IT/OT Terminal Support Analyst

About the role

The IT/OT Terminal Support Analyst will provide day‑to‑day support for both Information Technology and Operational Technology environments at APM Terminals, ensuring stable, secure and reliable services for terminal operations.

Key responsibilities

• Provide end‑user support for hardware, software, access management, cabling and peripheral issues across the terminal.
• Support and maintain OT systems such as CCTV, OCR, gate kiosks, access control, radios, reefer monitoring and Vehicle‑Mounted Terminals.
• Configure, deploy, troubleshoot and maintain IT assets including desktops, laptops, tablets, mobile devices, printers and structured cabling.
• Manage incidents, service requests and changes through ServiceNow while meeting defined service levels.
• Perform preventive maintenance and troubleshoot infrastructure, network connectivity, fiber and cabling issues.
• Coordinate and supervise external vendors for installation, maintenance and repair activities on‑site.

Required profile

• Bachelor’s degree in Computer Science, IT, Telematics or related field, or equivalent experience.
• 3–5 years of hands‑on experience supporting IT infrastructure and end‑user technologies in a medium‑to‑large operational environment.
• Experience with operational/industrial technologies such as CCTV, access control, VMT, OCR or radios.
• Strong troubleshooting skills across Windows environments, networking fundamentals and structured cabling.
• Experience with ITSM/ITIL processes and tools.
• Fluent communication in Spanish and English.

Required skills

• Windows operating systems
• ServiceNow (ITSM tool)
• CCTV and video surveillance systems
• OCR solutions
• Access control systems
• Radio communication devices
• Structured cabling and networking fundamentals
• Endpoint device management (desktops, laptops, tablets, mobile devices)

What we offer

• Opportunity to support business‑critical technology that powers global trade.
• Exposure to both IT and OT environments within a world‑class terminal operation.
• Collaborative environment focused on safety, operational excellence and continuous improvement.
• Interaction with regional technology teams, operational stakeholders and industry‑leading vendors.