Job Description

Envision:

Working for a company dedicated to personal career growth and opportunity in moving the organization forward. Challenger Motor Freight Inc. is a Platinum Club Member in Canada\xe2\x80\x99s 50 Best Managed Companies. Our success is directly attributed to our dedicated and talented team of professionals who work hard together with a common purpose \xe2\x80\x93 to keep us on the leading edge in safety, technology, and analysis.

It\xe2\x80\x99s not by chance that Challenger is a leading North American freight transportation company. In 40 years, Challenger has grown from one person with a vision and a truck to an international transportation and supply chain management company.

We win as a team when we work as a team, and succeed when our employees succeed. We want people who are resilient, team-oriented, and driven because we are laser focused on meeting commitments to our People, Customer, and Profit. If you\xe2\x80\x99re looking to work for a dynamic, fast-paced, progressive organization then apply with us.

We offer the following in our search for engaged employees looking to become part of a successful team:

• A continuous learning environment that develops your individual career goals
• A continuous improvement environment where all ideas are explored
• Engaged coaches and mentors who will provide guidance but also allow autonomy
• Team atmosphere
• Competitive and comprehensive total rewards package including company paid group benefits and company sponsored retirement savings plan
• Support of professional memberships and certifications
• Standard office hours; Monday to Friday from approximately 8:00am to 5:00pm

We are committed to protecting the health, safety and wellbeing of our employees, and have implemented Company-wide best practices which includes daily health questionnaires for our employees, mandatory facemasks in communal locations, virtual meetings, social distancing guidelines and additional cleaning procedures.

The Opportunity:

At Challenger, The Service Desk Technician & Software Enablement will be responsible for working closely with senior service delivery staff and other technical support staff. Key responsibilities will be incident resolution for issues related to laptops, mobile devices, workstations, managing service and support requests and tickets. A key initiative is to ensure that service levels are met when responding to our staff, targeting one hour SLA\xe2\x80\x99s for customers to be responded to and assigned a technician. This requires coordination and communication between customers, technical support staff, and 3rd party vendors if necessary.

The Service Desk Technician & Software Enablement is also responsible for New User Setups across all departments. This involves configuring new user accounts in Active Directory, setting permissions, installing all required software, enabling MFA, and following up with managers to provide and test credentials of the AD account. This role also requires all hardware devices, new, or old, to be properly recorded and tracked in SmartSheet (Challenger\xe2\x80\x99s Asset Management System).

In addition, this role also provides services for Challenger\xe2\x80\x99s mobile infrastructure, newt telecommunication systems, and business productivity suite (O365/Cloud/Intune). This individual plays a key role in enabling the organization to best understand and utilize business productivity tools and must be able to perform a range of general duties related to service delivery as required, including ITSM administration, asset tracking and logging, change management, problem management, etc. This role involves understanding the importance of ongoing cybersecurity incident management awareness and must have the ability to escalate and triage related SIEM monitoring and security events to the required NST2 level.

Key Accountabilities:

First response \xe2\x80\x93 ServiceDesk ticket triaging and solutions 60%

• Deliver IT support via telephone, email, or on-site providing courteous, professional, and quality service.
• Diagnose software and hardware issues and send recommendations to users or contact vendors for support where required.
• Follow ITIL fundamentals and principals in day to day diagnosing/troubleshooting
• Provide application support for business end users.
• Escalate unresolved issues to the relevant personnel, monitoring progress and providing follow-up with end user until resolution.
• Continually work to improve the overall Customer Experience of the business.
• Respond quickly and accurately to end user tickets via telephone, email, Microsoft Teams, or in person.
• Replying to the ticket and assigning each ticket within the SLA of 1 Hour.
• Shared after hours on-call support.
• Perform other duties as required.

New Users Setups and Asset Management 20%

• Assist with PC replacements, hardware upgrade & other desktop hardware/software changes.
• Following the new user standard of 5 business days advance notice to IT
• Follow up with hiring managers on expectations and location of user setup
• Configuring and enabling MFA on new user creations
• Ensure all requirements are delivered prior to the start date.
• Ensuring that managers or staff are testing the hardware, credentials, software prior to the new users smart date.
• Recording Asset Tags, Hardware ID, Serial, and users in SmartSheet

Active Directory, Intune Support, VDI 10%

• Setup new users in active directory users and computers and ensure user has the correct group membership.
• Perform Terminations properly with group removal and file/email access for managers
• Disable/Enabling Accounts, Changing Group Membership, adjusting both on prem, cloud email groups, and shared mailboxes.

• Support US agents using TMW setup on Azure VDI
• Diagnose, Log, Record, and track reported issues in cloud and escalate to NST2 as needed.
• Work with US agents in various time zones to support the use of in-house applications and services.

Software Enablement 5%

• Help problem-solve and suggest new ideas to improve the overall end-user experiences.
• Escalate unresolved issues to the relevant personnel, monitoring progress and providing follow-up with end user until resolution.
• Identify and propose resolutions for repetitive issues and create how-to-guides for end users.
• Research and implement alternatives and options that could improve daily operations.
• Proactively identify process, procedural, and quality improvements to Service Desk and NST2 in team huddles

Mobile Device Management / Telecommunication Management 5%

• Interact with vendors to support the implementation and support of mobile and telecommunication initiatives.
• Ensuring BYOD users are signing off on the BYOD agreement form.
• Managing the approval o365/devices list and updating the NS team
• Utilize bell and Microsoft portal for approval, reports, management and support of mobile devices/tablets
• Develop and maintain strong business processes to support the administration of mobile devices.
• Support end users with mobile and telecommunication issues

What You Need To Be Successful In This Role:

• Post-secondary degree or diploma in Information Technology or related field
• Minimum 1-3 years of relevant work experience in a Microsoft Windows/Office 365 & Networking environment
• Prior work experience with Windows 10 Desktop, Windows Server, and the Microsoft Office Suite
• Experience with Unix Operating system and PowerShell scripting is preferred
• Fundamentals of ITIL principals and troubleshooting
• Perform internal audits of hardware and management of such devices.
• Being comfortable with a range of devices (smartphones, iOS and Android mobile devices) for testing and / or deployment of applications.
• Knowledge of using Telecom systems (PBX, MX, IP Office, Configuration Facility) using Fibernetics NEWT, CS1000, Contact Center, Voicemail Pro, and MX admin.
• MS Teams Telephony Direct Routing Experience an Asset
• Detail and deadline oriented, with a strong ability to effectively prioritize and multi-task in a busy environment.
• Strong understanding of Active Directory Users Computers and domain controllers.
• Strong knowledge of office365, MS Intune, Azure Fundamentals and AAD.

• Commitment to customer satisfaction and customer focused mentality.
• Strong verbal and written communication skills, relationship building and interpersonal skills.
• Strong organizational skills and the ability to work on multiple tasks simultaneously.
• Certifications and understanding Network+, CompTIA Networking+ courses.
• Creative and effective problem-solving ability
• Comfortable working with a range of devices (desktops, laptops, smartphones, and tablets) for testing and / or deployment of applications
• Detail and deadline oriented, with the ability to effectively prioritize and multi-task in a busy environment.
• Demonstrated ability to collaborate effectively and independently with individuals at various levels is required.
• Well-organized, enthusiastic, continuous improvement focus, professional and a positive team member

How To Apply:

If you are looking to join a premier transportation company, and become an integral part of results oriented team who constantly challenge themselves to Go The Distance for our customers and for each other, the role of Network Administrator & Software Enablement may be right for you.

No phone calls, please. We thank all applicants; however, only those selected for an interview will be contacted. Challenger Motor Freight Inc. is an equal opportunity employer. We welcome diversity in the workplace and encourage applications from all qualified candidates including women, members of visible minorities, persons with disabilities, and aboriginal peoples. By submitting your resume, you consent Challenger Motor Freight Inc. to share this information within its divisions in order to identify other employment opportunities that you may be suitable for.

Challenger