IT Service Delivery Specialist

The Atlas Corp. and Seaspan teams are goal-driven and share a high-performance culture, focusing on building services offerings to become a leading asset manager. Seaspan provides many of the world's major shipping lines with alternatives to vessel ownership by offering long-term leases on large, modern containerships and pure car, truck carriers (PCTCs) combined with industry leading ship management serves. Seaspan's fleet has evolved over time to meet the varying needs of our customer base. We own vessels in a wide range of sizes, from 2,500 TEU to 24,000 TEU vessels. As a wholly owned subsidiary of Atlas Corp, Seaspan delivers on the company's core strategy as a leading asset management and core infrastructure company.

Position Description:

This position reports to the Team Lead, IT Service Desk and focuses on support for all Tier 1 and 2 end user support onshore and remote offices (vessels). Responsible for providing customer care and support services to various users experiencing technical problems and IT issues involving business applications, workplace productivity tools, desktop, laptop, telecommunications, and network services. This includes providing second line support, problem tracking, diagnosis, replication, resolution, escalation, and system / application support documentation development for all of Seaspan’s offices and fleet of vessels.

This role applies proven communication, analytical, and problem-solving skills to ensure client satisfaction with both operational and project related issues. The IT Service Delivery Specialist also manages project support transition services, strives to achieve timely closure of project implementation issues and ensure a positive synergy exists between project and support teams as well as end users.

Job Responsibilities:

• Respond to systems, applications, hardware, and other client requests by investigating problems and taking corrective actions. Provide telephone, email and desk-side second-level support for desktops, laptops, Microsoft Office, Microsoft Based Operating Systems (Microsoft Windows 10/11), iOS, Android, telecommunications, and suite of Seaspan’s business applications.
• Configure, install, and update desktops, laptops and peripherals based on client service requests, computer evergreen program or as otherwise assigned. Perform desktop application installations, upgrades, and support and maintenance activities. This includes both shore based and vessel upgrades.
• Perform preventative maintenance of systems, applications, and computing equipment in area of IT Service Delivery team’s responsibility.
• Provide operating and administration functions including user set up, configuration and management for systems and business applications. These responsibilities include:
  • creation and termination of Active Directory/Network/O365 user accounts
  • managing the rights and permissions of network/email accounts
  • creation and termination of user accounts for business applications
  • managing the rights and permissions of accounts for business applications
  • creation of group permissions and rights to file directories
  • application groups and distribution lists                                                                                     
  • telecommunication service request – moves, adds, and changes.
• Liaise with key contacts and IT resources on application and system issues. Communicate effectively with clients and other team members while gathering information to facilitate problem resolution.
• Assist Infrastructure team in support as "remote hands" when office infrastructure upgrades or maintenance is required. Assist in Data Center server backup activities, file and data management and IT disaster recovery operations.
• Resolve ship tier 1 and 2 support problems: based on their complexity and/or urgency.
• Monitor and resolve opened tickets in a timely fashion, meeting or exceeding defined service levels while providing quality solutions. Document all actions and solutions within Help Desk tickets and update the technical details within operational procedures as appropriate. Ensure customer satisfaction, including taking ownership of opened tickets and ensuring incidents are fully resolved.
• Escalate problem tickets to Tier-3 level support –Infrastructure and Business Applications.
• Create and maintain support documentation and document operational processes as related to the operations of IT Service Delivery team. Work closely with other IT staff to identify chronic problems and help document the action plan to resolve and hand over for support (e.g., user training, FAQ's, hardware fixes, software upgrades, etc.). Train peers on the resolution of common application issues.
• Participate in pre-deployment / deployment of projects and provide support, documentation, and all readiness documents in preparation for transition to production and hand off to internal support groups.
• Deliver exceptional customer service skills which include the passion to go above and beyond exceeding client expectations.
• Produce reports as required to facilitate the work deliverables, set, and measure customer service targets.
• Visit ships to resolve IT issues and audit active configurations for compliance with Enterprise standard.
• Provide troubleshooting of IT services onshore and vessel prior to escalation including but not limited to software under our support guide, satellite connectivity, servers, storage, networking, operating systems, and core network services DNS, DHCP, etc.
• Participate in IT Service Delivery team meetings and identify outstanding issues and areas for improvement.
• Undertake any other related duties as assigned.

Requirements:

• Experience working in an IT environment 3-5 years in a customer service-oriented role. Background in a Help Desk environment tiers 1 & 2 
• Understanding of Incident and Change Management and ability to follow Seaspan’s process, procedure standards and methodologies
• Basic understanding of Infrastructure, Business Applications, and Help Desk technology
• Working knowledge of Active Directory and related user management tasks 
• Well-developed practical operating knowledge of common desktop / laptop hardware and application software specifically, Windows, MS Office Suite, iOS configuration, workstation imaging processes and print services and printers; system application, systems management, data communication including basic networking in LAN/WAN environment and remote access solutions.
• Working in an environment requiring constant and clear communications both verbal and written
• Working in a team environment and experience working cohesively with related IT teams
• Basic understanding of the project management life cycle
• Gathering information, analyzing and providing trending analysis
• Proven writing skills with the ability to organize and present information in various forms such as textual, graphical and statistical

Additional Desired Qualifications:

• Experience with scripting such as PowerShell an asset
• Certifications or equivalent such as Microsoft MCP, Office 365 Fundamentals, Azure Fundamentals, Cisco CCNA, CompTIA A+

Job Demands and/or Physical Requirements: 

• Must have a passport with at least 6 months validity.
• No known restriction preventing entry into foreign countries.
• Ability to lift 10kg.
• Sufficient mobility to complete cabling and setup tasks
• Required to travel to attend vessels as required.
• This is a 24/7 environment and availability via mobile outside of office hours is occasionally required.

Compensation and Benefits package: 

Seaspan’s total compensation is based on our pay-for-performance philosophy that rewards team members who deliver on and demonstrate our high-performance culture. The hiring range for this position is $66,000 - $75,000 CAD per annum. The exact base salary offered will be commensurate with the incumbent’s experience, job-related skills and knowledge, and internal pay equity. In addition to base salary, we offer a competitive total rewards package which includes an annual performance-based bonus, a comprehensive benefits package (extended health, dental, life and disability insurance), retirement savings plan matching and other company-provided rewards.  

Atlas Corp. and Seaspan Corporation are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, colour, religion, gender, sexual orientation, gender identity, national origin, disability, or protected Veteran status. We thank all applicants in advance. If your application is shortlisted to be included in the interview process, one of our team will be in contact with you.