Bilingual IT Support Specialist

19 hours ago

PointeClaire, Quebec, Canada Sleep Country Full time
Job Title: Bilingual IT Support Analyst

We are seeking a highly skilled and bilingual IT Support Analyst to join our team at Sleep Country Canada/Dormez-vous?. As a key member of our IT department, you will provide technical support to our associates and customers, ensuring seamless operations and exceptional customer experience.

Key Responsibilities:
  • Provide application and hardware support in French and English for user-based information systems and business environments.
  • Coordinate and collaborate with System Administrators, IT team members, project teams, and business units to ensure availability and reliability of corporate information systems and networked equipment.
  • Ensure all networked systems are proactively supported, managed, and maintained according to established service level agreements.
  • Provide technical support to associates through telephone and email in a courteous manner, and record all activities in Service Desk software.
  • Follow-up with team members and associates to ensure timely resolution of call tickets.
  • Plan, configure, test, and install new equipment, including PCs, printers, and barcode guns/printers.
  • Administer add, move, and change requests from end-users, including new communication line installations as required in stores, distribution centers, and regional offices.
  • Identify and resolve system issues to maintain services, enhance capabilities, and prevent system outages.
  • Report system problems to appropriate technical staff and confer with them to resolve issues.
  • Troubleshoot and resolve operational issues for end-users and assist with end-user questions and inquiries.
  • Cross-train with other Support Analysts to ensure standardized configurations, quality, and consistent support.
Requirements:
  • Undergraduate/College degree in a related discipline (Computer Science).
  • At least 2-5 years' hands-on Support Desk experience, or a combination of the above.
  • Relevant certifications (Network, Hardware, Software).
  • Microsoft environment using Windows server technologies, Exchange server, Windows 10, Office 2021.
  • Experience with CISCO, IBM p-series AIX/Unidata application (STORIS), Oracle XStore would be an asset but not required.
  • Commitment to customer service, strong interpersonal and communication skills with ability to deal with issues in a professional and diplomatic manner.
  • Organized, solution-oriented, and ability to work in a fast-paced work environment with competing priorities.
  • Demonstrated continued technology training.
  • Fluently bilingual in French and English (both verbal and written).
About Sleep Country Canada/Dormez-vous?

Sleep Country is Canada's leading specialty sleep retailer with a purpose to transform lives by awakening Canadians to the power of sleep. We operate under the retailer banners; Sleep Country, Dormez-vous, the rest, Endy, Hush, Silk & Snow, and most recently acquired, Casper Canada. We have omnichannel and ecommerce operations including over 300 corporate-owned stores and 18 distribution centers warehouses across Canada. Recognized as one of Canada's Most Admired Corporate Cultures in 2023 by Waterstone Human Capital, Sleep Country is committed to building a company culture of inclusion and diversity where differences are embraced and valued. We actively invest in our sleep ecosystem, innovative products, world-class customer experience, communities, and our people.

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