Technology Support – MAIR

Technology Support – MAIR Full-time Company Description We take care of our employees, and they take care of our customers! Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and 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. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Our Mission We recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within - more than 50 percent of our employees have been at Expeditors for five years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs - they're chances to grow, do what you love and build a career with us! 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. Qualifications Bachelor’s degree in information technology, Computer Science, Engineering, or a related discipline;