Bilingual Senior Technical Support Analyst

Staples Canada•Richmond Hill, ON

6d•Hybrid

About The Position

The Bilingual Senior Technical Support Analyst is responsible for managing the resolution of escalations in a timely manner that includes providing mentorship and guidance to the Technical Support Agents. This individual will be responsible for taking more complex cases, recognizing the underlying problem, performing troubleshooting, resolving problem calls, and following up with users to confirm proper resolution. This individual will 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. Also, be required to be available via pager for afterhours support on a four-week rotational basis.

Requirements

Degree or Diploma in Computer Networking or related discipline.
2-3 years of working at the Staples Canada Support Centre or equivalent experience.

Nice To Haves

A+, Network +, CCENT, or MCP Certification an asset.
Staples Store Experience is an asset.

Responsibilities

Support level one agents to resolve complex issues.
Provides second level system support to all retail stores and home office users from escalations of Technical support Agents.
Create, modify, and maintain knowledge articles to minimize recurring technical issues and improve first-call resolution.
Have a good understanding of Staples environment and equipment. Working with Point-of-Sale systems, PC’s, AS400, telecommunication, Networks, RF scanners and other hardware.
Collaborates cross-functionally with Network Analysts, Application Specialists, and Telecommunication teams to diagnose and resolve technical issues efficiently.
Contribute ideas and observations to the Sr. Manager of Service Delivery and Technical Support Team Lead in order to improve the efficiency of the Support team in achieving KPIs.
Accountable for troubleshooting and resolving client issues on both a proactive and reactive basis.