IT Support Associate

Jobinhalt

Company Description

Canada Goose isn’t like anything else. We’ve built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. At Canada Goose, you’re part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they’re yours for the taking.

Job Description

Job Purpose:

The IT Support Associate will provide first level support for all end-user systems within Canada Goose’s global infrastructure. Provide support in various IT areas including (but not limited to): end-user support, phone/voicemail administration, Retail operation and special projects as needed.

Key Responsibilities:

• Provide 1st & 2nd level support via the IT Support and Retail Queue for Windows, MacOS and POS Systems incl. printers, scanners, conference rooms and mobile devices (phone, email, and in-person)
• Record, track and escalate incidents via our ticketing system
• Configure and image workstations, laptops, POS and other computing equipment as required
• Set up new user accounts and configure required hardware
• Configure/support printers, copiers, IP Phones and various other peripheral devices
• Coordinate with IT team on issues requiring escalation
• Assist in special projects as required and perform other duties as required
• Provide exceptional service to all departments using available resources while meeting set SLA’s
• Document technical procedures for new technologies as well as update/maintain existing technical documentation
• Develop knowledge on Microsoft Dynamics Finance & Operations and all other enterprise applications
• Provide clear and thorough end user documentation as well as application support documents to include in the company’s knowledge base
• Follow existing standards and processes in fulfilling all duties and responsibilities
• Communicate Service Issues to internal and external stakeholders on a timely basis
  
  

Experience, Education and Designations:

• Bachelor’s Degree in Computer Science, Information Technology, Accounting, Business Operations, a related field, or an equivalent combination of education, training and experience preferred (IT preferred)
  
  

Experience in:

• Hardware (desktop/laptop) troubleshooting; Microsoft Windows and Office troubleshooting
• 2+ years of supporting a corporate, technology-based environment with servers, workstations, IP phones and network (firewalls, switches, APs)
• 1+ year of supporting Retail systems (POS, mPOS, printers, scanners)
• Desktop imaging and deployment technologies, backup/restoring end-user systems
• Mobile device management platform (MDM)
• Creating and managing User Accounts
• VPN and remote user connectivity
• Demonstrated experience enforcing standards policies and procedures
• Knowledge of Windows based networking and support techniques
• Knowledge of General IT infrastructure (Active Directory, Hardware, Software, Office365, SSO, etc.)
• Knowledge of the ITIL framework, Sarbanes-Oxley (SOX) and related support processes
• 1+ years of supporting enterprise applications
• Experience in troubleshooting enterprise applications
  
  

Knowledge, Skills and Attributes:

• Attention to detail and committed to a high degree of accuracy
• Possess excellent time management skills and the ability to prioritize tasks based on severity
• Ability to support end users using different methodologies (phone, in person, web)
• Knowledge of Windows based networking and support techniques
• Knowledge of IT infrastructure (AD, Hardware, Software, Office365, etc.)
• Knowledge of the ITIL framework and related support processes
• Understands the importance of good customer service skills
• Strong verbal and written skills, and the ability to work courteously and effectively with all end users
• Creativity and demonstrated ability working in a fast-paced environment with a high degree of change and ambiguity is critical
• Can easily make the needed connections between systems, processes, and individuals to facilitate change
• Ability to multitask and work efficiently under pressure
• A team player who builds strong relationships based on trust and integrity
• Embrace continuous improvement by proposing new and/or better ways of doing things
• Egoless nature, continuous learner, passionate and determined
• Follows through consistently on work commitments
• Experience in the Microsoft technology stack
• Experience supporting applications in a Discrete Manufacturing or Retail vertical
• Understanding of end-user needs and requirements
• Exceptional attention to detail and committed to a high degree of accuracy
• Ability to work efficiently under pressure and effectively multi-task
  
  

Working Conditions:

• Usually work regular business hours, but may require evenings and weekends to complete projects or maintenance on systems
• Work in offices, manufacturing facilities, environmentally controlled server rooms
• May require travel to local or international sites, conferences and/or seminars
• Lifting items up to 22 pounds may be routinely required
• On Call Support
• Provide after hours and/or weekend or holiday support (unscheduled support), as business needs arise