Job Description

Company Description

At Sleep Country Canada/Dormez-vous?, we are passionate about all things sleep. We are a proud Canadian brand and sleep destination for all!
We want to help all Canadians get a better night's sleep.

We have an exciting opportunity for a Bilingual IT Support Analyst position. The Bilingual IT Support Analyst position will provide application and hardware support (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.

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

Qualifications

• Undergraduate/College degree in a related discipline (i.e.: Computer Science)
• Must have at least 2-5 years' hands on Support Desk experience, or a combination of the above
• Relevant Certifications (Network, Hardware, Software)
• 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
• Commitment to customer service, strong interpersonal and communication skills with ability to deal with issues in a professional and diplomatic manner
• Organized, solution-oriented and ability to work in a fast paced work environment with competing priorities
• Demonstrated continued technology training
• Must be fluently bilingual in French and English (both verbal and written)
• Ability to work modified work schedule when required for weekends and team coverage
• This position is hybrid

Additional Information

Why work for us:

• This is not just a job but a Career with opportunities for growth and advancement
• We provide full Medical & Dental Benefits and a Deferred Profit Sharing Program
• We offer Maternity/Parental Leave Top up Benefits
• We will invest in you and provide mentoring and development
• You will have access to our in-house learning platform that provides world class content of over 9,000 digital courses taught by industry experts in a variety of languages
• You can also take advantage of our Tuition Reimbursement Program (Professional AND Personal Development that even includes scuba diving classes!)
• We provide an Annual Wellness Credit for all our Associates! Any products and services that improve your health and well-being are eligible, whether that's health assessments, nutrition counselling, hiking shoes, a yoga outfit or fitness equipment!
• You are able to gain access to our Associate Discount Program where you will be able to enjoy some of the world's best sleep products
• We also offer a paid day off to Volunteer at your local charity of choice
• We are also proud to share that we are winners of:

• Canada's Most Admired Corporate Cultures
• Great Place to work
• Best Workplaces in Retail & Hospitality

Employment Equity
We recognize the importance of a diverse workforce and we therefore encourage applications from Aboriginal Peoples, women, members of a visible minority, and persons with a disability.