IT Store Support Technician

Ardene; Laval (administrative region); Presencial; CAD 45.000 - 65.000; Jornada completa

Descripción de la vacante

Ardene is seeking an IT Store Support Technician in Laval to be the first point of contact for store IT operations. You will support store employees, handle requests via in-person, phone, email or ticketing systems, and ensure POS uptime within service levels.

You will diagnose issues affecting POS, printers, terminals and Wi‑Fi, escalate complex cases, configure and troubleshoot POS registers and back-office devices, and train store staff on technology. This office-based role is based in Laval.

Formación

• Two years of customer service in a support role within a fairly complex environment.
• Technical knowledge of Windows OS, macOS, LAN/WAN, and Office business applications.
• Web applications, networks, protocols, and email (SMTP, POP3) knowledge.
• Working knowledge of documentation, data & reporting tools including Excel.
• Strong communication in English and French.

Responsabilidades

• Provide IT support as a first point of contact for store employees.
• Receive and respond to requests via in-person, phone, e-mail or ticketing systems.
• Resolve and prioritize urgent store-impacting issues (e.g., POS downtime) and monitor progress.
• Identify issues impacting POS systems, handheld devices, payment terminals, printers, and store Wi‑Fi, escalating when required.
• Escalate technically complex cases to IT team members.
• Configure, install, operate, and troubleshoot POS registers, debit/credit terminals, back-store computers, printers, handheld inventory devices, digital signage, and store communications systems.
• Provide basic troubleshooting guidance and training to store associates on store technology systems.
• Maintain clear documentation of recurring store-level issues and solutions.
• Participate in testing and documenting new technical features.
• Monitor creation of user accounts and accesses to IT systems.
• Manage computer equipment and systems; perform performance audits of servers, databases, and security logs.
• Respond to performance, availability, and security issues on real-time servers.
• Document recurring maintenance activities.
• Plan and rollout software updates.

Conocimientos

Windows OS

macOS

LAN/WAN

Excel

English & French

Educación

Post-secondary education in a relevant field

Technical certification is an asset

Herramientas

POS systems

Documentation tools

Descripción del empleo

Reporting to the Service Desk Lead, the IT Store Support Technician will play a key role on our IT team, acting as the first point of contact to support IT operations for Ardene stores. You will be critical in ensuring the quality of the service provided while improving network efficiency and fostering its growth. Your responsibilities will include, but are not limited to:

• Providing IT support, as a first point of contact for store employees;
• Receiving and responding to requests (in person, by phone, e-mail or through internal ticketing systems),
• Resolving and prioritizing urgent store-impacting issues (e.g., POS downtime), monitoring progress, and ensuring resolution in line with operational service levels;
• Identifying issues impacting POS systems, handheld devices, payment terminals, store printers, and store Wi‑Fi, finding timely solutions, and escalating when required;
• Escalating technically complex cases to the appropriate members of the IT team;
• Performing tasks related to the configuration, installation, operation, and troubleshooting of POS registers, debit/credit terminals, back-store computers, printers, handheld inventory devices, digital signage, and store communication systems;
• Providing store associates with basic troubleshooting guidance and training on store technology systems, POS functions, and operational tools;
• Maintaining clear documentation of recurring store-level issues and solutions to support knowledge sharing within the district/region;
• Participating in testing and documenting new technical features when required;
• Monitoring the creation of user accounts and accesses to the IT systems such as POS, inventory platforms, and company communication portals;
• Managing all computer equipment and systems (monitoring, repairs, warranties, contact with suppliers);
• Perform regular performance audits of servers, databases, and security logs;
• Respond to performance, availability, and security issues on real-time servers;
• Document recurring maintenance activities;
• Configure, optimize, and activate/rollout new systems according to specific requirements;
• Help architect infrastructure expansion to fit a rapidly changing environment;
• Plan & rollout software updates;
• Other tasks and projects as assigned.

WHAT YOU’LL NEED:

• Post‑secondary education in a relevant field of study; technical certification an asset;
• Two years of customer service in a support position (helpdesk, technical call centre or equivalent) within a fairly complex environment considered an asset;
• Technical knowledge of Windows OS, OSX , LAN/WAN, and Office business applications
• Web applications, networks, protocols, and email (SMTP, POP3) knowledge
• Working knowledge and experience with documentation, data & reporting tools including Excel
• Natural propensity for customer service, demonstrated ability to “multi-task” effectively in a fast‑paced, technical environment and a clear aptitude for problem solving;
• Excellent spoken and written communication (English and French)
• Sharp analytical skills as well as strong organizational abilities;
• Strong sense of teamwork
• Ability to work in‑office in Laval

Artificial intelligence (AI) may be used to support certain stages of our recruitment process, such as reviewing applications. AI is used as a tool to assist our hiring team and does not make hiring or rejection decisions. All employment decisions are made by Ardene's recruitment team.

Ardene is an equal opportunity employer, and as such, does not discriminate in hiring or terms and conditions of employment on the basis of an individual’s race, ancestry, color, place of origin, religion, gender, gender identity, citizenship, age, sexual orientation, disability, national origin, family status, marital status or any other characteristic protected by applicable laws. Accommodations for people with disabilities are available upon request for candidates taking part in all aspects of the selection process. Selection decisions are solely based on job‑related factors.