Technicien·ne principal·e, Soutien informatique // Senior IT Support Technician

SSENSE • Montreal, QC

86d • Onsite

About The Position

Reporting to the Director of Technology Services, the Senior IT Support Technician is responsible for providing advanced support and resolving issues related to applications, software, and hardware used in fulfillment center operations. This role requires an on-site presence to manage issues related to manual processes and hardware. It requires a deep understanding of a wide range of technologies, as well as the ability to identify, implement, and lead strategic improvements to optimize system availability, usability, and security. This senior-level position also serves as an excellent stepping stone to a Software Developer role. The focus on automation, scripting, and complex system troubleshooting will allow you to gain technical expertise directly applicable to the foundations of development.

Requirements

• College or University degree in Computer Science or a related field.
• Minimum of 5 years of experience in a similar role, ideally within a tech company or a distribution center/warehouse environment.
• Proven expertise in troubleshooting (log analysis, etc.), and the design and implementation of complex observability and automation systems.
• Familiarity with Mac environments, Windows Server, Windows 11, Linux, Android (MDM), networking, Warehouse Management Systems (WMS), and other complex applications (ERP, etc.).
• Fluency in spoken and written French is required.

Nice To Haves

• Proficiency in process automation and scripting (major asset).

Responsibilities

• Provide advanced technical support and troubleshooting for complex issues, ensuring long-term solutions to prevent recurrences.
• Define and lead initiatives aimed at improving the performance, availability, security, and usability of distribution center systems.
• Drive the execution of a global roadmap for the support team, focused on automation, quality, availability, and security.
• Establish robust communication channels to manage Severity 1 and 2 incidents, including opening and managing communication bridges.
• Lead efforts to improve automation, observability, and system security within the center, ensuring continuous improvement.

Benefits

• Extended health and dental benefits, including comprehensive mental health programs and coverage.
• Parental top up program.
• Generous employee discount on ssense.com.
• Access to telemedicine and employee and family assistance program.
• Savings and retirement plan matching contributions.
• Gender Affirmation Coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree