Technology Support (Associate 1)

Company Description

“We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder

Global supply chain management is what we do, but at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics.

• 18,000 trained professionals
• 350+ locations worldwide
• Fortune 500
• Globally unified systems

Job Description Role Summary

The Technology Support role is responsible for providing operational technology support across

MAIR, including end-user assistance, system and application troubleshooting, incident and request

resolution, and service health support. The role works closely with regional teams, CHQ partners, and

business stakeholders to ensure timely response, clear communication, and adherence to global

standards. A strong customer service mindset, accountability, and continuous improvement focus are

essential.

Key Responsibilities

• Act as the primary point of contact for technology support across the MAIR region, providing day-to-day support for systems and applications used by MAIR branches
• Perform initial assessment, troubleshooting, classification, and resolution of technology incidents and service requests, owning issues through to closure and escalating when required
• Support District Management in setting up IT infrastructure for new offices & warehouses, following the guidance from MAIR Technology Support leadership team
• Support system and service stability by responding to incidents, monitoring issues, and assisting with recovery activities
• Coordinate, assist, and support GT designates and relevant teams to resolve technical issues effectively
• Follow established global and regional processes, standards, and controls to ensure reliable and consistent operations
• Contribute to meeting defined SLAs, KPIs, and MAIR support expectations
• Prepare and manage the annual Global Technology budget while overseeing the end-to-end
• IT asset lifecycle, including procurement, tracking, maintenance, and replacement
• Communicate clearly and professionally with technical and non-technical users regarding issues, progress, risks, and resolutions
• Partners with business stakeholders, regional teams, and CHQ technology teams to support effective and efficient use of technology

Documentation & Knowledge Management

• Maintain accurate documentation, SOPs, FAQs, and support procedures
• Share knowledge within the team to improve service consistency, efficiency, and quality
• Support cross-training and onboarding of Technology Support team members

Continuous Improvement

• Identify recurring issues and contribute ideas for process, tooling, or service improvements
• Support initiatives that enhance regional support maturity, standardization, and operational capability
• Promote a culture of accountability, collaboration, and continuous improvement

Additional Information

• Some after-hours or on-call support may be required based on operational needs
• Travel within region may be required on an occasional basis

Qualifications

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related discipline; equivalent professional experience may be considered
• 3 years and above of hands-on experience in IT support, infrastructure, systems, or enterprise technology environments
• Strong understanding of end‑user computing, enterprise applications, networks, servers, and operating systems
• Strong troubleshooting and problem-solving skills
• Customer-focused service mindset
• Clear written and verbal communication skills
• Ability to work effectively in a regional, matrixed environment
• Understanding of technology support processes and operational standards
• Willingness to learn and apply global and regional technology standards
• Experience working with geographically distributed teams

Additional Information

Expeditors offers excellent benefits:

• Paid Annual and Sick Leave
• Discovery Medical Aid
• Liberty Corporate Benefits: Pension / Retirement Fund, Family Benefit / Funeral Cover, Disability Income Benefit, Value Added Services
• Employee Stock Purchase Plan (ESPP)
• Training and Personnel Development Program
• Growth opportunities within the company
• Employee Referral Program Bonus