Technical Support Analyst - Level 1

Location:

Montreal, Quebec, CA, H4N 2B3

About the ALDO Group

Specializing in stylish and accessible footwear, handbags, and accessories, the ALDO Group has been around for more than 50 years. With over 1,500 stores in more than 100 countries, we operate under two signature brands, ALDO and Call It Spring, and we are the core footwear partner for Sperry in North America. The ALDO Group is also an industry-recognized wholesale licensed partner, specializing in the design, sourcing, and distribution of fashion footwear, handbags, and accessories. Our diverse portfolio includes household brands such as ROXY, Brooks Brothers, Ted Baker, Hunter, and G.H.BASS. In addition to our head office in Montreal, the ALDO Group maintains international offices in Europe and Asia. For more information, visit www.aldogroup.com.

Enjoy meaningful recognition, flexible work options, great on‑site perks, generous discounts, and the pride of being part of a brand that leads with people, the planet, and its partners at heart.

Overview

The IT Technical Support Analyst Level 1 delivers first‑line technical assistance by handling routine issues, supporting end‑users, and escalating complex problems when necessary. The role includes troubleshooting basic hardware and software concerns, documenting incidents, and ensuring timely resolution or escalation. The technician interacts with users via phone, email, chat, and ticketing systems, providing clear communication and strong customer service.

Responsibilities

Deliver IT services assigned through the JIRA Service Desk ticketing system for incidents and requests for the ALDO HO Associates.
Meet or exceed established service level agreements for IT service delivery for incidents and requests.
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.
Act as the point of contact for users and interact with associates using approved tools (teams, email, ticket, etc) to provide entry support for IT incidents regarding technical issues related to hardware and software.
Escalate incidents to Level 2 Technical Support Analyst who will provide senior level support for IT related incidents.
Enable self-service, technical documentation, scripts and automation solutions for repeated incidents or requests.
Provide troubleshooting skills and evaluate possible solutions for requests or IT related issues when needed.
Adhere to and promote standards related to technology hardware and software to maintain an environment that is simple, efficient, secure, and performant.
Adhere to strong cybersecurity practices. Identify and work with the Cybersecurity team to quickly resolve any risks related to cybersecurity, privacy, or compliance.
Maintain tickets and queue up to date following the standards provided to quickly ensure resolution on end user satisfaction.
Participate in special projects.
Demonstrate a rational and organized approach to work and identify development opportunities.
Follow service practices that meet associates and company needs.
To provide solutions for network and system-related issues and detailed documentation.
To perform analysis and determine problems and document these issues.
Consult user guides, knowledge base and other documents to research and implement solutions.
Provide VIP support to high-priority clients as needed.
Be available for on-call support during designated times.
Stay updated with emerging technologies and industry trends to recommend and implement innovative solutions.
Communicate with team and seniors about potential issues, solutions and improvements that can be done within the team/company related to technical needs.

Requirements

Fluent in French and English; role involves communication with external stakeholders where English is the primary business language
1-2 years of demonstrated experience in IT Technical Support roles / hardware & software support / basic network support mobile device support.
Excellent problem-solving skills.
Able to use a computer and the main software packages confidently.
Functional experience with Apple devices (macOS) and iPhone/iPad (iOS) hardware and software support.
Ability to use your own judgement to make quick decisions.
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.
Analytical thinking skills

Building a culture of belonging

We firmly believe that the diversity of backgrounds, perspectives, and identities is a fundamental strength of the ALDO Group. We welcome applications from all backgrounds and are committed to providing a safe, respectful, and equitable work environment where everyone can reach their full potential and find their fit.

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