Job Description

Purpose of the Job

The D&T Support Analyst position offers a critical role within Aramex, providing comprehensive Level 1 and Level 2 IT support tailored for our North American user base. This role focuses on ensuring operational excellence by troubleshooting a wide range of technical issues, maintaining the reliability of end-user computing devices and warehouse technology, and managing accurate IT asset records. Operating primarily through remote support tools, the analyst will also function as the key on-site IT presence for the Chicago office, supporting its technology infrastructure and user needs.

The primary objectives include:

• Delivering responsive and effective IT assistance to ensure smooth technological operations across all North American locations.
• Maintaining strong alignment with Aramex’s IT standards and security policies to provide a safe and secure technology environment.
• Facilitating seamless technology integration and support during the setup and operational phase of the Chicago office.
• Supporting warehouse operations by assisting with rugged mobile devices and critical shipping technologies.
• Ensuring detailed documentation and asset management to streamline IT service delivery and asset lifecycle management.
• Collaborating with regional and global technology teams to drive coordinated support and strategic initiatives.

Job Description

Role Overview

As a D&T Support Analyst at Aramex, you will serve as a vital resource delivering expert Level 1 and Level 2 support through ServiceNow ticketing and remote access solutions, assisting users across multiple North American sites. Your expertise will enable swift resolution of hardware, software, and network issues, contributing significantly to user productivity and operational efficiency.

Customer Support

• Respond promptly to user requests and incidents, providing first-contact resolution wherever possible, primarily via TeamViewer, RDP, and Microsoft Teams.
• Troubleshoot issues involving Windows 10 and 11 devices, peripherals such as docking stations and printers, and business-critical applications including Microsoft 365.
• Maintain ownership of support tickets efficiently, ensuring thorough investigation prior to escalating to specialized teams, accompanied by clear documentation of action taken.
• Serve as the primary on-site IT liaison for the Chicago office, managing user equipment, office technology, and infrastructure support during and after setup.

Collaboration and Knowledge Sharing

• Engage proactively with the D&T Manager and cross-regional technology teams to align support efforts and contribute to ongoing projects.
• Develop and maintain a comprehensive knowledge base by authoring detailed articles and user guides that empower users and reduce recurrence of common issues.
• Foster a cooperative team environment that encourages collaboration, open communication, and continuous improvement.

Operational Responsibilities

• Manage user account administration tasks, including password and multi-factor authentication resets, while strictly following identity verification protocols.
• Perform complete lifecycle management of IT hardware: deployment, setup, maintenance, and secure disposition.
• Assist with software installation, updates, and endpoint management, utilizing tools such as Microsoft Intune for deployment automation and compliance management.
• Troubleshoot network connectivity issues, including Wi-Fi, VPN, DNS, and printing, ensuring minimal disruption to operations.
• Provide dedicated first-line support for warehouse-specific technologies, such as Honeywell rugged mobile computers and Zebra printers, escalating issues appropriately.
• Participate hands-on in network infrastructure setup and maintenance activities for the Chicago office under managerial guidance.
• Maintain and audit accurate IT asset records, tracking device allocation, warranty status, and procurement schedules.
• Adhere to corporate IT security policies rigorously, safeguarding sensitive data and promptly reporting any risks or incidents.
• Support hardware refresh cycles, system enhancements, and infrastructure upgrades to optimize technological capabilities.
• Occasionally travel to other Aramex locations within North America and provide after-hours support during critical situations or scheduled maintenance.

Financial Stewardship

• Assist with procuring technology hardware and services, ensuring compliance with company purchasing policies and budget controls.
• Coordinate with vendors on equipment repairs, warranty claims, and replacements to minimize costs and downtime.
• Maintain diligent asset tracking to support strategic planning and prevent unnecessary expenditures.

This role offers an excellent opportunity to develop technical expertise in a dynamic logistics environment while contributing meaningfully to Aramex’s operational success.

Job Requirements - Experience and Education

• Bachelor’s degree in Information Technology, Computer Science, or a closely related discipline, demonstrating a foundational understanding of IT principles.
• 1 to 2 years of practical experience delivering IT support in a structured help desk or desktop support role within a ticket-based environment.
• Proven proficiency troubleshooting Windows 11 operating systems, including comprehensive hardware and software diagnostics.
• Solid experience supporting Microsoft 365 suites such as Outlook, Teams, and OneDrive, ensuring smooth collaboration tools usage.
• Working knowledge of Identity and Access Management concepts, specifically involving Microsoft Entra ID and Active Directory, including user and group management, password resets, and multi-factor authentication configuration.
• Fundamental networking skills encompassing TCP/IP, DNS, DHCP, VPN, and Wi-Fi, sufficient to discern source of technical issues and apply appropriate resolutions.
• Prior experience providing remote support utilizing tools like TeamViewer and Remote Desktop Protocol (RDP), optimizing response times and customer satisfaction.
• Demonstrated ability troubleshooting peripherals, including printers, scanners, docking stations, and monitors, ensuring full hardware functionality.
• Strong analytical and problem-solving capabilities, with a methodical approach to issue reproduction, log interpretation, and testing solutions.
• Independent working style with excellent organizational skills, capable of managing support queues, communicating progress clearly, and escalating judiciously.
• Effective verbal and written communication skills, enabling technical explanations to non-technical users, and creation of clear service ticket documentation.
• Experience in IT asset management and inventory practices, contributing to accurate record keeping and lifecycle management.
• Competency in technical writing for documentation and user-facing knowledge articles, enhancing team knowledge base.
• Preferred qualifications include familiarity with ServiceNow platform, Microsoft Intune or equivalent endpoint management systems; knowledge of rugged Android enterprise devices (such as Honeywell or Zebra), label printers, and RF scanning technologies; exposure to logistics, warehouse, or transportation IT environments; basic Windows Server administration; and certifications like CompTIA A+, Network+, Microsoft Fundamentals, or ITIL Foundation.
• Physical capability to handle and move IT equipment safely, including lifting items up to 50 pounds, ensuring operational readiness and setup efficiency.

Leadership Behaviors

Building Outstanding Teams

Setting a clear direction

Simplification

Collaborate & break silos

Execution & Accountability

Growth mindset

Innovation

Inclusion

External focus

Skills