Junior IT Support Analyst

**JUNIOR IT SUPPORT ANALYST**
The **JUNIOR IT SUPPORT SPECIALIST** is an important member of the Information Technology Team and is based in our Toronto Head Office. This role reports to the Director, Information Technology or designate and will be responsible for providing store level IT support across North America and the United Kingdom as well as liaising with Operations department staff. After-hours support is required on occasion but usually can be provided remotely.

This is a permanent full-time position. We provide a competitive salary, comprehensive health, and dental benefits.
**COMPENSATON**: $50,000 to $60,000 annually

**OBJECTIVE**:
The Jr. IT Support Specialist provides first and second level support, and testing of new enhancements for, our ERP software. The Jr. IT Support Specialist is responsible for managing Cloud-based Ticketing of ERP software issues. Also, the Jr. IT Support Specialist provides Level One support and troubleshooting of end user hardware issues.

**DELIVERABLES | KEY RESPONSIBILITIES INCLUDE**:

- Deliver precise, accurate and user-friendly first and second level support for our ERP system to users
- Day-to-day responsibility for managing the Cloud-based Ticketing System with ERP related tickets, ensuring appropriate delegation, escalation and oversight.
- Develop and maintain positive end user relations, coordinating with various functional groups within the company to ensure customer requests are handled in a timely, accurate and appropriately manner
- Provide timely resolution of problems or escalate issues on behalf of the users to ensure high service levels are met and maintained
- Provide after-hours support as necessary to resolve critical support issues
- Analyze and troubleshoot problems remotely as necessary
- Work with the IT team and business teams to maximize system up time and fast response to support cases
- Support Metal Supermarkets’ Vision, Mission and Core Values
- Duties may be added or reassigned from time to time

**QUALIFICATIONS | EXPERIENCE**:

- Post-secondary education in information technology.
- Good understanding of DNS, VPN, VLAN and Monitoring tools.
- Entry-level experience and configuration skills with Router/Switches or any other networking devices.
- VoIP and Video systems experience is an asset.
- Strong written and oral communication and personal interaction skills, including ability to converse knowledgeably with both experts and first-time users.
- A responsive, proactive and customer driven ideology with help desk experience.
- Team player who can juggle multiple responsibilities and meet demanding timelines.
- Strong creative capabilities.
- Exceptional planning and organizational abilities.
- Highly self-motivated, works well independently and displays a high degree of accountability

**WHAT ARE WE LOOKING FOR? THE RIGHT FIT**
POSITIVE INTERACTIVE / PEOPLE SKILLS - People friendly and emotionally intelligent
THINKS “YES” BEFORE “NO” - Positive attitude and solutions driven
MOTIVATION & ENTHUSIASM - Love to work in a fast-paced environment
ATTENTION TO DETAIL - Meticulous. You understand details make a difference
ORGANIZATIONAL SKILLS - With multiple business units, you are able to stay organized, working quickly and efficiently.
TIME MANAGEMENT SKILLS - Multiple requests and deadlines. You know how to keep on schedule
PROBLEM SOLVING ABILITIES - Confidence with troubleshooting, investigating and providing solutions
ADAPTABILITY - Flexibility to respond to a variety of situations and requests

DISCRETION/CONFIDENTIALITY - Trustworthy to be discreet and ensure confidentiality

**ABOUT METAL SUPERMARKETS**

Location: 5399 Eglinton Avenue West, Toronto, Ontario M9C 5K6

**Salary**: $50,000.00-$60,000.00 per year