Bilingual It Support Analyst - 6 Month Contract (Hybrid)

Company Description

At Sleep Country Canada/Dormez-vous? (SCC/DV), we are inspired every day through our purpose to transform lives by awakening Canadians to the power of sleep and our vision to champion sleep as the key to healthier and happier lives, helping everyone achieve better tomorrows through better tonight’s.

Guided by our values – We CARE About People; We WIN Together; We DREAM Big and We DELIVER with Excellence – we are building on our 28-year foundation of taking care of each other and our customers’ sleep needs, with passion and commitment to be the best that we can be. We invest in our sleep ecosystem, innovative products, world-class customer experience, our communities and diverse best-in-class team to be Canada’s leading sleep partner.

Location: 7920 Airport Road, Brampton, ON;

Schedule: Mon-Fri, 9:00 am - 5:00 pm; 2 days on site, 3 days remote

We have an exciting opportunity for a Bilingual IT Support Analyst - 6 month contract position (with possibility of extension). The Bilingual IT Support Analyst position will provide application and hardware support, in French and English, for user based information systems and business environment. In this role you will be charged with solving complex technical issues, proactively managing and documenting IT support procedures, evaluating new technologies to improve user services and end user computing services, while maintaining all networked systems, policies, security, and procedures.

In this role you will:

• Coordinate and collaborate with System Administrators, IT team members, project teams, information system teams, business units, to ensure availability and reliability of corporate information systems, and networked equipment to meet business needs
• Follow-up with team members and Associates to ensure the timely resolution of call tickets
• Provide technical support to all Associates (stores, distribution centres, corporate offices), during regular business through both telephone and e-mail in a courteous manner, and record all activities in Service Desk software
• Troubleshoot and resolve operational issues for end-users and assist with end-user questions and inquiries
• Identify and resolve system issues in order to maintain services, enhance capabilities, and prevent system outages
• Other administrative duties as assigned
• Plan, configure, test and install new equipment (ie. PC's, Printers, Bar Code guns/Printers)
• Ensure all networked systems are proactively supported, managed and maintained according to established service level agreements
• Report system problems to appropriate technical staff and confer with them to resolve issues
• Cross train with other Support Analysts in order to ensure standardized configurations, quality and consistent support
• Administer add, move and change requests from end users including new communication line installations as required in stores, DC's and Regional Office

Qualifications

The Qualifications and Experience we like to see:

• Must have at least 2-5 years’ hands on Support Desk experience, or a combination of the above
• Must be fluently bilingual in French and English (both verbal and written)
• Organized, solution-oriented and ability to work in a fast paced work environment with competing priorities
• Commitment to customer service, strong interpersonal and communication skills with ability to deal with issues in a professional and diplomatic manner
• Demonstrated continued technology training
• Microsoft environment using Windows server technologies, Exchange server, Windows 10, Office 2016
• Experience with CISCO, IBM p-series AIX/Unidata application (STORIS), Oracle XStore would be an asset but not required
• Undergraduate/College degree in a related discipline (i.e.: Computer Science)
• Relevant Certifications (Network, Hardware, Software)

Additional Information

Why members of our Corporate team love working at Sleep Country Canada/Dormez-vous?:

• We will invest in you and provide extensive training, mentoring and continuous development
• Access to our in-house learning platform with over 16,000 digital courses taught by industry experts in a variety of languages
• Recognized as one of Canada’s Most Admired Corporate Cultures in 2022 by Waterstone Human Capital
• Associate Referral Program
• Maternity/Parental leave top up benefits
• Associate Discount Program where you will be able to enjoy some of the world’s best sleep products
• Paid day off to volunteer at your local charity of choice
• Diverse and inclusive work environment
• This is not a job but a CAREER with opportunities for growth and advancement
• Tuition Reimbursement Program that covers professional AND personal development
• Annual Wellness Credit for any products/services that improve your health and well-being, ie., health assessments, nutrition counselling, hiking shoes, a yoga outfit or fitness equipment!
• Long service awards, celebrations and other social events
• Full medical, dental benefits and a Deferred Profit Sharing Program

Commitment to Equity, Diversity, Inclusion & Belonging (EDI&B)

At SCC/DV, we are committed to building a company culture of inclusion and diversity where differences are embraced and valued, this allows us to better understand and meet the needs of our customers and the communities we serve. We want to ensure every job applicant is treated fairly and with respect regarding race, national or ethnic origin, religion, age, gender, sexual orientation, or disability.

About Sleep Country Canada/Dormez-vous?

Sleep Country is Canada’s leading specialty sleep retailer with a purpose to transform lives by awakening Canadians to the power of sleep. Sleep Country Canada operates under the retailer banners; Sleep Country, Dormez-vous, Endy, Hush and most recently acquired, Silk & Snow. The Company has omnichannel and ecommerce operations including 289 corporate-owned stores and 20 distribution centers warehouses across Canada. Recognized as one of Canada’s Most Admired Corporate Cultures in 2022 by Waterstone Human Capital, Sleep Country is committed to building a company culture of inclusion and diversity where differences are embraced and valued. The Company actively invests in its sleep ecosystem, innovative products, world-class customer experience, communities and its people. For more information about Sleep Country, please visit www.sleepcountry.ca.