Sleep Country Canada is hiring a
Bilingual IT Support Analyst

Summary

Join our growing company as a Bilingual IT Support Analyst to play a key role in our customer experience by ensuring each purchase ends in a smile! This is a 12-month contract position with possibility of extension. The successful candidate will provide application and hardware support, solve complex technical issues, and maintain all networked systems.

Requirements

• Undergraduate/College degree in a related discipline (i.e.: Computer Science)
• Must have 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
• Must be fluently bilingual in French and English (both verbal and written)

Responsibilities

• Coordinate and collaborate with System Administrators, IT team members, project teams, information system teams, business units, to ensure availability and reliability of corporate information systems, and networked equipment to meet business needs
• Ensure all networked systems are proactively supported, managed and maintained according to established service level agreements
• Provide technical support to all Associates (stores, distribution centres, corporate offices), during regular business through both telephone and e-mail in a courteous manner, and record all activities in Service Desk software
• Follow-up with team members and Associates to ensure the timely resolution of call tickets
• Plan, configure, test and install new equipment (ie. PC's, Printers, Bar Code guns/Printers)
• Administer add, move and change requests from end users including new communication line installations as required in stores, DC's and Regional Office
• Identify and resolve system issues in order 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 in order to ensure standardized configurations, quality and consistent support

Benefits

• Full medical, dental benefits
• Deferred Profit Sharing Program
• Annual Wellness Credit of up to $250.00 for any products/services that improve your health and well-being
• Associate Discount Program where you will be able to enjoy some of the world’s best sleep products
• Maternity/Parental leave top up benefits
• Tuition Reimbursement Program that covers professional AND personal development
• Long service awards, celebrations and other social events
• Associate Referral Program
• Paid day off to volunteer at your local charity of choice