Technical Support Agent (Part-time)

Staples Canada•Richmond Hill, ON

59d•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. Specifically, You Will: Provides 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. Interacts 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. At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together. We are building an inclusive and diverse team Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

Requirements

Degree or Diploma in Computer Networking or related discipline.
A + , Network + , CCENT, or MCP Certification an asset.
Bilingual in French and English.
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.
Candidate must have valid driver’s license.
1-2 years of help desk or equivalent experience.

Nice To Haves

Knowledge of AS400 technical support would be an asset.
Knowledge of Citrix Network Topology.
Staples Store Experience is an asset.

Responsibilities

Provides 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.
Interacts 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.