Customer support representative Jobs in Delta, BC

GCT is the operator of the largest container terminal in the country and one of the largest employers in the maritime sector. We are the major entry point for international trade in Canada, totaling over $2 billion in economic output each year. Operating on the West Coast for over a hundred years, with the support of our people, we played a major role in the development of the Asia Pacific Gateway.

We offer rewarding opportunities for team-oriented individuals who thrive in a fast-paced environment that are accountable, innovative, and driven to achieve challenging goals. We have an opportunity for a Terminal Support Specialist(s) within our IT Hardware Department.
Key Responsibilities

You will be responsible for responding to support incidents as reported by the helpdesk for the general computing environment, including (but not limited to) desktop and mobile computing hardware and software, network systems, business systems and server infrastructure. This role also provides hands-on, on-site technical support for specialized computing systems integrated into heavy machinery throughout the terminal, encompassing both indoor and outdoor environments across all seasonal conditions. Where appropriate the individual will co-ordinate and escalate issues to the appropriate 3rd level support and / or external vendor resources.

You will be responsible for the following:

• Act as the primary point of contact to support the desktop and yard equipment in GCT’s lower mainland sites: Deltaport, Vanterm and downtown Vancouver.
• Respond physically to site when appropriate to diagnose, repair, and maintain computer systems.
• Work with unionized labour to troubleshoot, repair, and in some cases upgrade computer systems in industrial equipment.
• Communicate clearly and effectively: electronically, by phone, or in person with users experiencing difficulties to determine, resolve, and document problems experienced.
• Second level support for inquiries from central helpdesk.
• Prioritize and manage several tickets at once using our ticketing system.
• Troubleshoot, remediate, and document issues as they arise. May require dispatching and triaging with third level support and/or vendors.
• Proactively identify and learn applicable software and hardware used and supported by the organization.
• Proactively identify root cause of issue and suggest steps for prevention of future problems.
• Work with project stakeholders in the deployment of new computer systems in both office and industrial settings.
• Keep records of equipment user problems to allow for trend analysis.
• Participate in projects pertaining to technology.
• Perform other related duties as required.

Requirements

You bring your previous experience in 2nd level helpdesk support, with a focus on hardware. You also bring strong organization and problem-solving skills, as well as your flexibility to perform multiple tasks. You are able to work in a self-directed manner and are also able to work effectively with a team or work group. You have excellent troubleshooting, verbal and written communication skills and a proven ability to work in a fast-paced dynamic environment. You have a strong desire to learn and continue your growth in the IT industry.

Education & Experience:

• A BCIT Technology degree, or equivalent.
• An A+, Network+ and Server+ certification or equivalent.
• Linux+ or equivalent.
• MCSA/MCSE or equivalent.
• 2 years or more experience in a 2nd level helpdesk role.
• Exemplify initiative, independence and being a team player.
• Access to a vehicle at all times.
• Physical ability to provide field support in all weather conditions.

Extensive practical experience in a similar role or a combination of education, training and experience in a related discipline may be considered in lieu of the above.

This position requires the ability to lift objects up to 70lbs, reaching above and below waist-level, the ability to climb to heights over 30 feet, a valid driver’s license and access to a vehicle, the ability to work at any of our terminal locations and the ability to work various shifts as related to 24/7 operation. An understanding of the Container Shipping Industry and previous experience in an operations environment is also an asset.

Compensation:

• Salary Range $81,120 - $94,896.
• Competitive benefits include a defined benefit pension plan and annual incentive plan.

Leadership Practices

Model the Way – Leaders find their voice by clarifying their personal values and expressing them in a style that is authentically their own, and they set the example by aligning actions with shared values.

Inspire a Shared Vision – Leaders envision the future by imagining exciting and ennobling possibilities and enlisting others in a common vision by appealing to shared aspirations.

Challenge the Process – Leaders search for opportunities by seeking innovative ways to change, grow, and improve. They also experiment and take risks by constantly generating small wins and learning from mistakes.

Enable Others to Act – Leaders foster collaboration by promoting cooperative goals and building trust. They strengthen others by sharing power and discretion.

Encourage the Heart – Leaders recognize contributions by showing appreciation for individual excellence. They also celebrate values and victories by creating spirit of community.

GCT is an Equal Opportunity employer and is committed to creating a diverse and inclusive environment. All qualified applicants will receive consideration for employment without regard to age, race, ethnicity, religion, gender identity or expression, sexual orientation, national origin, genetics or medical history, disability, veteran status, and all other non-merit characteristics. Please feel welcome to advise us on your preferred pronouns in your application.