Bilingual System Support Specialist

5 months ago

Bolton, Canada CARQUEST Canada Ltd. Full time

**ESSENTIAL DUTIES AND RESPONSIBILITIES** include the following. Other duties may be assigned.
- Under general supervision, troubleshoot IT issues (identify probable cause with hard facts and data, investigate resolution, determine root cause, and demonstrate success of solution), by following instructions, learning from senior Analysts and Developers, and collaborating with other support teams.
- Escalate more complex problems to next level.
- Utilize software release documentation, knowledge bases, and FAQs to aid in problem resolution.
- Respond with urgency to system failure situations and provide collaborative solutions to other analysts, developers, engineers, and support teams.
- Clearly document problem resolution thoroughly in support tools for future reference and team member training.

**QUALIFICATIONS**
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Experience using Microsoft Office Professional Series (Excel, Word, Access, PowerPoint and Outlook).
- Experience using incident management systems (such as Service Now), for incident, problem, and change management processes.
- Previous experience in Exploris /Weblink and Basic understanding of retail operational procedures preferred.
- Ability to troubleshoot IT issues as well as hardware issues for the equipment in the stores Understanding of accounts receivable and inventory management preferred but not required.
- Ability to integrate with a team, yet work independently to resolve technical problems.
- Experience handling multiple assignments and using prioritization skills in high-demand situations.
- Ability to communicate effectively with business users, technical staff and team members to reach solutions collaboratively, including the ability to present information and respond to questions from developers, engineers and customers.
- Ability to respond to off-hour emergencies and perform evening, weekend, and holiday work as necessary.
- Ability to work on weekends one or two weekends a month as well as on call during the evenings every other month.

**EDUCATION and/or EXPERIENCE**

1-3 years’ experience; or equivalent combination of education and experience.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care

Schedule:

- Monday to Friday
- Weekend availability

Work Location: In person

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