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L2 It Support Analyst

Company

Specsavers
Address Mississauga, Ontario, Canada
Employment type FULL_TIME
Salary
Category Retail Apparel and Fashion,Retail,Hospitals and Health Care
Expires 2023-08-26
Posted at 9 months ago
Job Description

Main Purpose of the Team

The Technology team provides the IT services that help our business run and grow by giving our store and support office colleagues the tools and equipment that enable them to be great at what they do, which is to help our customers.


The Role

Reporting to the IT Support Manager, the IT Support Analyst will be the first point of contact for all IT incidents and requests from retail stores and our Support Office users, providing a high level of customer service remotely and in-person. As we are a fast-growing company in Canada, this role will also have exposure to ongoing projects across Retail, Clinical, Supply chain and our Support Office.


Key Responsibilities

  • Set up new user accounts and assist with onboarding
  • Contribute to the continual service improvement of our IT support services as we grow
  • Collaborate with internal teams and 3rd party vendors to troubleshoot and resolve Incidents
  • Troubleshoot network issues and escalate effectively where required
  • Provide remote support to our Retail colleagues and partners
  • Utilize ServiceNow to log, update and resolve support tickets
  • Provide desktop and user support at the Mississauga Support Office location


Required Skills, Ability and Experience

  • A passion for providing excellent customer service
  • 2 years experience in a Support Analyst role
  • Previous experience providing both remote and desktop support
  • Strong communications skills, both written and verbal
  • Experience with: Windows 10, Office 365, Azure Active Directory, Computer Hardware (Laptops, Desktops, Monitors & Peripherals), Mobile Device Management, Basic Network Troubleshooting, Basic Application Troubleshooting
  • Ability to work a regular weekend shift


Additional Skills, Ability and Experience

  • Administering users and phonelines through RingCentral
  • Troubleshooting or configuring Cisco Meraki equipment
  • Retail-specific Hardware, Software and Support processes
  • Clinical software troubleshooting, and understanding of optometry equipment
  • Configuring devices and profiles in JAMF