User Support Technician

4 days ago

Burnaby, Canada DP World Vancouver Full time

About DP World

We are a leading provider of worldwide smart end-to-end supply chain logistics, enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain - from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer solutions.

DP World has over 350 business units in 75 countries across six continents. Our dedicated, diverse and professional team of more than 103,000 people from 161 nationalities are committed to integrating sustainability, responsible corporate citizenship and striving for a positive contribution to economies and communities where we live and work.

DP World Canada

Ideally positioned for global trade, we act as a key gateway for trans-Pacific trade between Asia and Canadian markets, as well as beyond to the US. Our central location is a multi-transport hub which offers excellent intermodal connections via two rail networks, CN Rail and CP Rail, as well as direct road links. With a global reputation built on nearly a century of experience, DP World Canada also provides stevedoring services at ports and terminals throughout British Columbia. Our world-renowned professionals provide safe, innovative, and unsurpassed cargo handling trusted by top manufacturers around the world. We handle a wide range of cargoes such as breakbulk, yachts, roll-on roll-off and forest products. We are your global leader in container handling services.

What We Offer

Joining DP World Canada means joining a people-oriented company. You will be amongst great colleagues, enjoying a relaxed environment that values your contributions. We pride ourselves on our openness, approachability, excellence in safety and customer service and our commitment to growth and innovation. We also offer top-notch benefits and perks, including an extensive extended health benefits plan, lifestyle spending account, pension with employer contributions, retirement savings plan, and support for professional development. On top of that, we realize it takes world-class people to run world-class operations, so we offer competitive total compensation packages.

The Opportunity

The User Support Technician is responsible for providing prompt and efficient IT HelpDesk support for the Company including receiving, documenting, monitoring and troubleshooting of user-submitted and system-generated service requests.

The job is scheduled in part outside normal business hours. The incumbent participates in HelpDesk 24/7 on-call rotation and provides off-hours IT support.

In This Role, You Will:

- Monitor IT HelpDesk queue and answer service request calls in an appropriate and timely manner; initiate and maintain a database of service request tickets including categorization and entry of required information.
- Work with customers to efficiently resolve service requests relating to IT equipment, systems and software, or escalate requests to appropriate personnel for resolution.
- Participate in HelpDesk 24/7 on-call rotation which involves following up on high importance service requests and automated system monitoring alerts in a timely manner, resolving where possible and escalating to appropriate administrator or manager if required.
- Enforce IT department security controls and policies in performance of all tasks.
- Demonstrate general understanding of all infrastructure, systems, software and services managed by the IT department including relationships and interactions between different components.
- Demonstrate understanding of department backup and recovery procedures and execute procedures when required.
- Maintain communication with IT team and Manager on outstanding service requests, issues and concerns.

What You Bring To The Role:

- Associate’s degree in Information Technology or related field. (Or equivalent experience)
- Minimum 1-2 years of experience working in a corporate IT organization.
- Prior experience working in an industrial environment is an asset.
- Ability to efficiently manage time and workload, including planning, prioritizing, organizing and following through on tasks while maintaining close attention to details.
- Motivation, combined with excellent personal communication, customer service skills and effective team player.
- Knowledge of IT security principles and controls, Microsoft Operating Systems and Products including Windows 7, Windows 10, Windows Server (2008/2012/2016), Active Directory and Office 365.
- Ability to methodically identify and resolve problems with computer hardware and software systems.
- Flexibility to work outside normal business hours and/or on a rotating schedule.
- Fluent in English.
- Previous Canadian work experience or experience working directly with Canadian industries.

If you are looking for a dynamic work environment, competitive employment conditions and an opportunity to test your abilities, we invite you to blend your talent with our know-h

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