IT Support Specialist

Rhenus Logistics; Kitchener; On-site; CAD 52,000 - 74,000; Full time

Benefits offered by this job

Professional development

Great team

Flat hierarchies

Room for innovation

Team events

Fast decision processes

Job summary

Rhenus Logistics is seeking an IT Support Specialist to provide first- and second-level technical support for employees across the Americas, ensuring reliable operation of computer systems, applications, hardware, and IT services.

You will troubleshoot issues, manage support requests, and assist with deployment, user administration, and IT projects while supporting multiple locations in a fast-paced environment.

Qualifications

• Associate degree or equivalent practical experience in IT/CS or related field.
• Experience in Help Desk/IT Support or technical customer service.
• Knowledge of hardware, OS, software, networking, and troubleshooting techniques.

Responsibilities

• Provide first- and second-level IT support for hardware, software, and network issues.
• Manage IT tickets, document actions, and follow up in a timely manner.
• Install, configure, and troubleshoot desktops, laptops, mobile devices, printers, and peripherals.

Skills

Technical troubleshooting

Customer service

Microsoft 365

Network basics

Documentation

Education

Associate degree in IT/CS or equivalent

Tools

Microsoft 365

IT ticketing system

Job description

The Rhenus Group is one of the leading logistics service providers operating worldwide. We offer tailor-made solutions along the entire supply chain for companies from a wide diversity of industries. From multimodal transports to perfect warehousing, from smooth customs clearance to innovative value-added services: We always keep our pulse on the times and are at our customers' side.

What you will be doing

The IT Support Specialist provides technical support to employees across the Americas, ensuring the reliable operation of computer systems, applications, hardware, and IT services. This role provides first- and second-level support, troubleshoots technical issues, manages support requests, and assists with hardware/software deployment, user administration, and IT projects.

The ideal candidate is customer-focused, technically capable, and comfortable supporting users across multiple locations in a fast-paced environment.

You will be contributing to that vision by…

• Provide first- and second-level technical support for hardware, software, applications, network connectivity, and user access issues.
• Manage and resolve support requests through the IT ticketing system, ensuring appropriate documentation and timely follow-up.
• Install, configure, deploy, and troubleshoot desktops, laptops, mobile devices, printers, peripherals, and other IT equipment.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Create and maintain user accounts, permissions, and access rights in accordance with company policies.
• Troubleshoot VPN, remote access, wired and wireless connectivity, and other common network issues.
• Provide remote and on-site support to employees across multiple locations and departments.
• Escalate complex issues to internal IT teams, vendors, or service providers while maintaining ownership through resolution.
• Assist with hardware/software inventory, asset tracking, system updates, and equipment lifecycle management.
• Support IT security initiatives and follow established security policies and procedures.
• Provide basic user guidance and training on IT systems, applications, and equipment.
• Participate in IT projects, system implementations, upgrades, and technology initiatives as required.
• Identify recurring issues and contribute to improvements in IT processes and the end-user experience.

What skills & experience you will bring to us

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Previous experience in a Help Desk, IT Support, or technical customer service role.
• Working knowledge of computer hardware, operating systems, software applications, networking, and common troubleshooting techniques.
• Experience supporting Microsoft 365 applications is preferred.
• Strong problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
• Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities and support requests in a fast-paced environment.
• Strong attention to detail and commitment to documentation, security, and confidentiality.
• Experience supporting warehouse technology such as label printers, RDTs, handheld devices, or similar equipment is an asset.
• Ability to work independently and collaboratively with internal teams and external vendors.
• Willingness to travel and work flexible hours when required.
• Spanish/English bilingualism is considered an asset.

What You can expect

• Continuous Training: Sharpen your skills and advance your expertise with our professional development programs.
• Great Team: It's truly the people that make the difference - and with us you'll join the best team around.
• Flat Hierarchies: Get straight through to the decision-makers with our streamlined organizational structure.
• Room for Innovation: Turn your ideas into action in an environment that champions creativity and empowers you to lead change.
• Events: From team outings to holiday parties and networking events, we build strong connections by spending quality time together.
• Quick Decision Processes: Make things happen faster with streamlined processes that promote efficiency and effectiveness.