Technology Support – MAIR

Role Summary
The Technology Support role is responsible for providing operational technology support across
MAIR including end-user assistance system and application troubleshooting incident and request
resolution and service health support. The role works closely with regional teams CHQ partners and
business stakeholders to ensure timely response clear communication and adherence to global
standards. A strong customer service mindset accountability and continuous improvement focus are
essential.

Key Responsibilities
Act as the primary point of contact for technology support across the MAIR region providing
day-to-day support for systems and applications used by MAIR branches.
Perform initial assessment troubleshooting classification and resolution of technology
incidents and service requests owning issues through to closure and escalating when
required.

Support District Management in setting up IT infrastructure for new offices & warehouses
following the guidance from MAIR Technology Support leadership team.
Support system and service stability by responding to incidents monitoring issues and
assisting with recovery activities.
Coordinate assist and support GT designates and relevant teams to resolve technical issues
effectively.
Follow established global and regional processes standards and controls to ensure reliable
and consistent operations.
Contribute to meeting defined SLAs KPIs and MAIR support expectations.
Prepare and manage the annual Global Technology budget while overseeing the end-to-end
IT asset lifecycle including procurement tracking maintenance and replacement.
Communicate clearly and professionally with technical and non-technical users regarding
issues progress risks and resolutions.
Partners with business stakeholders regional teams and CHQ technology teams to support
effective and efficient use of technology.

Documentation & Knowledge Management
Maintain accurate documentation SOPs FAQs and support procedures.
Share knowledge within the team to improve service consistency efficiency and quality.
Support cross-training and onboarding of Technology Support team members.
Continuous Improvement
Identify recurring issues and contribute ideas for process tooling or service improvements.
Support initiatives that enhance regional support maturity standardization and operational
capability.
Promote a culture of accountability collaboration and continuous improvement.

Qualifications :

Bachelors degree in information technology Computer Science Engineering or a related
discipline; equivalent professional experience may be considered.
5 years and above of hands-on experience in IT support infrastructure systems or enterprise
technology environments
Strong understanding of enduser computing enterprise applications networks servers and
operating systems.
Strong troubleshooting and problem-solving skills

Clear written and verbal communication skills
Ability to work effectively in a regional matrixed environment
Understanding of technology support processes and operational standards
Willingness to learn and apply global and regional technology standards
Experience working with geographically distributed teams

Customer-focused service mindset

Additional Information :

Expeditors offers excellent benefits:

• Paid Vacation Holiday Sick Time
• Health Plan: Medical
• Life Insurance
• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company
• Employee Referral Program Bonus

Additional Information
Some after-hours or on-call support may be required based on operational needs
Travel within region may be required on an occasional basis.

Remote Work :

No

Employment Type :

Full-time