Help Desk Agent

**About us**

Sonepar Canada is an independent, family-owned company that is a global market leader in B2B distribution of electrical, industrial and security products and related solutions. We are proud to be part of the Sonepar Group, the world's largest private electricity distributor. In Canada, we are represented by 7 locally managed electricity and industrial distributors and have over 114 locations with coverage in all 9 provinces.
- **What's in it for you?**_
- You'll join a market leader with over 40 years of experience to help you elevate your potential.
- You will work for the world's No. 1 private distributor of electrical products and related solutions.
- A chance to get involved in the growing electrical industry.
- We host the largest inventory to better serve our customers and meet our sales commitments.
- A career development opportunity in many commercial departments within our organization.

**Position Scope**:
**Responsibilities**:

- **General Support and Tasks**: Sonepar IT Helpdesk Agent is responsible for providing software/technical support and assistance. They interact with customers over the phone or in person to resolve computer issues related to software and hardware issues.
- **Troubleshoot customer issues**: IT help desk agents also resolve issues that customers encounter on technical solutions used by the company that require guidance. They provide reliable and quality customer service to the caller associate.
- **Ticket documentation**: The IT help desk must thoroughly document the real-time actions taken to execute service/incident related tickets with a high level of detail and clarity.
- **Documentation**: The IT Help Desk Agent must thoroughly document/update existing procedures related to the support area covered by the Sonepar Help Desk team.
- **After Hours Support**: Sonepar Support operates 24 hours a day, 365 days a week. After-hours support is provided by a help desk agent on a rotational basis, approximately every six weeks. The after-hours support assignment is weekly, from Monday evenings at 6:00 p.m. EST to Monday mornings at 6:30 a.m. EST. Support outside office hours is carried out remotely (from home), the necessary equipment is provided (laptop, cellular, mobile Internet, headset). One bonus is offered per week of assistance outside office hours.

**Requirements**:

- 1-3+ years of experience in information technology with service and support computer hardware and software
- Bilingual, spoken and written (French/English)
- Experience in IT support
- Knowledge of networking and telephone companies
- Knowledge of the Windows 10 D/S environment
- Knowledge of the Office 365 suite, teams, a reader, etc.
- Knowledge of IOS, Android, MacOS devices
- Basic Active Directory Knowledge
- Knowledge / experience with the use of the ticketing system, IVANTI is a plus.
- Knowledge/experience with SX ERP and TWL WMS is a plus.
- May be available for office shifts from 6:30 and 9:00. (Rotation)
- Ready to make a rotation support outside of working hours
- Serious commitment for at least 2 years.

**Benefits**:

- We offer a competitive salary, as well as a comprehensive benefits package, including:

- Flexible benefits program that allows you to choose from the options that best suit your needs and those of your dependents. Benefit options include: medical, dental, vision, health expense account and RRSP matching.
- Employee Assistance Program, tuition reimbursement, employee discounts and career path.
- Regardless of your benefits plan, you will receive life insurance paid for by the company and disability paid for by employees.

**Social Media**:
Check out Sonepar Canada on Facebook

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

**Benefits**:

- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday
- Overtime
- Weekend availability

Supplemental pay types:

- Bonus pay
- Overtime pay

Work Location: In person