IT Support Advisor

Rennaï; Mount Royal; On-site; CAD 50,000 - 65,000; Full time

Job summary

A modern self-care destination in Mount Royal is seeking an IT Support Advisor to provide Level 1 and Level 2 support for in-store operations. The role includes creating and maintaining technical documentation while collaborating with teams to ensure effective store operations. Candidates should have a strong proficiency in Microsoft tools, experience in technical support, and preferably some background in retail environments. Join a dynamic team dedicated to beauty and well-being.

Benefits

Comprehensive benefits package

Qualifications

• Strong proficiency in the Microsoft environment including Windows and Microsoft 365.
• Experience in Level 1 and Level 2 technical support.
• Experience in a retail environment is a strong asset.

Responsibilities

• Provide technical support to internal users and in-store operations.
• Respond to Level 1 and Level 2 support tickets.
• Create, structure, and maintain all documentation requested by the IT Manager.

Skills

Strong proficiency in the Microsoft environment (Windows, Microsoft 365, Teams, Outlook)

Knowledge of or experience with Business Central

Familiarity with LS Retail / POS

Ability to handle Level 1 and Level 2 support requests

Excellent technical and operational documentation skills

Education

Education in IT or equivalent experience

Tools

Business Central

Microsoft 365

LS Retail / POS

Job description

Overview

IT Support Advisor - POS and End-User Support – Level 1 & 2. Discover Rennaï, the beauty and modern self-care destination of the future. At Rennaï, we are dedicated to helping individuals achieve well-being through 360° self-care in a highly accessible setting. Inspired by the French word Renaissance, meaning rebirth and renewal, we are committed to empower individuals on their journey towards self-care, self-love, and self-discovery. Our range of carefully curated beauty products from around the world is complemented by personalized self-care services, including consultations with beauty, nutrition, and wellness experts. We offer a variety of services to nourish the mind, body, and soul, providing everything you need to feel your best, both inside and out.

Job Summary

The IT Support Advisor POS provides technical support to internal users and in-store operations. This role responds to Level 1 and Level 2 support tickets, supports POS systems, and plays a key role in creating, updating, and maintaining all documentation requested by the IT Manager. The position reports directly to the IT Manager, who may assign additional duties based on organizational needs. This position includes a comprehensive benefits package.

Key Responsibilities

• End-User and POS Support: Respond to end-user support tickets (Level 1 and Level 2); provide technical support to in-store employees; support daily store operations; diagnose incidents, propose solutions, and ensure proper follow-up; escalate complex issues when required.

Documentation (Priority Responsibility)

• Create, structure, and maintain all documentation requested by the IT Manager
• Document POS procedures, operational workflows, incidents, and solutions
• Document configurations, best practices, and internal processes
• Ensure documentation is clear, up to date, and compliant
• Contribute to the continuous improvement of user and technical guides

Other Responsibilities

• Apply and comply with IT standards and internal processes
• Collaborate with store teams and IT teams
• Participate in user training using the documentation produced
• Perform any other tasks assigned by the IT Manager

First 3 Months

Month 1

• Understand the environment, tools, and procedures
• Handle simple Level 1 tickets efficiently and in compliance with standards

Month 2

• Be autonomous on most Level 1 tickets and escalate issues appropriately
• POS documentation completed, fully understood, and applied in operations

Month 3

• Improve efficiency, prioritization, and resolution times
• Actively collaborate with the IT team and contribute to continuous improvement

Required Skills And Knowledge

• Strong proficiency in the Microsoft environment (Windows, Microsoft 365, Teams, Outlook)
• Knowledge of or experience with Business Central
• Familiarity with LS Retail / POS
• Ability to handle Level 1 and Level 2 support requests
• Excellent technical and operational documentation skills

Desired Profile

• Highly organized, structured, and detail-oriented
• Autonomous and solution-oriented
• Ability to simplify and explain technical information
• Strong sense of responsibility
• Comfortable working in a Microsoft environment and in a retail/store setting

Education And Experience

• Education in IT or equivalent experience
• Experience in Level 1 and Level 2 technical support
• Experience in a POS or retail environment (strong asset)

Join our dynamic team and be part of a luxurious beauty experience that empowers individuals to embrace their uniqueness. Together, let’s create an inspiring space where beauty and confidence flourish, making a lasting impact on our customers’ lives.