PDN Express CA Ltd. is a logistics/courier company operating in Canada, particularly focused on last-mile and express delivery for e-commerce. We offer door-to-door delivery services with the promise of speed, efficiency, and lower cost. Our services cater primarily to online merchants and shoppers who need parcels delivered fast and reliably.
Responsibilities:
- Communicate with warehouse and delivery teams both in person and via electronic channels to identify, document, and clarify technical problems relating to systems hardware, applications, and systems connectivity.
- Consult technical manuals, user guides, vendor documentation and internal system documentation to research and determine effective solutions.
- Replicate, troubleshoot, and fix technical issues across devices and operation platforms, including barcode scanners, printers, handheld terminals, routers, workstations, mobile devices, and logistics systems (DMS/TMS/WMS).
- Provide first-line support for logistics systems, network connectivity, and internet access to minimize operational disruptions using remote support tools (e.g. TeamViewer, AnyDesk, MDM).
- Handle service requests and support ticketing system using ticketing tools (e.g. Zendesk, Jira, Freshdesk); ensure timely resolution or escalate to second-level/specialized technical teams when needed.
- Install, configure, maintain, and update workstations, mobile devices, peripherals, and related applications relevant to warehouse and delivery operations.
- Provide advice, informal training, and user guidance to staff on use of logistics applications, scanning systems, and collaboration platforms (e.g., MS Teams, Slack, WeCom) to ensure smooth workflows.
- Maintain detailed logs of problems and solutions to improve troubleshooting efficiency and provide reference for other technical support staff.
- Collaborate closely with operations and IT teams to align workflows with system/ device capabilities, while supporting security and compliance through barcode/RFID scanning, POD, geolocation tools, account/permission management, MFA, and audit log analysis.
- Contribute to system integration and logistics performance by supporting SQL, API, and reporting tasks, and by monitoring service levels (e.g., SLA T+2/D+2) and resolving hybrid operational/technical issues.
In this role, you will combine strong IT support skills with logistics knowledge to ensure reliable last-mile delivery operations.
Requirements:
Education
A college program in computer science, programming, or network administration, or recognized certification/training in industry-standard IT service management practices is required.
Work Experience
2-3 years of work experience in IT support, help desk, or a related technical role is required.
Minimum of 1-year work experience as a user support technician in the field of logistics.
Soft Skills:
Language
Job Type:
full-time (30hours/week), 6 hours/day
7:00 am to 15:00 pm (PST)
permanent
Salary: $37.6 hourly
Benefit: 2-week paid vacation, dental & vision care
Location: Richmond, BC
Contact Information:
Email: hr.ca@pdn.express
