Technology Support – MAIR

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!

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.

Bachelor’s degree in information technology, Computer Science, Engineering, or a related
discipline; equivalent professional experience may be considered.
• 5 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

• 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

• Customer-focused service mindset

Expeditors offers excellent benefits:

• Paid Vacation, Holiday, Sick Time
• Health Plan: Medical
• Life Insurance
• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company
• Employee Referral Program Bonus

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.