User Support Technician

1 week ago

Vancouver, British Columbia, Canada DP World Full time $60,000 - $90,000 per year

Job Description
Purpose of this 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. Hands-on experience in managing Jira Service Management or similar ticketing platforms. The ideal candidate will be responsible for handling technical support requests, troubleshooting issues, and ensuring timely resolution through Jira. This role requires strong communication skills, technical know-how, and a customer-first mindset.

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.

Key Responsibilities

  • Monitor and manage incoming IT support tickets via Jira Service Desk.
  • Categorize, prioritize, and assign tickets to appropriate teams based on SLA.
  • 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.

Qualifications

  • Associate's degree in Information Technology or related field. (Or equivalent experience)

Experience

  • Minimum 3 years of experience working in a corporate IT organization.
  • Prior experience working in an ports and terminal environment is an asset.
  • Certifications such as ITIL, CompTIA A+, or Microsoft Certified are a plus.
  • Experience in ticket automation, reporting, and dashboarding in Jira is highly desirable.

Job Function, Technical Knowledge And Skills

  • Ability to efficiently manage time and workload, including planning, prioritizing, organizing and following through on tasks while maintaining close attention to details.
  • Proven experience using Jira Service Management / Jira Software for ticket handling.
  • Familiarity with ITIL principles and SLA management is a plus.
  • Experience with other tools (Confluence, Active Directory, remote desktop tools) is an advantage.
  • Knowledge of IT security principles and controls, Microsoft Operating Systems and Products including administration of SharePoint, Jira, Lynx Server, Pi Server, Phone Portal, VOIP, Windows 11, Windows Server (2016/2022/2025), 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.

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