Store and Corporate Support Specialist

: 1221293

**Who we are**

As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable, and passionate, and who enjoy finding solutions.
If that’s you, let’s work, learn, and grow together.

**We are building an inclusive and diverse team**

Staples Canada is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

**Some of what you will do**

The Support Specialist is responsible for managing the resolution of problems in a timely manner which includes recognizing the underlying problem, performing troubleshooting, resolving or escalating problem calls, and following up with users to confirm proper resolution.
Support Services Analyst must also monitor vendor performance and escalate high priority problems and issues to the Team Leader and Second Level Team.

Be willing to work weekends, evenings, and day shifts.

**Specifically, You Will**
- Provides first level system support to all retail stores and home office users for Point-of-Sale systems, PC’s, AS400, telecommunication, Networks, RF scanners and other hardware.
- Interacts with Network Analysts, Application Specialists and Telecommunication Analysts to identify and resolve problems.
- Contribute ideas and observations to the Team Leader to improve the efficiency of the Support team in achieving phone and SLA thresholds.
- Accountable for troubleshooting and resolving client issues on both a proactive and reactive basis

**Some of what you need**
- Excellent communication and customer service skills a must.
- Excellent troubleshooting and diagnostic skills
- Bilingual in French would be an asset
- Working knowledge of PCs and Windows operating systems.
- Working knowledge of Active Directory, and DOS command line functionality.
- Experienced with remote access software (VPN, Microsoft Terminal Services)
- Experience with ServiceNow Call Tracking database
- Takes initiative, seeking opportunities for change, growth and improvement
- Ability to adapt to rapid changes in procedures and processes in a dynamic environment.
- Knowledge of AS400 technical support would be an asset
- Knowledge of Citrix Network Topology
- Ability to work with Excel is an asset
- 1-2 years of help desk or equivalent experience.
- Staples Store Experience is an asset.
- Degree or Diploma in Computer Networking or related discipline
- A+, Network +, CCENT, or MCP Certification an asset

**Additional information**
- Office Environment, moving or lifting PC’s, other computer devices
- Possession of a personal vehicle is considered an asset

**Vaccine Requirement**

Staples is committed to taking every reasonable precaution to protect our associates, our customers, and the communities we operate in. To support the health and safety of our associates, COVID-19 vaccination is an essential requirement of this position. As such, all offers of employment will be conditional upon either (i) proof of full COVID-19 vaccination or (ii) proof of need for accommodation under relevant human rights legislation, and Staples’s determination that the requested accommodation can be provided without undue hardship. You will be required to submit proof of full vaccination or proof of need for accommodation during our background screening process.

**Job** Facilities

**Location(s)** CA-ON-Richmond Hill

**Schedule** Part-time

**Employment Statement