Service Desk Analyst

**Who We Are**
At MAVES International Software, we specialize in providing innovative 3PL software solutions for logistics companies managing warehousing and transportation operations. Our flagship product, ViewPoint Logistics, empowers 3PL service providers with real-time tools that enhance operational efficiency and profitability. With over 50 years in the industry, we are committed to providing world-class software that keeps our clients competitive in the fast-paced logistics environment.

**The Role**

**Performing a triage function**:

- Use your excellent communication skills, both spoken and written, to fully identify the issue as reported.

Unresolved issues will be escalated as appropriate.

Operating with a small team, you will work closely with other members while also being capable of productive, independent work when appropriate. You will provide regular, detailed updates of activities to the team and Management. **Your knowledge of Infrastructure Services will be an asset in troubleshooting and resolving issues effectively.**

This is an entry
- or intermediate-level position with opportunities for advancement, including potential future roles in our Application Development Group and Infrastructure Services.

**Responsibilities and Required Skills for the Role**

**Role Responsibilities**:

- Triage end-user support issues and actively work with other MAVES staff and teams to resolve issues promptly.
- Escalate high-priority, unresolved, or unidentified issues according to MAVES internal procedures and escalation protocols.
- Maintain the highest level of professional conduct and adhere to MAVES published Service Level Objectives (SLOs).
- Document all events, conversations, and investigative efforts related to in-process assigned issues.
- Be available to work evening, overnight, and weekends on a rotating basis as part of a 24/7 Service Desk team.
- Be available for occasional work-related travel, if necessary.

**Required Technical Skills**:

- Experience or interest in Infrastructure Services, including hardware systems, networking equipment, peripheral devices, and virtualization, is highly preferred.
- Post-secondary degree or diploma in computer science or another technology-related field, or equivalent work experience.
- Working knowledge of data manipulation tools such as IBM Data Studio.
- Database management and design experience, including proficiency in SQL.

**Optional Technical Skills**:

- Experience with technologies including:

- Linux, RDBMS (DB2 preferred).
- XML, XSLT, XSL-FO, Apache FOP.
- Mapping tools (e.g., Altova MapForce), Ecrion XF Forms Designer.
- Knowledge of Electronic Data Interchange (EDI) tools and processes.

**Other Skills**:

- Experience with development languages such as PxPlus, Java, Javascript, is considered an asset.
- Infrastructure Services experience or interest is strongly preferred**, **is considered an asset.
- Excellent verbal and written communication skills in English.
- Ability to explain technical issues to non-technical individuals.
- Capability to manage multiple simultaneous priorities in a demanding environment.
- Experience in a commercial software development environment is preferred.

**Job Types**: Full-time, Permanent, Fixed term contract
Contract length: 12 months

Pay: $45,000.00-$55,000.00 per year

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- On call
- Weekends as needed
- Weekends only

Application question(s):

- Do you have PxPlus, PvX experience?
- Do you have SQL experience?
- Do you have experience with Transportation Systems and Operations (TMS)?
- Do you have experience with Warehousing Systems or Operations (WMS)?
- Do you have experience with Third Party Logistics (3PL)?

Work Location: Hybrid remote in Richmond Hill, ON