IT Store Support Technician

WHO YOU ARE:

Reporting to the Service Desk Lead, the IT Store Support Technician will play a key role on our IT team, acting as the first point of contact to support IT operations for Ardene stores. You will be critical in ensuring the quality of the service provided while improving network efficiency and fostering its growth. Your responsibilities will include, but are not limited to:

• Providing IT support, as a first point of contact for store employees;
• Receiving and responding to requests (in person, by phone, e-mail or through internal ticketing systems),
• Resolving and prioritizing urgent store-impacting issues (e.g., POS downtime), monitoring progress, and ensuring resolution in line with operational service levels;
• Identifying issues impacting POS systems, handheld devices, payment terminals, store printers, and store Wi-Fi, finding timely solutions, and escalating when required;
• Escalating technically complex cases to the appropriate members of the IT team;
• Performing tasks related to the configuration, installation, operation, and troubleshooting of POS registers, debit/credit terminals, back-store computers, printers, handheld inventory devices, digital signage, and store communication systems;
• Providing store associates with basic troubleshooting guidance and training on store technology systems, POS functions, and operational tools;
• Maintaining clear documentation of recurring store-level issues and solutions to support knowledge sharing within the district/region;
• Participating in testing and documenting new technical features when required;
• Monitoring the creation of user accounts and accesses to the IT systems such as POS, inventory platforms, and company communication portals;
• Managing all computer equipment and systems (monitoring, repairs, warranties, contact with suppliers);
• Perform regular performance audits of servers, databases, and security logs;
• Respond to performance, availability, and security issues on real-time servers;
• Document recurring maintenance activities;
• Configure, optimize, and activate/rollout new systems according to specific requirements;
• Help architect infrastructure expansion to fit a rapidly changing environment;
• Plan & rollout software updates;
• Other tasks and projects as assigned.

WHAT YOU’LL NEED:

• Post-secondary education in a relevant field of study; technical certification an asset;
• Two years of customer service in a support position (helpdesk, technical call centre or equivalent) within a fairly complex environment considered an asset;
• Technical knowledge of Windows OS, OSX , LAN/WAN, and Office business applications
• Web applications, networks, protocols, and email (SMTP, POP3) knowledge
• Working knowledge and experience with documentation, data & reporting tools including Excel
• Strong time management skills
• Natural propensity for customer service, demonstrated ability to “multi-task” effectively in a fast- paced, technical environment and a clear aptitude for problem solving;
• Excellent spoken and written communication (English and French)
• Sharp analytical skills as well as strong organizational abilities;
• Strong sense of teamwork
• Ability to work in-office in Laval