Technical Support Agent (Part-time), Richmond Hill

Job Description The Support Specialist is responsible for managing the resolution of problems in a timely manner, including recognizing the underlying problem, performing troubleshooting, resolving or escalating calls, and following up with users to confirm proper resolution.

Responsibilities

Manage resolution of problems, including recognizing the underlying problem, performing troubleshooting, and following up with users to confirm proper resolution.

Monitor vendor performance and escalated high-priority problems to the Team Leader and Second Level Team.

Provide first-level system support to all retail stores and home office users for Point-of-Sale systems, PCs, AS400, telecommunications, networks, RF scanners, and other hardware.

Interact with Network Analysts, Application Specialists, and Telecommunication Analysts to identify and resolve problems.

Contribute ideas and observations to the Team Leader to improve the efficiency of the Support team in achieving phone and SLA thresholds.

Accountable for troubleshooting and resolving client issues on both a proactive and reactive basis.

Qualifications

Degree or Diploma in Computer Networking or related discipline.

A+ , Network+, CCENT, or MCP Certification an asset.

Bilingual in French and English.

Working knowledge of PCs and Windows operating systems.

Working knowledge of Active Directory and DOS command-line functionality.

Solid understanding of IP architecture protocols (TCP/IP, DNS, WINS) and how they are applied to client/server applications.

Proficient with support tools (PC Anywhere, Citrix), imaging tools and common software applications (Office 365, Adobe, SAV).

Experience with remote access software (VPN, Microsoft Terminal Services).

Experience with ServiceNow Call Tracking database.

Knowledge of AS400 technical support would be an asset.

Knowledge of Citrix Network Topology.

Candidate must have a valid driver’s license.

1-2 years of help desk or equivalent experience.

Staples Store Experience is an asset.

Benefits

Associate discount

Health and Dental benefits

RRSP/DPSP

Performance bonuses

Learning&Development programs

Physical Demands / Working Conditions Office environment– Hybrid in Richmond Hill, subject to the hybrid policy.

#MakeAnImpact We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.

About Us At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together.

Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

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