User Support Technician

Smarter trade. Better lives.

As a new world takes shape, DP World enables smarter trade and improves lives. Our modern, strategically positioned marine terminals and logistics parks have the speed, reliability and reach to ensure your cargo gets to where it needs to be - but what sets us apart is our team of experts with our unceasing commitment to innovation. The world is changing at an unparalleled pace and we are growing to meet its needs. With more capacity coming online we are ready for the future. We trade smarter.
- 70,000 Vessels served each year
- 174,000 Containers moved every day
- 78 Businesses located in 40 countries
- 45,000 People from 130 countries

DP World Canada

As part of a global entity, we pride ourselves on enabling smarter trade to create a better future for all. We call ourselves a ‘trade enabler’, because we make sure the world keeps moving day and night so people have the things they need, when they need them.

DP World makes all this happen with a range of businesses adding value at key stages in the global supply chain and helping move cargo to thousands of destinations around the world. Playing such a vital role in the global supply chain, we help economies grow and nations prosper.

What We Offer

Joining DP World 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 realize it takes world-class people to run world-class operations so we offer competitive total compensation packages.

The Opportunity

This role if a 6 month contract position. 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 table:

- Associate’s degree in Information Technology or related field. (Or equivalent experience)
- 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.
- Minimum 1-2 years of experience working in a corporate IT organization.
- Prior experience working in an industrial environment is an asset.
- Previous Canadian work experience or experience working directly with Canadian industries.
- Fluent in English.

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-how.