Job Description
Position Summary:Works in a client-facing role, in a support center environment. Resolves technical “usage” issues related to Penske platforms as well as hardware, software and network connectivity for PL associates and end users. The incumbent is trained on the software platform and auxiliary responsibilities. They will apply this knowledge to troubleshoot platform issues and provide end user support primarily on Company platforms. They must have the ability to follow standard and non-standard troubleshooting techniques to remediate issues that arise. They are involved in evaluating, testing, and implementing patches for operating systems and related software, and may be involved in the administration of servers to push these software updates. SR. IT Support Specialists must be able to provide support via remote connection, desk side support and depot service. They also install new computers and related equipment including printers, scanners, tablets, display boards/screens, and other such peripheral devices. Mail distribution and FedEx online processing of all outgoing packages, for all staff. Oversee standard office equipment and supplies. This position documents issues and resolutions for use in future support situations. They are the primary contact and support resource for the PL Kitchener, ONT business office and surrounding facilities. They will work with the landlord collaboratively and respond to any requests, and address issues as they arise. This includes reporting facility related repairs and maintenance to Dare facilities and tracking items to ensure timely resolution They must be prepared to provide 24/7 support as a point of escalation, or for major outages. They must provide updates in the company ticketing and time tracking systems to document ticket issue resolutions. Will be responsible for performing auxiliary functions such as granting security, executing turnover request, phone configuration / setup, etc…This position will support a Monday to Friday Day Shift, but must have the ability to support the business as required.Dimensions / Scope:ScopePeopleCustomers P&LWorks independently and has a large amount of responsibility that is monitored with minimal supervision. Accountable for own responsibilities assigned and directed by Supervisor/Manger/VP. Interacts with software end users and other IT resources daily. No responsibility over budgeting or P&L.Customers are either internal or external; interaction is daily.Must be knowledgeable of company utilized hardware and software whether standard or non-standardMust display advanced troubleshooting and issue resolution skills.Required to travel (5-10%), sometimes on short notice, to assist internal customers or external vendors as needed.Must know escalation procedures and act in best interest of user and company in escalating and remediating issues timelyMust be knowledgeable of various Penske Logistics execution platforms.Demonstrates decision-making, problem solving, analytical, communication and team processing skills.Expected to utilize the ticketing and time tracking software for detailed information.Should be primary support resource for the Canadian region.Demonstrates knowledge of the business side of the assigned platforms.Responsibilities Matrix:Customer Experience:Interact with end users daily over the phone, email, chat or in person.Expect to resolve customer issues in a timely mannerTroubleshoot software, hardware, network connectivity issues and handle other issues as assigned.Support existing applications, platforms, and processes, as well as perform auxiliary task such as phone configuration, granting platform security, processing turnover request, etc…Understands and demonstrates the importance of end users to the organization’s success.Leadership:Ensure all tasks and projects are executed to department quality standards.Trains junior level associatesAbility to assist junior level associates with more complex issues.This position is the face of LTEC from a problem resolution standpoint and must present a professional customer service-oriented focus and confident approach to all user interactionsTechnology:Must have a demonstrated ability to use and understand the platforms which they support.Will often be involved in resolving end user problems remotely using software tools and telephonic support.Will provide phone configuration / setup tasks.Will execute scripts to update data within the platforms supported.Analytics:Involved in analyzing tickets for trends and repeated issues.Formulate recommendations for system enhancements, or process improvements.Recommendations for metrics, dashboards and other information that will be used to support the team accomplishments.Customer’s Expectations of this Role:Resolution to end user issues that have been escalated to the support team.Expected to handle each customer with exceptional customer service.Expected to resolve issues within the defined Service Levels.Expected to be knowledgeable of and an expert on Penske specific platforms.Ensure issue will be resolved and communicated in a timely manner, as well as documented in the ticketing system as well as any knowledge databases.Education and Experience RequirementAssociate’s, Technical, or Bachelor’s degree preferred (Computer Science, Information Systems, Logistics and / or Supply Chain Management),2-3 years of functional experience1-3 years of Logistics background preferableCompetency Requirements:Passionately PersonalDedicated to ExcellenceValues Fresh ThinkingFunctional ExpertiseCore:Focus on customersTake responsibility - Communicate effectivelyBehave ethicallyWork efficientlyDrive process improvementAchieve resultsThink bigCreate opportunitiesFoster diversityTechnical KnowledgeCustomer Service SkillsCommunication SkillsProblem AnalysisKnowledge and Technical Skill Requirements:Must be knowledgeable of computer technology.Must be able to learn Penske execution platforms and should be able to troubleshoot issues and resolve them quickly.Soft Skill Requirements:Written and oral interpersonal communication skillsAnalytical skills and attention to detailCustomer focusCritical thinking and Problem solvingAbility to work independently or on a teamTime managementMust show initiative in issue resolution and preventionBuild customer relationship and learn and understand business processes.Positions that Prepare You for This Role:N/APotential Promotional Opportunities:IT Support Specialist LeadIT Solution AnalystPenske Training Recommended for this Role:Write Up FrontPositive Influence SkillsManaging Multiple PrioritiesSharpening Customer FocusAttentive Listening SkillsTime ManagementQualifications:High School diploma or equivalent requiredAssociate’s, Technical, or Bachelor’s degree preferred (Computer Science, Information Systems, Logistics and / or Supply Chain Management),2-3 years of functional experience1-3 years of Logistics background preferableMust be knowledgeable of computer technology.Must be able to learn Penske execution platforms and should be able to troubleshoot issues and resolve them quickly.Must have strong written and oral interpersonal communication skillsAnalytical skills and attention to detail requiredMust be customer focusedCritical thinking and Problem solving requiredAbility to work independently or on a team requiredMust have strong time management skillsMust show initiative in issue resolution and preventionRegular, predictable, full attendance is an essential function of the jobWillingness to travel as necessary, work the required schedule, work at the specific location required, 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 accommodations 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.Job Category: Information TechnologyJob Family: Information TechnologyAddress: 2481 Kingsway Dr Ste 100Primary Location: CA-ON-KitchenerEmployer: Penske Logistics Canada Ltd.Req ID: 2407373