Bilingual Technical Support Agent

STAPLES Canada; Richmond Hill; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Health and Dental benefits

RRSP/DPSP

Performance bonuses

Job summary

Staples Canada is seeking a Support Specialist to provide first-level system support for POS, PCs, AS400, networks, and other hardware across retail stores and head office. You will collaborate with network and application teams to identify, resolve, and escalate issues while contributing ideas to improve efficiency and SLA performance.

The role requires excellent communication, troubleshooting skills, and strong knowledge of Windows and AD, with bilingual French proficiency and a valid driver's

Qualifications

• Excellent communication and customer service skills are required.
• Strong troubleshooting and diagnostic abilities.
• Working knowledge of PCs and Windows operating systems.
• Experience with Active Directory and DOS command line.
• Solid understanding of IP protocols (TCP/IP, DNS, WINS).
• Proficient with support tools (PC Anywhere, Citrix) and common apps (Office 365, Adobe, SAV).
• Experience with remote access software (VPN, Terminal Services).
• Experience with ServiceNow Call Tracking database.
• Takes initiative and seeks opportunities for change and improvement.
• Ability to adapt to rapid procedural changes in a dynamic environment.
• Knowledge of AS400 support and Citrix topology is a plus.
• Valid driver's license and bilingual French required.

Responsibilities

• Provide first level system support to retail stores and home office users for POS, PCs, AS400, networks, and other hardware.
• Interact with Network Analysts and Application Specialists to identify and resolve problems.
• Suggest improvements to the Team Leader to boost team efficiency and SLA achievement.
• Troubleshoot and resolve client issues proactively and reactively.

Skills

Bilingual French

Excellent communication

Troubleshooting

Windows OS knowledge

Active Directory

TCP/IP DNS WINS

Driver's license

Initiative & adaptability

Tools

PC Anywhere

Citrix

Office 365

Adobe

SAV

VPN

Microsoft Terminal Services

ServiceNow

Job description

Some of what you will do:

The Support Specialist is responsible for managing the resolution of problems in a timely manner which includes recognizing the underlying problem, performing troubleshooting, resolving or escalating problem calls, and following up with users to confirm proper resolution.
Support Services Analyst must also monitor vendor performance and elevate high priority problems and issues to the Team Leader and Second Level Team.
Require experience and understanding of the I.S. environment including supporting end-users for PC or server applications and hardware. Be willing to work weekends, evenings, and day shifts.

Specifically, You Will:

Provide first level system support to all retail stores and home office users for Point-of-Sale systems, PC's, AS400, telecommunication, Networks, RF scanners and other hardware.

Interact with Network Analysts, Application Specialists and Telecommunication Analysts to identify and resolve problems.

Contribute ideas and observations to the Team Leader to improve the efficiency of the Support team in achieving phone and SLA thresholds.

Accountable for troubleshooting and resolving client issues on both a proactive and reactive basis.

Some of what you need:

Excellent communication and customer service skills a must.

Excellent troubleshooting and diagnostic skills.

Working knowledge of PCs and Windows operating systems.

Working knowledge of Active Directory, and DOS command line functionality.

Solid understanding of IP architecture protocols (TCP/IP, DNS, WINS) and how they are applied to client/server applications.

Proficient with support tools (PC Anywhere, Citrix), imaging tools and common software applications, (Office 365, Adobe, SAV).

Experienced with remote access software (VPN, Microsoft Terminal Services).

Experience with ServiceNow Call Tracking database.

Takes initiative, seeking opportunities for change, growth and improvement.

Ability to adapt to rapid changes in procedures and processes in a dynamic environment.

Knowledge of AS400 technical support would be an asset.

Knowledge of Citrix Network Topology.

Ability to work with Excel is an asset.

Candidate must have valid driver's license.

Bilingual (French) is required.

Some of what you will get:

Health and Dental benefits

RRSP/DPSP

Performance bonuses

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About Us

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.

About the Team

About the Team At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We're looking for curious, approachable, and passionate individuals who love finding solutions. If that's you, let's work, learn, and grow together. We are building an inclusive and diverse team Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

• Job Identification 72742
• Job Category Technology, E-Commerce & Data Science
• Locations 6 Staples Ave, Richmond Hill, ON, L4B 4W3, CA