Technical Support Agent

Staples Canada•Richmond Hill, ON

1d•Hybrid

About The Position

The Support Specialist is responsible for managing the resolution of problems in a timely manner which includes recognizing the underlying problem, performing troubleshooting, resolving or escalating problem calls, and following up with users to confirm proper resolution. Support Services Analyst must also monitor vendor performance and escalate high priority problems and issues to the Team Leader and Second Level Team. 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. 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. Interact with Network Analysts, Application Specialists and Telecommunication Analysts to identify and resolve problems. Contribute ideas and observations to the Team Leader to improve the efficiency of the Support team in achieving phone and SLA thresholds. Accountable for troubleshooting and resolving client issues on both a proactive and reactive basis.

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
Takes initiative, seeking opportunities for change, growth and improvement
Ability to adapt to rapid changes in procedures and processes in a dynamic environment.
Candidate must have valid driver’s license

Nice To Haves

Knowledge of AS400 technical support
Knowledge of Citrix Network Topology
Ability to work with Excel
French is preferred

Responsibilities

Manage the resolution of problems in a timely manner which includes recognizing the underlying problem, performing troubleshooting, resolving or escalating problem calls, and following up with users to confirm proper resolution.
Monitor vendor performance and escalate high priority problems and issues to the Team Leader and Second Level Team.
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.
Interact with Network Analysts, Application Specialists and Telecommunication Analysts to identify and resolve problems.
Contribute ideas and observations to the Team Leader to improve the efficiency of the Support team in achieving phone and SLA thresholds.
Troubleshoot and resolve client issues on both a proactive and reactive basis.