Company Overview

Offering a complete ecosystem of maritime services, including broking, finance, port services and research, Clarksons is at the heart of global shipping. Our unrivalled reach, expertise, and depth of experience, combined with leading research, enables us to partner with clients across every sector to meet the demands of the world’s rapidly evolving maritime, offshore, trade and energy markets. Building on our unique heritage and harnessing our insights to see further, faster, we work with our clients and communities to create strategies that have a positive impact on the industry and the world around us. Dedicated to excellence, it’s our people that drive success for our clients.

To understand more including day-to-day life at Clarksons, visit us at www.clarksons.com

Role Summary

We have a fantastic opportunity for an IT Operations Administrator to join our team in the US based out of Houston. The person in this role will work as part of the IT Support team and will be a key point of contact for the End User community. Alongside the team, the person in this role will support the activities of desktop services.

This position would be great for someone with some experience in a support role who is keen to develop their technical skills further. The ideal candidate will be passionate about delivering the highest standard of IT support, with a genuine interest in technology and its application and use in the business, as well as customer oriented with a desire to learn and develop a career in technical service delivery.

What you’ll be doing

• Working within the IT Administration team, you will be a key point of contact for user incidents & service requests.
• Helping to triage and resolve user incidents & service requests, taking ownership, trouble shooting and liaising with other IT teams in order to resolve and manage user expectations.
• Creating and maintaining accurate and concise ticket update/knowledgebase documentation within ServiceNow, with high focus on regional specifics.
• Educating colleagues on best practise, adoption and utilisation of technology, applications, and services.
• Working with the Lead IT Operations Administrator to identify trends and spot potential problems.
• Improving and iterate on service support provision to the office.
• Ensuring computers, printers and other peripherals are operational.
• Providing support with hardware and software maintenance.
• To fulfil additional / ad hoc duties as needed in order to meet the needs of the business.

What we’re looking for

We invite applications from candidates who can demonstrate:

• Drive and self-motivation, with the desire and commitment to succeed, deliver excellence and make positive change;
• Relationship building, with excellent interpersonal skills and the ability to quickly build rapport;
• Collaboration, able to work well with others across diverse backgrounds to share information, develop skills, and deliver results;
• Resilience with the ability to persist and adapt;
• Smart problem-solving and analytical abilities, with a curious and inquisitive mind, and an openness to new ideas;
• Professional integrity and a respect for company values.

Other requirements

• Previous experience within an IT Support role would be preferable.
• Customer oriented, with a passion for delivering excellent service and for continuous improvement of services.
• Excellent communication skills, able to provide technical support over the telephone, Chat or face to face.
• Professional manner with a strong work ethic.
• Good problem-solving skills, with a solution focused approach.
• Ability to adapt and handle a constantly changing flow of support calls and walk-up technical assistance.
• Ability to multitask effectively during busy times and remain calm during stressful situations.
• A team player who can work within a framework of procedure and policies.
• Self-motivated and able to use initiative.
• Flexible and willing to work outside of the core hours if necessary.
• Knowledge and some experience of products within the Microsoft Office 365 suite.
• Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive and Exchange would be advantageous.
• Knowledge and experience of Active Directory administration, including user maintenance, configuring PCs and groups.
• Able to learn quickly and work within a fast-paced environment.
• Desire to learn and to undertake on-the-job training and continuous personal development.

Knowledge/experience of the following are required:

• Active Directory, Exchange (both on-prem and O365),
• VMware
• MS Office standard workloads (EO, EoP, Office, Powerpoint)
• Apple hardware & OS
• HP Hardware
• Multi Factor Auth setup (MS MFA, DUO)
• MS Intune
• Collaboration tooling such as Webex, Team Viewer, Zoom and MS Teams
• Windows 10

Knowledge/experience of the following are advantageous:

• ServiceNow ITSM tool
• VMware
• ITIL Foundation certification
• CUCM