Systems Support Engineer (YHM)

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SYSTEM SUPPORT ENGINEER

Job Location: YHM (Hamilton Airport, Canada)

Shift: 3rd shift 11:00pm to 8:00am

Position Summary:

This role supports the applications, systems and users associated with DHL's Automated Sort Facilities. You will be responsible for providing technical expertise with respect to leading-edge IT auto sort technologies and driving problem resolution with technically complex software& integration solution in a time critical environment. The role also requires support of desktop, printers, phones, network hardware, scales in a warehouse environment.

Duties and Responsibilities:

· Provide comprehensive support for DHL's global auto sort systems, including SATS, Tier2, and SCADA, ensuring optimal system performance and uptime.

· Lead escalation and problem recovery efforts, working closely with application vendors, internal IT services, and RACC support to resolve complex technical issues swiftly.

· Oversee the implementation of monthly security patches and software updates, ensuring compliance with industry standards and protecting systems from vulnerabilities.

· Collaborate with vendors and IT teams to drive the resolution of open technical issues, ensuring timely and effective solutions are in place.

· Conduct rigorous quality assurance and testing of solutions within the auto sort domain, ensuring reliability and adherence to technical specifications.

· Develop and maintain detailed documentation and processes related to supported applications, contributing to knowledge sharing and operational efficiency.

· Assist with site deployment activities and IT system deployment processes, ensuring smooth implementation and minimal operational disruption.

· Provide desktop, network, and infrastructure support for equipment and users within our hub, gateway, and aviation operations, resolving hardware and software issues efficiently.

· Monitor, maintain, and troubleshoot systems and applications to ensure optimal performance and uptime.

· Provide technical support to end-users for software, hardware, and network-related issues, ensuring timely resolution and minimal disruption to operations.

· Diagnose and resolve system-related incidents, escalating complex issues to senior IT staff or vendors as necessary.

· Assist in the deployment, configuration, and management of system updates, patches, and new installations.

· Develop and maintain technical documentation, including system configurations, troubleshooting procedures, and user guides.

· Monitor and support network infrastructure, including routers, switches, firewalls, and other network devices.

· Implement and maintain security measures to protect systems and data, including regular patch management and vulnerability assessments.

· Identify and implement opportunities for improving system performance, reliability, and scalability.

· Work closely with cross-functional teams to support IT projects and initiatives, ensuring systems align with business requirements.

Minimum Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a closely related field is preferred. Equivalent experience in lieu of a degree will also be considered.
• 2 to 5 years work experience in IT systems support, with a strong background in troubleshooting and resolving complex technical issues.
• Ability to work independently in a time sensitive, fast paced, demanding environment.
• At least 2 years working experience in technologies relevant to the role.
• Proficiency in Windows and Linux operating systems, network infrastructure, and enterprise-level applications. Experience with virtualization technologies (e.g., VMware, Hyper-V) is a plus.
• Strong analytical and problem-solving skills, with the ability to work independently and manage multiple priorities in a fast-paced environment.

EEO: "DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics"