Information Technology Support Specialist – Tier 2

JD Sports is a sports‑fashion retail company with the incentive to inspire the emerging generation of globally minded consumers through a connection to the universal culture of sport, music and fashion. Established in 1981, the JD Group is a leading global omnichannel retailer of Sports, Fashion, and Outdoor brands. With our retail stores expanding and evolving all throughout Canada, The Group is continuously finding and developing talent that adds to the inclusive and diverse work culture.

JD continuously and successfully sets the global standard for retail experience best through the unique delivery of the world’s most authentic brands to the market. Our commitment to showcasing brands in a premium environment and stores remain a key part of the JD strategy.

The Tier 2 IT Support Specialist is responsible for providing advanced technical support and troubleshooting across the business, while acting as an escalation point for Tier 1 support issues. This role supports day‑to‑day IT operations, contributes to endpoint and identity management activities, and collaborates closely with internal teams to deliver reliable and efficient technical solutions across retail and corporate environments.

• Provide advanced technical support to internal stakeholders, ensuring the smooth operation of computers, network devices, printers, and business systems.
• Act as an escalation point for Tier 1 support issues and resolve more complex hardware, software, and network‑related incidents.
• Respond to service issues and requests in a timely and professional manner.
• Manage and prioritize support tickets to meet established service levels and operational time frames.
• Support VPN connectivity (P81) and remote access issues across the organization.
• Troubleshoot and support Microsoft applications, Windows operating systems, Microsoft Entra , and Microsoft Intune device and user management.
• Assist with user‑account administration, device provisioning, system access, hardware deployments, and software installations.
• Maintain and support IT infrastructure, including workstations, peripherals, and network equipment.
• Maintain the IT asset register and manage inventory of hardware and software assets.

• Support retail technology environments including Jesta POS systems, Shopify integrations, Zebra handheld devices, and Cisco Meraki store networks.
• Support store technology including kiosks, printers, and other in‑store systems.

• Review recurring high‑impact technical issues and perform root cause analysis (RCA).
• Collaborate with system owners to develop and maintain knowledge‑base documentation for long‑term resolution.
• Contribute to the system ownership model, including triaging, prioritizing, and developing specialized knowledge for assigned areas (store, office, or warehouse systems).

• Collaborate with the broader IT team on projects, upgrades, deployments, store openings, and ongoing operational initiatives.
• Build strong relationships with internal departments, vendors, and suppliers to ensure effective communication and service delivery.
• Create and maintain technical documentation, troubleshooting guides, and support procedures.
• Provide on‑call or after‑hours support as required.

• 2–3 years of experience in IT support, help desk, or technical support roles.
• Completion of a high‑school diploma or equivalent; post‑secondary education in information technology or a related field is preferred.
• Experience working with IT service‑management tools such as Jira Service Management.
• Strong troubleshooting skills across Windows operating systems, Microsoft 365 applications, hardware, and networking fundamentals.
• Experience supporting retail systems and hardware (POS systems, Zebra handheld devices, printers, store networks) in a multi‑site environment is highly preferred.
• Knowledge of Microsoft Entra  Active Directory user and group management is preferred.
• Familiarity with Microsoft Intune device management and endpoint administration is considered an asset.
• Strong customer‑service and communication skills with the ability to explain technical issues clearly.
• Ability to work independently and collaboratively within a team environment.
• Excellent organizational, multitasking, and prioritization skills.
• Flexible and adaptable with the ability to manage competing priorities effectively.

This role operates in a fast‑paced retail technology environment and requires a proactive, service‑oriented approach. The successful candidate will play an important role in ensuring the reliability and continuity of store operations across the Canadian retail network.