Systems Technology

**Company Summary**:
Farrow is a diversified, family-owned business that facilitates international trade by executing comprehensive customs brokerage and integrated logistics solutions. We provide our clients peace of mind with our customs brokerage, shipping and freight-forwarding capabilities for Canada and the United States.

Farrow Prides itself on providing exceptional customs service with a true focus on trade compliance. It is our passion for personalized care that has led to Farrow being in business for over 100 years and has allowed us to constantly expand with 29 locations across North America and we're still growing We're real people, family-owned and dedicated to our employees with a history of reinvesting in them. This commitment and dedication are why many of our employees have been with us longer than 20 years and why we have been recognized as one of Canada's Best Managed Companies for 10 consecutive years.

**Position Summary**:
Core responsibilities include overseeing the day-to-day operations of the Farrow IT help desk using ITIL best practices. Providing knowledge, training, support, and troubleshooting issues for Farrow end users and on occasion Farrow customers. Assisting with the ongoing training adoption and support of all Office 365 Products and services, managing the after-hours on-call rotation, and IT procurement and vendor management.

**Key Responsibilities (Supervisory/Materials/Information)**:

- Oversee the delivery of IT support services to Farrow internal end users and on occasion to Farrow customers.
- Train Help desk analysts on the process and tactics to support incoming requests.
- Implement and monitor ITIL best practices across Help desk services.
- Lead the support protocols for all Office 365 products and services
- Ensure proper escalation of tickets to other IT support teams.
- Work collaboratively with other IT teams in the solution and resolution of It issues
- Document work instructions for internal support processes.
- Document work instructions for end-user training and instruction.
- Manage key performance indicators across the service delivery area.
- Assist with the creation and execution of adoption campaigns supporting the release of new technology.
- Create and manage the on-call rotation schedule.
- Act as a liaison between users and technical staff (providing call status, communicating concerns, etc)
- Notify users of scheduled and unscheduled system/network outages.
- Provide regular updates to users in the event of prolonged unplanned outages.
- Monitor calls and tickets to ensure timely resolutions.
- Assist with departmental procurement and accounts payable approvals.

**Education and Experience**:

- College diploma in Information Technology or 5 years equivalent work experience
- ITIL certification
- Office 365 certifications

**Competencies, Working Skills & Attributes**:

- Strong knowledge of Office 365 Suite and products
- Excellent attention to detail, able to perform analysis and make recommendations.
- Strong Interpersonal skills, able to work independently as well as part of a team, as needed
- Strong communication skills, able to tailor communications, both verbal and written
- Excellent problem-solving skills
- Strong leadership and team building skills

**Working Conditions, Mental Effort & Physical Requirements**:

- Must work under deadlines and related stresses in a timely and efficient manner
- Must be able to professionally handle various personnel and other situations as they arise
- Ability to resolve and deescalate conflict and stressful interactions
- Ability to sit for extended periods of time
- Ability to focus on a computer screen for long periods of time

Farrow is an equal opportunity employer, committed to diversity and inclusion. Accommodations for job applicants with disabilities are available on request.