The Support Specialist is responsible for managing the resolution of problems in a timely manner, including recognizing the underlying problem, performing troubleshooting, resolving or escalating problem calls, and following up with users to confirm proper resolution. The role requires experience and understanding of the I.S. workplace, including supporting end-users for PC or server applications and hardware.
What You Will Do
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. Troubleshoot and resolve client issues on both a proactive and reactive basis.
Why It Might Be a Fit
Excellent communication and customer service skills, initiative, and ability to adapt to rapid changes in procedures and processes in a dynamic environment are required. Bilingual (French) is required.
Requirements
- Excellent communication and customer service skills
- 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
- Valid driver’s license
- Bilingual (French)
Benefits
- Associate discount
- Health and Dental benefits
- RRSP/DPSP
- Performance bonuses
- Learning & Development programs
📌 Bilingual Technical Support Agent (Richmond Hill)
🏢 Staples
📍 Richmond Hill
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