Senior IT Support Specialist

Location: Kitchener, ON. Canada

Shift: Monday - Friday 8am - 5pm

Sr. IT Support Specialist - Canada

Summary Statement:

You will be installing and supporting new and reimaged computers and related equipment including printers, scanners, driver cell phones and other peripherals. You must be able to provide support via remote connection, desk side support as well as depot service. Must be prepared to provide 24/7 support when called upon during and after working hours. You will participate in various projects as the local IT resource.

What You Will Be Doing:

Support our Kitchener Admin office as well as report site within Canada for PL and PTL Locations.

For the Kitchener office, this role includes being the main point of contact for troubleshooting and remediating computers, scanners, printers, driver cell phones, and the building telephone system. Asset management and disposal/recycling. This person works independently. This person will act as the local IT contact for network and communications teams when necessary. Going into the main computer room to report issues, power cycle equipment and swap out equipment, when agreed upon with the LAN/WAN teams.

For remote sites in Canada, this person will also troubleshoot and remediate computers, scanners, printers, and driver cell phones issues. In most cases, the local IT contact is an escalation point for the IT Service Desk or PC Shop. These teams will transfer work to you when they need a local hands-on person to complete the work. This person works closely with the IT Teams at our Corporate facilities to ensure smooth operations of network infrastructure in Kitchener and our remote offices.

This position will participate in multiple projects for PL and PTL. Such efforts will require cross-function involvement with IT groups and could include travel. Expected travel is 5-10% throughout the year.

Major Responsibilities:

Technology:

• Troubleshoot software, hardware and network connectivity issues.

• Support existing applications and processes.

• Resolve end users’ problems remotely or in person

• Required to work with vendors for research, troubleshooting or new technologies.

Project Management:

• Participate in the development and planning of projects.

• Identify and recommend solutions to meet customer needs and assist to implement chosen solution.

Analytics:

• Must display advanced troubleshooting and issues resolution skills.

• Must be knowledgeable of company utilized hardware and software; standard or non-standard

• Exhibit strong decision-making, problem solving, analytical, communication, and team processing skills.

• Must know escalation procedures and act in best interest of user and company in escalating and remediating issues timely.

Customer Experience:

• Interact with customers daily, over the phone or deskside.

• Contact users timely and keep them up to date on progress of issues, through to resolution.

• Handle each customer with exceptional customer service.

Qualifications:

o Associate or bachelor’s degree preferred (Computer Science, Information Systems, Logistics and or Supply Chain Management)

o Advanced degrees or certifications such as A+, any Cisco and Network+ desired

o 5 years of functional experience

o 3+ years of PC Service Technician, building/repairing/deploying.

o Experience and full fluency in the following:

o Windows computers (laptops/desktops/tablets)

o Cell phones (variety of models, and Operating Systems)

o Router, Switch and IP experience is preferred

o Server experience is preferred

o Regular, predictable, full attendance on-site is an essential function of the job.

o Willingness to work required schedule, work at the specific location required, travel as necessary.

o Complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

Physical Requirements:

• The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.
• While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Penske is an Equal Opportunity Employer.

About Penske Logistics

Penske Logistics engineers state-of-the-art transportation, warehousing and freight management solutions that deliver powerful business results for market-leading companies. With operations in North America, South America, Europe and Asia, Penske and its associates help businesses move forward by increasing visibility and driving down supply-chain costs. Visit Penske Logistics to learn more.

Penske is committed to the principle of equity in employment.

Job Category: Information Technology

Job Family: Information Technology

Address: 3065 King St East

Primary Location: CA-ON-Kitchener

Employer: Penske Logistics Canada Ltd.

Req ID: 2603386