Technical Support Agent-Bilingual; EN​/FR

Technical Support Agent-Bilingual (EN/FR) Job Description

Some of what you will do: The Technical Support Agent 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. Technical Support Agent must also monitor vendor performance and escalate high priority problems and issues to the Team Leader and Second Level Team.

Require experience and understanding of the I.S. environment including supporting end-users for PC or server applications and hardware. 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:

• Degree or Diploma in Computer Networking or related discipline.
• A+, Network +, CCENT, or MCP Certification an asset.
• 1-2 years of help desk or equivalent experience.
• Staples Store Experience is an asset.
• 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.
• Solid understanding of IP architecture protocols (TCP/IP, DNS, WINS) and how they are applied to client/server applications.
• Proficient with support tools (PC Anywhere, Citrix), imaging tools and common software applications (Office 365, Adobe, SAV).
• Experienced with remote access software (VPN, Microsoft Terminal Services).
• Experience with Service Now 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.
• Candidate must have valid driver’s license.

Some of what you will get:

• Associate discount.
• Health and Dental benefits.
• RRSP/DPSP.
• Performance bonuses.
• Learning & Development programs.
• And more...

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.

About the Team At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together.
We are building an inclusive and diverse team Staples Canada is continuously working towards 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.

• Job Identification 59713
• Job Category Technology, E-Commerce & Data Science
• Locations 6 Staples Ave, Richmond Hill, ON, L4B 4W3, CA