performance bonus
  • Recreation facilities
  • Privilege, Casual and Sick leaves

 

Contact person

Muthu Vignesh Rajendran Talent Acquisition Executive