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.clarkson.com

Role Summary

The person in this role will work as part of the main Global Platforms team, who are responsible for developing and maintaining all corporate IT services, ranging from desktop engineering through on premise and cloud virtualisation, storage and SAAS products, network connectivity as well as providing an escalation point for support.

What you’ll be doing

• Responsible for maintaining a subset of live services (network connectivity is maintained by a separate team), including but not limited to:

o Scheduled checks through all assigned systems
o Service improvements – managed and transitioned through the established Change Process
o Incident and Service Request escalations from other teams
o Conducting planned resilience and continuity activities through all global systems, services, platforms and offices.
o Capacity management across all core services and systems, to ensure growth is predicted and scaled for.
o Backup and resilience through Commvault
o Liaising with third parties and the business to resolve issues and incidents.

• Work within and adhere to set delivery standards through all incident and request queues.

• Ensure adherence to the set KPI’s and CSF’s to support the IT strategic direction and objectives.

• Continuously look and drive for development / training areas and improvements for the entire team

• Act as the Subject matter expert on our Server and storage environment (VMware, Azure, HPe hardware

• Work to triage and resolve user incidents & service requests, taking ownership, trouble shooting and liaising with other IT teams to resolve and manage user expectations.
• Educate colleagues on best practice, adoption and utilisation of technology, applications, and services.

• Work with the Lead IT Operations Engineer to identify trends and spot potential problems.

• Improve and iterate on service support provision to the office.

• Provide support with hardware and software maintenance.

• Additional / ad hoc duties as required to meet the needs of the business.

What we’re looking for

We’d love to hear from you if you:
• are open-minded, embracing of change, driven & enthusiastic, and considerate to others
• act with integrity
• are dedicated to excellence
• collaborate & challenge for collective success

Key Skills & Experience

• 3 years plus experience within an IT Support role.

• Good knowledge of ServiceNow ITSM.

• 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.

• Desire to learn and to undertake on-the-job training and continuous personal development.

• Being meticulous with all Change Control.

Knowledge/experience of the following are required:

• VMWare ESXi & VCentre

• VMware (vCenter + Horizon)

• PowerShell scripting and automation

• Backup tools (ideally Commvault, but training can be provided)

• Office 365

• Microsoft Intune (or equivalent MDM Solution)

• Windows Server

• Active Directory/Azure Active Directory

• Exchange (both on-prem and M365)

• Endpoint Security Software (Cisco Amp – or equivalent)

• Service Now ITSM Special requirements

• The successful candidate will be expected to participate on an on-call rota for out of hours escalations (the Global Operations team has staff based in Europe, the US and Asia minimising weekday out of hours escalation) and an early / late shift rota.

• Some travel to remote offices may be occasionally required at short notice.