Field Analyst

2 weeks ago

Toronto, Ontario, Canada The Home Depot Canada Full time

Position Purpose

The Functional Field Analyst role is part of the IT Field Analyst Program, which provides IT presence in our stores on a daily/weekly basis.

This role will provide premium service, delivery and support to our front line associates, and reports to the Functional Support Centre leader.


Responsibilities:

  • Support stores with technical and equipment issues (Supporting up to 10 stores (or as needed within a 250 km radius)) on occasion or as assigned.
  • Monitor and manage the quality of third party vendor work
  • Represent IT and The Home Depot in a professional and businesslike manner and communicate effectively with management and associates at all levels.
  • Install computer equipment, train associates on computer equipment, perform preventative maintenance, and travel to stores in the district.
  • Identify, research, and resolve technical issues at assigned stores by performing service and repair, installation and other duties scheduled by management team
  • Follow a defined schedule supporting all stores in their assigned District.
  • Monitor tickets/tasks/projects through the Service Now Portal.
  • Provide customer service and technical support to Stores on operational or maintenance aspects of their system equipment.
  • Serve as the Store contact on technical and service related issues.
  • Provide hardware/POS system, PC, printer and peripheral repair/support, including direct interaction with Store to identify issues and provide prompt resolution, diagnoses mechanical, hardware, software and systems failures, using established procedures.
  • Determine the ideal repair/resolution to minimize Store downtime.
  • Document, track and monitor issues as well as nonissues providing necessary notes/feedback in Service Now ticket/task.
  • Follow instruction and/or preestablished guidelines to perform functions of service and makes infield repair decisions.

Knowledge/Experience Required:

  • Minimum 3 years relevant work experience with SAP implementations and support, preferably in the Services/Retail industry
  • Minimum 3 years of Home Depot store experience
  • Degree in Computer Science or IT Related Field
  • Business Analyst experience is essential
  • Excellent interpersonal and organizational skills
  • Ability to work in a fast paced, high energy environment
  • Expert Microsoft Office skills
  • Highly trained and able to provide maintenance and breakfix services for Home Depot's standard equipment
  • Able to work at heights of 2050ft and operate store lifts
  • Able to lift at least 50lbs.
  • Must be well versed in data cabling and infrastructure
  • Experience in maintaining IT hardware including but not limited to: POS, PC, printers, AP's, servers, network switches, and handheld devices
  • Experienced with AC/DC troubleshooting
  • Familiar with Microsoft Windows OC, Cisco OS and Linux/Unix OS
  • Able to isolate connectivity issues with CAT 3, 5 and 6 cabling in addition to fiber
  • Knowledgeable about and capable of repairing CAT 3, 5 and 6 cables as well as reterminate fiber
  • Familiar with tools used for testing Low Voltage and Electric
  • Potential to work nights, weekends, and holidays
  • Familiarity with support area for problem escalation is essential.
  • Strong motivation and team building skills are essential.
  • Excellent customer service skills.
  • Excellent written and verbal communication skills.
  • A valid driver's licence is required
  • Bilingual (English/French) will be considered an asset.

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