Information Technology Support Analyst

4 weeks ago

Mississauga, Canada Specsavers Full time

About Specsavers


Welcome to Specsavers - where we're not just about eyewear and eyecare, we're a purpose-driven organization committed to changing lives through better sight. As a certified Great Place to Work®, we take pride in our optometrist-owned and -led business model, providing quality eyecare and affordable eyewear to Canadians across the country.


Our journey began 40 years ago in the UK, with visionary optometrists Doug and Mary Perkins. Today, we support over 2,600 healthcare businesses spanning 11 countries in our network, passionately caring for more than 42 million patients and customers worldwide.


At Specsavers, we believe that access to quality eyecare should be a right, not a luxury. That's why we go above and beyond to transform the eyecare experience in Canada. With our advanced clinical equipment and an extensive range of affordable and high-quality eyewear, we're here to make a real difference in the lives of our customers.


But that’s not all - we're also dedicated to fostering a positive, inclusive, and supportive work culture. We strive to create an environment where our partners thrive while benefiting from the collective support and resources of our dedicated teams.


If you're passionate about making a difference, providing incredible care, and being part of a values and purpose-driven organization, join us on our journey to revolutionize the way Canadians experience eyecare. Together, we can change lives through better sight.


What You’ll Do


Purpose of the role


The Technology team provides the IT services that help our business run and grow. This is by giving our store and support office colleagues the tools and equipment that enable them to be great at what they do, which is to help our customers.


Reporting to the IT Support & Store Delivery Manager, the IT Support Analyst will be the first point of contact for all IT incidents and requests from retail stores and our Burnaby Support Office users, providing a high level of customer service remotely and in-person. As we are a fast-growing company in Canada, this role will also have exposure to ongoing projects across Retail, Clinical, Supply chain and our Support Office.


Key Responsibilities

  • Provide remote support to our Retail colleagues and partners
  • Provide desktop and user support at the Burnaby Office location
  • Set up new user accounts and assist with onboarding
  • Troubleshoot network issues and escalate effectively where required
  • Utilize ServiceNow and JIRA to log, update and resolve support tickets
  • Collaborate with internal teams and 3rd party vendors to troubleshoot and resolve Incidents
  • Contribute to the continual service improvement of our IT support services as we grow
  • Create & Maintain Knowledge Articles & Manuals for systems and applications
  • Assist in Incident Management and contribute to Problem Management
  • Collaborate with internal IT teams on various projects


What We’re Looking For

  • A passion for providing excellent customer service
  • Strong communications skills, both written and verbal
  • Previous experience providing both remote and desktop support
  • Understanding of ITIL best practice


Essential

  • ServiceNow
  • JIRA
  • Windows 10
  • Office 365
  • Azure Active Directory
  • Computer Hardware (Laptops, Desktops, Monitors & Peripherals)
  • Mobile Device Management
  • Basic Network Troubleshooting
  • Basic Application Troubleshooting


Nice to Have

  • Administering users and phonelines through RingCentral
  • Configuring devices and profiles in JAMF
  • Retail-specific Hardware, Software and Support processes
  • Troubleshooting or configuring Cisco Meraki equipment
  • Clinical software troubleshooting, and understanding of optometry equipment


Our Fellow ‘Speccies’ Enjoy

  • 3 weeks of vacation and 1 paid volunteer day
  • 1 extra paid day off and an eyecare voucher on your birthday
  • RRSP matching
  • Quarterly performance bonus
  • Healthcare spending account
  • Health and dental benefits effective on your first day
  • Team and company social events


Our Values


  • Collaborative: We work together as one Specsavers to deliver our purpose
  • Curious: We question, explore, and seek out diverse perspectives to develop our knowledge and understanding
  • Courageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision making
  • Compassionate: We care, support, and help each other
  • Commercial: We treat money wisely and make decisions that are good for our customers, our partners, our people, and good for the long term


We hope that in applying with us, you value these things as well


Equal Opportunity Employer

At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply. If you believe you can contribute to our mission and vision, we welcome your application, even if you don't meet every qualification listed. We value the unique skills and perspectives each individual brings to our team.

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