IS Product Support Specialist II

Russell A. Farrow Limited; North Dumfries; On-site; CAD 55,000 - 75,000; Full time

Job summary

Russell A. Farrow Limited in Ayr, Ontario seeks an IS/Product Support Specialist II to provide Level 1 and 2 IT support, ensuring reliable access to business applications and services.

Responsibilities include troubleshooting issues across Windows and Linux environments, managing Microsoft 365, VPN, authentication, user onboarding, and creating knowledge base documentation while collaborating with internal teams and vendors.

Qualifications

• Experience providing Level 1 and Level 2 IT support for internal users.
• Familiarity with Windows and Linux environments.
• Knowledge of Microsoft 365, VPN, authentication, and access management.

Responsibilities

• Provide Level 1 and Level 2 technical support for internal users.
• Troubleshoot issues related to business applications, user accounts and permissions, authentication, and VPN.
• Support user onboarding, offboarding, and internal role changes; maintain incident records.
• Create and maintain basic support docs and knowledge-base articles.
• Assist with Linux system administration and basic scripting tasks.
• Escalate infrastructure or application issues when deeper expertise is required.

Skills

IT Support

Windows

Linux

Microsoft 365

VPN Access

SFTP

Scripting

PowerShell

Tools

PowerShell

Linux

Microsoft 365

Job description

106 Earl Thompson Rd, Ayr, ON N0B 1E0, Canada

Job Description

Posted Thursday, August 27, 2026 at 4:00 AM | Expires Monday, September 28, 2026 at 3:59 AM

A wholly owned subsidiary of Kuehne+Nagel Group, and headquartered in Windsor, Ontario Canada, Farrow brings to the global trade industry over 115 years of expertise in cross-border customs brokerage, trade consulting, and integrated logistics services. Further to its beginnings in customs brokerage, Farrow offers trade consulting — expert advice on import/export and trade management, duty recovery and regulations compliance. With a strong network of locations across North America, Farrow manages over 500 employees with 15 offices and warehouses, including those of acquired company Link+ Corporation.

Position Summary

The IS/Product Support Specialist IIprovides Level 1 and Level 2 support for internal information systems and business applications, ensuring reliable access, performance, and user experience. The role is responsible for troubleshooting application, access, authentication, Microsoft 365, VPN, and system-related issues; supporting user onboarding and access management; maintaining support documentation; and collaborating with internal teams and vendors to resolve incidents and service requests as well as supporting all release management activities.

In addition, the position supports day-to-day operations through basic windows and Linux administration, system monitoring, operational maintenance, and process improvement initiatives. The incumbent assists with user and permission management, investigates operational alerts and application issues, and identifies opportunities to automate routine administrative tasks using scripting tools where appropriate. This role is ideal for an experienced support professional with a strong operational mindset who is comfortable working in both Microsoft o365 and Linux environments and interested in developing their technical and automation skills.

Key Responsibilities

• Provide Level 1 and Level 2 technical support for internal users.
• Troubleshoot issues related to:
  • Business applications
  • User accounts and permissions
  • Authentication and access
  • Microsoft 365
  • VPN and remote access
  • Linux and Windows environments
  • General system and connectivity issues
• Investigate incidents and service requests and escalat
• Support user onboarding, offboarding, and internal role changes.
• Maintain clear records of incidents, requests, resolutions, and recurring issues.
• Create and maintain basic support documentation and knowledge-base articles.
• Communicate effectively with both technical and non-technical users.
• Perform basic Linux system administration and troubleshooting.
• Work with Linux command-line tools to investigate system and application issues.
• Review logs, services, system status, disk usage, processes, and other basic system information.
• Assist with user and permission management in Linux environments.
• Strong knowledge of SFTP and secure file transfer practices
• Support routine operational and maintenance activities.
• Escalate infrastructure or application issues when deeper technical expertise is required.

The incumbent is not expected to be a senior Linux administrator but should be comfortable working in a Linux environment and willing to develop their skills.

IT Operations & Administration

• Monitor applications, services, scheduled processes, and operational alerts.
• Investigate failed jobs, application errors, service interruptions, and access-related issues.
• Assist with general system administration and operational maintenance.
• Coordinate with internal IT teams, application teams, and external vendors when required.
• Help maintain operational documentation and standard procedures.
• Participate in access management, security, compliance, and audit-related activities where appropriate.

Automation & Process Improvement

• Identify repetitive support and administrative activities that could be simplified or automated.
• Use basic scripting where appropriate to improve efficiency.
• PowerShell experience or familiarity is considered an asset.
• Assist with automation of tasks such as:
  • User administration
  • Account provisioning
  • Permission management
  • Reporting
  • Log collection
  • System checks
  • Routine administrative activities
• Help improve existing support and operational processes.

The incumbent is not expected to be a software developer. The focus is on using . . .

Working Conditions, Mental Effort & Physical Requirements

• Must work under deadlines and related stresses in a timely and efficient manner
• Must be able to professionally handle various personnel and other situations as they arise
• Ability to sit for extended periods of time
• Ability to focus on computer screen for long periods of time
• Must be able to participate in afterhours and holiday support rotation

Farrow is an equal opportunity employer, committed to diversity and inclusion. Accommodations for job applicants with disabilities are available on request.

106 Earl Thompson Rd, Ayr, ON N0B 1E0, Canada