Customer support Jobs in Harrislee

Position Overview :

FRS Clipper seeks an individual who shares our passion and love of the Pacific Northwest working in the travel and hospitality industry. We are looking for a committed, diligent, and customer-oriented person who wants the opportunity to make a significant contribution to our Information Technology department.

About the Successful Candidate :

This role requires someone who is a highly organized, technically skilled professional with a passion for supporting end-users within a complex and rewarding industry. This individual possesses a solid foundation in troubleshooting hardware, software, and network problems, along with expertise in operating systems, security protocols, and system management. Strong communication skills enable them to explain technical concepts in a clear and user-friendly way, ensuring all users feel supported and understood. The ideal candidate is proactive, resourceful, and excels in managing multiple tasks efficiently, balancing daily support requests with ongoing maintenance and updates. With a focus on customer service, they maintain a positive, patient approach, ready to assist users at all levels of technical proficiency, ensuring smooth and uninterrupted IT operations across the organization.

About the Role :

The IT Support Specialist provides technical assistance and support to end-users, troubleshooting hardware, software, and network issues to ensure optimal system performance and telecommunication systems for approximately 100-200 persons located in Seattle, Washington and Victoria, BC. This role requires a customer-focused approach to resolving IT-related inquiries, diagnosing problems, and implementing effective solutions. It is important that this person is able to follow direction from multiple management levels. The IT Support Specialist works closely and collaboratively with Clipper’s owner, FRS Group. The position reports to the Director of Finance & IT and also has dotted-line reporting to FRS Group headquarters located in Flensburg, Germany. This role is also supported by the IT Support Assistant located in Victoria, BC.

Job Duties : End user support

• Troubleshoot and resolve incoming helpdesk requests from end users via online tracking system
• Manage end user computers, phones, peripherals, and audio / video requirements
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Install and troubleshoot OS and desktop applications
• Manage Active Directory and Exchange user setup and management
• Maintain, optimize and monitor VPN and remote access systems

Infrastructure support

Incident response

Other duties

Education :

Experience :

Skills :

Technologies you will support include :

Job Type :  Non-Exempt, Full Time, 40 Hours per week

Salary :  $27 – $37 per hour

Physical setting :   Office 4 days per week minimum with 1 optional date remote after initial training and probationary period

Schedule :   Monday to Friday; available for emergencies on weekends and after hours during the work week

Ability to commute / relocate :   Reliably commute or planning to relocate before starting work to Seattle, WA 98121

Other :   Possess a valid TWIC or ability to obtain one within 30 days of starting work; Ability to travel between and Canada preferred but not required