Specialized IT Support Technician

UAP Inc. • Montreal, QC

9d

About The Position

As a senior technical reference within the Store Support team, you will handle complex incidents and actively contribute to the stability, evolution, and optimization of the technology environments used daily in our stores.

Requirements

• Diploma or degree in Computer Science or a related field
• 3 to 5 years of experience in IT support (POS, retail store, or distribution center environment)
• Experience with a ticketing system (ideally ServiceNow)
• Excellent communication skills in both French and English, written and spoken (frequent collaboration with teams across Canada)
• Strong expertise in Linux (administration, services, log analysis, performance)
• Good understanding of networking concepts (TCP/IP, DNS, DHCP, VLAN, VPN)

Responsibilities

• Analyze, diagnose, and resolve critical incidents (software, hardware, network) that directly impact operations, while meeting Service Level Agreements (SLAs) and ensuring rigorous follow‑up on priority cases.
• Act as the technical escalation point for Level 1 Support and provide technical leadership to ensure effective, long-term resolutions.
• Ensure certification, configuration, and deployment of in-store IT equipment (POS systems, scanners, printers, mobile devices) using device management tools (MDM, e.g., SOTI), guaranteeing performance and compliance.
• Manage equipment inventory and collaborate with vendors to ensure availability and operational continuity.
• Participate in the testing, validation, and deployment of new technology solutions in collaboration with project and infrastructure teams.
• Prioritize interventions based on operational impact and maintain structured tracking of activities in critical environments.
• Document solutions and recommend technical and organizational improvements while actively contributing to team knowledge sharing.

What This Job Offers

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