Technical Support Analyst (Level II)

WE'RE ON A JOURNEY TO CREATE A WORLD OF LOVE, CONFIDENCE AND BELONGING

The ALDO Group has been on this journey for over 50 years. We believe that our passionate associates are at the heart of our success, and that with them we will lead into our future with kindness.

The ALDO Group is committed to diversity and inclusion, not only now, but for the long term. We strongly encourage people who are Aboriginal, racialized, have disabilities, come from gender and sexually diverse communities and/or have intersectional identities to apply for employment with us. At ALDO Group, we will always strive to take steps to create a diverse and inclusive work environment that promotes equal opportunity and accountability.#FindYourFit

Find Your Fit

• Recognition programs to showcase your talent!
• To be part of a company that takes a stand on issues affecting people, the environment, and our partners
• Purchase discount on merchandise sold in all our divisions.
• Family & Friends events with discounts on our products
• Gourmet Cafeteria & Coffee shop
• Subsidized public transportation and free parking
• On-campus gym with access to a trainer
• Flex schedules and telecommuting
• Attractive total compensation!

The IT Technical Support Analyst is responsible for providing timely and effective support for IT-related issues and requests from Head Office (HO) and Store associates. This role focuses on resolving complex tickets escalated from Level 1 support through the IT Service Management tool.

In addition to troubleshooting, the analyst will contribute to Head Office and store projects, ensuring all tasks are completed within established service levels and deliver a high level of customer satisfaction. Occasionally, this position will act as the client-facing representative for IT support, maintaining strong communication and service standards.

Responsibilities

• Deliver IT services assigned through the JIRA Service Desk ticketing system for incidents and request for the ALDO Associates
• Properly diagnose issues and provide resolution options
• Log issues and document actions taken to resolve incidents, issues, or request
• Provide technical assistance to HO employees via phone, chat or in-person
• Meet or exceed established service level agreements for IT service delivery for incidents and requests
• Escalate and collaborate with appropriate IT teams or partners to resolve issues
• Maintain a high-level of customer satisfaction with each associate interaction going over and above to resolve the incidents or requests in a timely manner but also performing proactive activities when possible.
• Maintain documentation for processes, procedures, and troubleshooting guides to ensure consistency and knowledge sharing.
• Training, coach, and mentor Level I Technical Support Analyst for them to achieve a high-level of first contact resolution to reduce the number of tickets escalated to Level II support.
• Enable self-service, technical documentation, scripts and automation solutions for repeat incidents or requests.
• Provide troubleshooting skills and evaluate possible solutions to requests or IT related issues when needed.
• Strive to analyze, understand, and resolve issues as independently as possible to avoid ticket bounce and deflection
• Adhere to and promote standards related to technology hardware and software to maintain an environment that is simple, efficient, secure, and performance
• Identify and work with the Secularity team to quickly resolve any risks related to cybersecurity, privacy, or compliance.
• Raise ticket trends to seniors and/or management for addition to backlogs items requiring higher-level support
• Stay updated with emerging technologies and industry trends to recommend and implement innovative solutions
• Recognize ticket trends and build solutions to reduce Level I workloads.
• Support HO campus IT equipment and technology used for collaboration such as televisions, video cameras, collaboration hubs, projectors, phones, and other audio-video related equipment.
• Provide VIP support to high-priority clients as needed.
• Be available for on-call support during designated times.
• Participate in special projects.

Requirements

• 3-5 years of demonstrated experience in IT Technical Support roles / hardware & software support / basic network support mobile device support.
• Excellent problem-solving skills.
• Team player, able to collaborate, exchange information and have fun.
• Ability to follow instructions, write technical documents, and procedures.
• Ability to work in a multi-tasking environment.
• Ability to work outside of operational hours for on-call support during designated times
• This position requires fluency (written/spoken) in both French and English as it involves communication with clients and stakeholders across Canada, including provinces where English is the primary language of business.