IT Support Technician Level 2

Join a diverse and talented team
For years now, we’ve been designing lingerie and swimwear for everyday living. Why do we do what we do? Because we want women around the world to look and feel their best Join our dynamic team to start a stimulating professional career in a committed and constantly evolving environment.
We’re a proudly local company with more than 4,600 employees and more than 287 stores across Canada and in 19 countries around the globe (100 stores).
Exclusive job perks
- 50% discount on all products;
- Flexible hours;
- Hybrid work from home schedule (head office);
- Opportunities for advancement within the company;
- Being part of a family-owned business committed to the community;
- Performance bonuses (in-store sales or management position);
- Recognition program for years of service;
- Innovation program to encourage idea sharing;
- Referral bonus ;
- Dayforce Wallet (pay on demand: you’ll be able to access a portion of your pay as soon as your shift ends).

**For full-time employees**:

- Group insurance plan;
- Three (3) to five (5) paid personal days (depending on the position);
- Minimum of 2% employer contribution to your RRSP.

Purpose of the role
Key responsibilities
- Provide software, hardware and operational support to employees and stores and manage incidents;
- Provide support to the Level 1 team during escalation of incidents;
- Participate in store opening processes and coordinate activities with various suppliers;
- Configure and install workstations, printers, software and other components and peripherals according to service levels;
- Participate in various IT projects related to store, head office and distribution center operations;
- Document interventions in a ServiceNow ticketing center system;
- Draft documentation of departmental procedures, policies and processes;
- Contribute to the maintenance of good practices in IT security (Antivirus (Defender), Networking, Windows Update);
- Maintain the inventory of computer hardware/software up to date;
- Perform and monitor the operational tasks of store sales;
- Keep your skills up to date in your sector of activity;
- Participate in all other activities related to the IT department.

**Profile**:

- Stress Management and Prioritization: You stay calm under pressure and handle priorities like a pro. Challenges are opportunities for you to shine and find effective solutions.
- Communication and Team Spirit: Your clear communication and listening skills make you an exceptional team player. Your enthusiasm and collaborative spirit make every project more rewarding.
- Enjoyment of Fast-Paced Work: You thrive in a dynamic, fast-paced environment where you can quickly adapt to changes and maintain a high level of performance.
- Attention to Detail and Listening: Your attention to detail is impressive, and you are always attentive, ready to understand needs and expectations to deliver quality work.
- Positive and Dynamic Attitude: Your contagious energy and motivation turn every challenge into an exciting opportunity. You approach every task with a smile and a proactive attitude.

**Requirements**:

- College diploma or equivalent related to the field;
- Minimum of 5 years of relevant experience in IT - asset in retail sales;
- Bilingual, French and English (The person will have to support users across Canada);
- Be available on call 24/7 on a rotating schedule with other team members (1 week out of 6);
- Knowledge of Windows environments (Desktop and Server) with Active Directory (Azure);
- Knowledge of office automation tools (Microsoft Office, Adobe);
- Knowledge of operational processes and software in stores;
- Knowledge of the MAC environment and tools a strong asset;
- Knowledge of network protocols, network management systems and LAN and WAN methods;
- Knowledge of Operations Management Practices (ITIL) - An asset.