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 ResponsibilitiesAct 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 branchesPerform initial assessment, troubleshooting, classification, and resolution of technology incidents and service requests, owning issues through to closure and escalating when requiredSupport District Management in setting up IT infrastructure for new offices & warehouses, following the guidance from MAIR Technology Support leadership teamSupport system and service stability by responding to incidents, monitoring issues, and assisting with recovery activitiesCoordinate, assist, and support GT designates and relevant teams to resolve technical issues effectivelyFollow established global and regional processes, standards, and controls to ensure reliable and consistent operationsContribute to meeting defined SLAs, KPIs, and MAIR support expectationsPrepare and manage the annual Global Technology budget while overseeing the end-to-endIT asset lifecycle, including procurement, tracking, maintenance, and replacementCommunicate clearly and professionally with technical and non-technical users regarding issues, progress, risks, and resolutionsPartners with business stakeholders, regional teams, and CHQ technology teams to support effective and efficient use of technologyDocumentation & Knowledge ManagementMaintain accurate documentation, SOPs, FAQs, and support proceduresShare knowledge within the team to improve service consistency, efficiency, and qualitySupport cross-training and onboarding of Technology Support team membersContinuous ImprovementIdentify recurring issues and contribute ideas for process, tooling, or service improvementsSupport initiatives that enhance regional support maturity, standardization, and operational capabilityPromote a culture of accountability, collaboration, and continuous improvementAdditional InformationSome after-hours or on-call support may be required based on operational needsTravel within region may be required on an occasional basis
