Technical Support Agent

The Technical Support Agent is responsible for managing the resolution of problems in a timely manner, providing first-level system support to retail stores and home office users, and contributing to the efficiency of the Support team.

Requirements

• Excellent communication and customer service skills
• Excellent troubleshooting and diagnostic skills
• Bilingual in French (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)
• 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 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 (asset)
• Knowledge of Citrix Network Topology
• Ability to work with Excel (asset)
• Valid driver's license

Benefits

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