Distribution Center (DC) Support Analyst

BFG Enterprise Services; Eastern Ontario; On-site; CAD 48,000 - 64,000; Full time

Job summary

BFG Enterprise Services is seeking an IT Support Specialist to assist the Distribution Centre with hardware, WMS, SAP/LM, and telephony systems. You will provide desk side support for Microsoft Office, applications, and mobility devices, and handle VoIP issues in a fast-paced distribution environment.

The role requires 2-3 years in a service-focused setting, strong customer service, and willingness for overtime.

Qualifications

• 2 - 3 years related experience within a service-based industry.
• Must possess strong customer service attitude and interpersonal skills.
• Must possess excellent written and verbal communication skills.
• Must be comfortable in a grocery distribution centre environment.
• Must be available and willing to work overtime.
• Must be flexible to adjust work schedules and shifts 24/7.
• Must be willing and able to travel to customer sites on short notice over extended periods.

Responsibilities

• Provide support and troubleshoot local WMS system, ensuring incidents are corrected within the allotted SLA timeframe.
• Be the subject matter expert services for questions about the normal operation of the WMS system.
• Provide support for all printer technologies within the distribution centre.
• Provide Telephone support and assist with VoIP issues.
• Provide first level IP camera troubleshooting and application support.
• Coordinate change windows with distribution centre management to implement changes or upgrades to internal facility systems.
• Maintain the Isotrac equipment and managing the returns and repairs process.
• Maintain the RF equipment and managing the returns and repairs process.
• Ensure of account entitlements / account management.
• Assist in the process of user acceptance testing (UAT) as required.
• Manage desktop repairs, replacements, and upgrades.
• Coordinate incidents between support teams on widespread issues impacting the WMS system.
• Document all incidents and Service Requests in ServiceNow.
• Coordinate approved vendor installation and repairs.
• Perform proactive communications with distribution centre staff and management on all issues, changes and improvements to technology and applications.
• Participate in the creation of SOP's and process to improve distribution centre performance.
• Training of distribution centre staff when new technology or software is introduced.
• Provide after hours on call support when scheduled to do so.
• Provide Computer room maintenance. Escort vendors for UPS/AC/electrical maintenance tasks.
• Responsible for keeping the IT room safe and clean.

Skills

Customer service

Interpersonal skills

Written and verbal communication

WMS experience

RF devices

Printer troubleshooting

PC troubleshooting

Education

College IT degree preferred

A+ certification asset

Tools

ServiceNow

Job description

Role:To support the Hardware, Microsoft Applications, Telephone and Warehouse Management Systems of the Distribution Centre.

Key Support Areas

• Supply chain applications support (WMS/LM/SAP)

• Hardware support (Talkmans, handhelds, truck mounts, wireless access devices, IP camera components, label printers, computer room equipment)

• Desk side support for Microsoft office, applications, and mobility devices

• Telephone (VoIP) Support

• Escalation of issues to other departments when necessary to ensure timely service and support

• Vendor management and coordination as required

• Knowledge base updates for team members and National Support Centre to reference

• Communications to Loblaw staff and management on an ongoing regular basis.

Responsibilities

• Provide support and troubleshoot local WMS system, ensuring that incidents are corrected within the allotted SLA timeframe.

• Be the subject matter expert services for questions about the normal operation of the WMS system

• Provide support for all printer technologies within the distribution centre.

• Provide Telephone support and assist with VoIP issues

• Provide first level IP camera troubleshooting and application support

• Coordinate change windows with distribution centre management to implement changes or upgrades to internal facility systems.

• Maintain the Isotrac equipment and managing the returns and repairs process.

• Maintain the RF equipment and managing the returns and repairs process.

• Ensure of account entitlements / account management.

• Assist in the process of user acceptance testing (UAT) as required.

• Manage desktop repairs, replacements, and upgrades

• Coordinate incidents between support teams on widespread issues impacting the WMS system

• Document all incidents and Service Requests in ServiceNow.

• Coordinate approved vendor installation and repairs

• Perform proactive communications with distribution centre staff and management on all issues, changes and improvements to technology and applications.

• Participate in the creation of SOP's and process to improve distribution centre performance

• Training of distribution centre staff when new technology or software is introduced

• Provide after hours on call support when scheduled to do so

• Provide Computer room maintenance. Escort vendors for UPS/AC/electrical maintenance tasks

• Responsible for keeping the IT room save and clean

Requirements

• 2 - 3 years related experience within a service-based industry

• Must possess strong customer service attitude and interpersonal skills

• Must possess excellent written and verbal communication skills

• Must be able comfortable in a grocery distribution centre environment

• Must be available and willing to work overtime

• Must be flexible to adjust work schedules and shifts 24/7, and may consist of rotating stand-by, on call and call-backs to provide assistance after hours, as required.

• Must be willing and able to travel to customer sites on short notice over extended periods of time

Technical Skills

• Must possess strong warehouse management system experience

• Must be familiar with RF devices and printers used in a distribution environment

• Must possess great PC troubleshooting knowledge, for both hardware and software

Education

• College Degree in the field of Information Technology preferred, but will consider applicants with equivalent work-related experience

• Possession of an A+ certificate would be considered an asset