IT Service Delivery Specialist

IT Service Delivery Specialist (12-Month Contract)

Location:

CA

The Atlas Corp. and Seaspan teams are goal‑driven and share a high‑performance culture, focusing on building services offerings to become a leading asset manager. Seaspan provides many of the world’s major shipping lines with alternatives to vessel ownership by offering long‑term leases on large, modern containerships and pure car, truck carriers (PCTCs) combined with industry‑leading ship management services. Seaspan’s fleet has evolved over time to meet the varying needs of our customer base.

We own vessels in a wide range of sizes, from 2,500 TEU to 24,000 TEU vessels. As a wholly owned subsidiary of Atlas Corp, Seaspan delivers on the company’s core strategy as a leading asset management and core infrastructure company.

Position

Description:

This position reports to the Team Lead, IT Service Desk and focuses on support for all Tier 1 and 2 end user support onshore and remote offices (vessels). Responsible for providing customer care and support services to various users experiencing technical problems and IT issues involving business applications, workplace productivity tools, desktop, laptop, telecommunications, and network services. This includes providing second line support, problem tracking, diagnosis, replication, resolution, escalation, and system/application support documentation development for all of Seaspan’s offices and fleet of vessels.

This role applies proven communication, analytical, and problem‑solving skills to ensure client satisfaction with both operational and project related issues. The IT Service Delivery Specialist also manages project support transition services, strives to achieve timely closure of project implementation issues and ensure a positive synergy exists between project and support teams as well as end users.

Job Responsibilities:

• Respond to systems, applications, hardware, and other client requests by investigating problems and taking corrective actions. Provide telephone, email and desk‑side second‑level support for desktops, laptops, Microsoft Office, Microsoft Based Operating Systems (Microsoft Windows 10/11), iOS, Android, telecommunications, and suite of Seaspan’s business applications
• Configure, install, and update desktops, laptops and peripherals based on client service requests, computer evergreen program or as otherwise assigned. Perform desktop application installations, upgrades, and support and maintenance activities. This includes both shore based and vessel upgrades
• Perform preventative maintenance of systems, applications, and computing equipment in area of IT Service Delivery team’s responsibility
• Provide operating and administration functions including user set up, configuration and management for systems and business applications. These responsibilities include:
  • creation and termination of Active Directory/Network/O365 user accounts
  • managing the rights and permissions of network/email accounts
  • creation and termination of user accounts for business applications
  • managing the rights and permissions of accounts for business applications
  • creation of group permissions and rights to file directories
  • application groups and distribution lists
  • telecommunication service request – moves, adds, and changes
• Liaise with key contacts and IT resources on application and system issues. Communicate effectively with clients and other team members while gathering information to facilitate problem resolution
• Assist Infrastructure team in support as "remote hands" when office infrastructure upgrades or maintenance is required. Assist in Data Center server backup activities, file and data management and IT disaster recovery operations
• Resolve ship tier 1 and 2 support problems: based on their complexity and/or urgency
• Monitor and resolve opened tickets in a timely fashion, meeting or exceeding defined service levels while providing quality solutions. Document all actions and solutions within Help Desk tickets and update the technical details within operational procedures as appropriate. Ensure customer satisfaction, including taking ownership of opened tickets and ensuring incidents are fully resolved
• Escalate…