Store and Corporate Support Specialist

Website Staples

Job Description:

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.

Job Responsibilities:

  • Interacts with Network Analysts, Application Specialists and Telecommunication Analysts to identify and resolve problems.
  • 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.
  • 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

Job Requirements:

  • Excellent communication and customer service skills a must.
  • Knowledge of Citrix Network Topology
  • Knowledge of AS400 technical support would be an asset
  • Degree or Diploma in Computer Networking or related discipline
  • Experienced with remote access software (VPN, Microsoft Terminal Services)
  • Staples Store Experience is an asset.
  • Working knowledge of PCs and Windows operating systems.
  • Experience with ServiceNow Call Tracking database
  • Candidate must have valid driver’s license
  • Ability to work with Excel is an asset
  • A+, Network +, CCENT, or MCP Certification an asset
  • Bilingual in French would be an asset
  • Ability to adapt to rapid changes in procedures and processes in a dynamic environment.
  • Takes initiative, seeking opportunities for change, growth and improvement
  • Solid understanding of IP architecture protocols (TCP/IP, DNS, WINS) and how they are applied to client/server applications.
  • 1-2 years of help desk or equivalent experience.
  • Excellent troubleshooting and diagnostic skills
  • Proficient with support tools (PC Anywhere, Citrix), imaging tools and common software applications, (Office 365, Adobe, SAV)
  • Working knowledge of Active Directory, and DOS command line functionality.

Job Details:

Company: Staples

Job Category: Retail

Vacancy Type: Part Time

Job Location: Richmond Hill, Ontario, CA

Application Deadline: N/A

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