Terminal Support Specialist

Job Description

Job Description

GCT is the largest terminal operator and maritime employer in the country. 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 within our IT Department at GCT.

NOC : 22221 User Support Technicians

Location : Vancouver, British Columbia. Some travel to terminal locations in BC. Language : English

Term : Full-time, permanent position

Salary : $38.59 / hour eligible for OT at $57.89 / hour

Benefits : Comprehensive medical, dental, prescription drug and vision coverage; discretionary annual incentive plan based on performance, and defined benefit pension plan

Vacation : Three weeks to start

Contact : , , 400 2925 Virtual Way, Vancouver, BC, Canada V5M 4X5

Overview

The Terminal Support Specialist 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.

Where appropriate the individual will co-ordinate and escalate issues to the appropriate 3rd level support and / or external vendor resources.

Essential Duties

Key responsibilities include :

• Providing second level support for inquiries from central helpdesk.
• Supporting the desktop and yard equipment in GCT’s lower mainland sites : Deltaport, Vanterm and downtown Vancouver.
• Communicating clearly and effectively : electronically, by phone, or in person with users experiencing difficulties to determine, resolve, and document problems experienced.
• Prioritizing and managing several tickets at once.
• Responding physically to site when appropriate to diagnose, repair, and maintain computer systems.
• Working with unionized labor to troubleshoot, repair, and in some cases upgrading computer systems in industrial equipment.
• Troubleshooting, remediating, and document issues as they arise. May require dispatching and triaging with third level support and / or vendors.
• Proactively identifying and learning applicable software and hardware used and supported by the organization.
• Proactively identifying root cause of issues and suggest steps for prevention of future problems.
• Working with project stakeholders in the deployment of new computer systems in both office and industrial settings.
• Keeping records of equipment user problems to allow for trend analysis.

Skills Requirements

• A minimum of two years of experience in a support specialist role or related information technology industry experience providing technical support to users.
• A minimum of two years of experience providing technical support for hardware-related issues, including diagnosing, installation, repair and maintenance, and user training.
• Bachelor’s degree in information technology or a related discipline.
• Technical proficiency in hardware & software used by the organization, such as : Navis N4, Assetworks Suite (Mentor, xGate), Assetwise Bentley, Microsoft Suite (MS Word, MS Excel, MS powerpoint, Teams, Sharepoint, PowerBI, Defender), Secure CRT, Genetec Security Desk, Carbon Black, ABB Land Station Viewer, Ignition Scada, Connectwise Screen Connect, ZenDesk, Putty, Citrix XenApplications, Quest Desktop Authority.

Microsoft Windows 10, Windows 11, Microsoft Server 2012R12, Server 2016, Server 2019, Server 2022, Linux RedHat Enterprise, Linux Oracle Linux

• Previous experience of two to three years working within and understanding of the container shipping industry.
• Valid drivers' license within the province of British Columbia full access to moto vehicle to travel to terminal locations as needed.
• English language fluency for Listening, Speaking, Reading, and Writing.
• Ability to lift objects to 70lbs, reaching above and below waist-level, and the ability to climb to heights over 30 ft.

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.

I nspire 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.

To Apply

To take your career where tomorrow arrives today, visit our website for a more detailed job description : . Click on Career Opportunities and apply online.

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