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Operation IT Support

Toronto, Ontario  - Permanent

Job Description

The Specialist, IT Support is responsible for the installation, configuration, and ongoing Home Office and Store support for PC/laptop/Apple hardware/POS software and related devices.


· Customer Satisfaction: Provide outstanding services and support to our customers to ensure a joyful experience every time. Measurement: 100%

· Incident tickets: All Cherwell ticket must be acknowledged and resolved within the set SLA. Measurement: 95%;

· Support retail store IT initiatives within budget and schedule



· Provide timely intermediate to advance hardware and software support for both Home Office and Stores end users

· Assist remote users with installation, configuration, and support of POS, desktop, and laptops.

· Responsible for supporting and provisioning IT-related issues in stores and Home Office.

· Prepare and maintain all department documentation, which includes inventory and asset management

· Perform troubleshooting to determine and resolve the root cause of all hardware/software issues

· Provide technical support remotely including over the phone, through email & IM.

· Occasional on-site support at stores in the surrounding area.

· Perform moves, adds, and changes for IT equipment when required

· Responsible for all IT hardware staging and builds for Retail Projects

· Setup of new users’ desktops and/or laptops

· Receive, stage, and ship computer equipment for remote retail locations

· Manage and deploy the roll-out of all hardware refreshes/upgrades when required

· Ensure all incidents are properly logged and resolved within Cherwell as per the predetermined OLA’s and SLA’s

· Make hardware and software recommendations (Technology Road Maps)

· Assist Desktop Architect with planning, testing, and roll-out of large-scale projects

· Provide end-user support for all mobile devices

· Manage all IT vendors that are working on behalf of IT; this includes, but is not limited to

· ensuring communicated timelines and schedules are being met

· ensuring the vendor pricing is controlled, and

· ensuring that the vendors are performing to expectations

· Support the execution of projects on an as needed basis

· Adhere to IT-Security standards regarding confidential information and secure procedures.

· Availability to support processes or be on call outside normal business hours, including weekends, evenings, and holidays

· Support the execution of projects on an as needed basis

· Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes

· Proactively identify and anticipate customer expectations and needs

· Embrace and seek out technology that creates high tech and high touch solutions for customers

· Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them


· Collaborate with others to drive flexible and iterative solutions, quickly and easily

· Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself

· Help others see the impacts of their efforts and proactively engage other functions to get input

· Encourage others to freely share their point of view and be open to feedback

Must Have Skills:


Work Experience / Education / Certifications

· University or College degree in Computing Science or related field

· Minimum of 3 years’ experience with an IT support position in a retail environment

· Minimum 2 years supporting retail environment, >30 stores.

· Minimum 1 year supporting POS systems.

· A+ Certification is required

· Basic knowledge of networking technologies.

· Must haves include:

o Windows XP/7/10

o Microsoft Office Suite

o Office 365

o Active Directory

Starting: ASAP
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