Technical Support Analyst

Some of what you will do:

The Bilingual Senior Technical Support Analyst is responsible for managing the resolution of escalations in a timely manner that includes providing mentorship and guidance to the Technical Support Agents. This individual will be responsible for taking more complex cases, recognizing the underlying problem, performing troubleshooting, resolving problem calls, and following up with users to confirm proper resolution. This individual will 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. Also, be required to be available via pager for afterhours support on a four-week rotational basis.

Specifically, You Will:

• Support level one agents to resolve complex issues.

• Provides second level system support to all retail stores and home office users from escalations of Technical support Agents.

• Create, modify, and maintain knowledge articles to minimize recurring technical issues and improve first-call resolution.

• Have a good understanding of Staples environment and equipment. Working with Point-of-Sale systems, PC’s, AS400, telecommunication, Networks, RF scanners and other hardware.

• Collaborates cross-functionally with Network Analysts, Application Specialists, and Telecommunication teams to diagnose and resolve technical issues efficiently.

• Contribute ideas and observations to the Sr. Manager of Service Delivery and Technical Support Team Lead in order to improve the efficiency of the Support team in achieving KPIs. 

• 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.

• 2-3 years of working at the Staples Canada Support Centre or equivalent experience. 

• Staples Store Experience is an asset.

Physical demands/working conditions:

• Office environment 

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.