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Technical Support Specialist

2 months ago

Delta, British Columbia, Canada Wallenius Wilhelmsen Full time

About the Role

As a key member of our IT team, you will be responsible for managing and supporting Wallenius Wilhelmsen's IT infrastructure across multiple locations in Canada. Your day-to-day will involve providing high-level technical support, managing IT projects, and improving systems that are critical to our operations.

Your Key Responsibilities Will Include:

  • Technical Leadership & Project Management: You will lead IT projects, including system design and installation, as well as perform ongoing system maintenance and troubleshooting. You'll be responsible for ensuring smooth and secure IT operations for both business and production environments.
  • End-User Support: Provide Level 2 on-site and remote support for end-users, covering desktop and laptop hardware, Windows, Office, and mobility devices (such as handheld scanners and mobile phones).
  • Infrastructure Management: Oversee the IT infrastructure at key facilities across Canada, including locations in Annacis, Richmond, Mississauga, and Halifax. You'll ensure that IT equipment is well-maintained, secure, and fully operational.
  • Ticketing & Problem-Solving: Manage service tickets using ServiceNow, ensuring timely follow-ups and escalations when needed. You'll work closely with internal and external stakeholders to resolve major incidents and implement process improvements.
  • Collaboration: Work with a distributed international team of IT professionals, providing executive support when required and assisting other global offices remotely as needed.
  • Continuous Improvement: Drive continuous improvement initiatives to optimize IT operations and better serve the business. You'll be responsible for updating existing infrastructure and creating new process documentation to streamline support and operations.

Qualifications

This Role is a Great Fit If You Have:

  • Technical Competencies & Experience: Bachelor's Degree in Computer Science, Information Systems, or a related field, and at least 5+ years of relevant experience.
  • Experience: Experience in PC/laptop setup, troubleshooting, and help desk support (both remote and on-site).
  • Knowledge: Excellent knowledge of Windows and Microsoft Office. Working knowledge of networking (VPN, wireless) and printer support.
  • Familiarity: Familiarity with Power Apps, Power BI, and handheld scanner support (Android-based).
  • Experience: Experience supporting mobile devices (iOS), third-party applications, and audio/video setups.

Preferred Qualifications:

  • CompTIA A+ Certification or equivalent knowledge.
  • Certifications: Certifications such as Microsoft, Dell, or Cisco would be an asset.

About You:

  • Interpersonal Skills: Strong interpersonal skills, with the ability to collaborate and work effectively within a team.
  • Analytical Skills: Excellent analytical, problem-solving, and communication skills.
  • Customer Service: Customer service-oriented, with experience serving both internal and external stakeholders.
  • Attention to Detail: Detail-oriented with the ability to work independently and manage tasks under minimal supervision.
  • Adaptability: Eager to learn new technologies and quickly adapt to changing environments.
  • Language: Fluent in English.
  • Driver's License: Must hold a valid BC Driver's License.
  • Travel: Willingness to travel up to % of the time.