IT Support Specialist

Rhenus Logistics; Kitchener; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Continuous Training

Great Team

Flat Hierarchies

Room for Innovation

Events

Quick Decision Processes

Job summary

Rhenus Logistics in Canada seeks an IT Help Desk professional to provide first- and second-level support for hardware, software, applications, network access, and user accounts across multiple sites.

You will deploy and troubleshoot desktops, laptops, mobiles, printers, and other equipment; support Microsoft 365 apps; manage user access; resolve VPN and network issues; and participate in IT projects while documenting procedures to improve the end-user experience.

Qualifications

• Associates degree in Information Technology, Computer Science, or related field or equivalent experience.
• Previous experience in a Help Desk, IT Support, or technical customer service role.
• Working knowledge of hardware, operating systems, software, networking, and troubleshooting.
• Experience supporting Microsoft 365 applications is preferred.
• Strong problem-solving and communication skills; ability to explain tech to non-tech users.

Responsibilities

• 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, with proper documentation and follow-up.
• Install, configure, deploy, and troubleshoot desktops, laptops, mobile devices, printers, peripherals, and other IT equipment.
• Support Microsoft 365 apps including Outlook, Teams, OneDrive, and SharePoint.
• Create and maintain user accounts, permissions, and access rights per policy.
• Troubleshoot VPN, remote access, wired/wireless connectivity and other network issues.
• Provide remote and on-site support across locations and departments.
• Escalate complex issues to internal IT teams, vendors, or service providers while owning resolution.
• Assist with hardware/software inventory, asset tracking, and lifecycle management.
• Support IT security initiatives and adhere to security policies.
• Provide basic user guidance and training on IT systems and equipment.
• Participate in IT projects, implementations, upgrades, and initiatives as required.
• Identify recurring issues and contribute to IT process improvements and end-user experience reductions.

Skills

Help desk experience

Customer service

Communication skills

Troubleshooting

Bilingual Spanish-English

Prioritization

Education

Associate degree IT

Tools

Microsoft 365

Ticketing system

Job description

Your Benefits

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.

Job Description

What you can expect

• 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 you bring

• 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.