Job Description

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.

We\'re looking for a Bilingual IT Support Analyst to join our growing company and play a key role in our customer experience by ensuring each purchase ends in a smile!



In this role you will provide application and hardware support (French and English) for user based information systems and business environment. 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

The Qualifications and Experience we like to see:

• 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

Additional Information

Why work for us:

• This is not a job but a CAREER with opportunities for growth and advancement
• Diverse and inclusive work environment
• 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
• Full medical, dental benefits and a Deferred Profit Sharing Program
• 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!
• Associate Discount Program where you will be able to enjoy some of the world\'s best sleep products
• Maternity/Parental leave top up benefits
• Tuition Reimbursement Program that covers professional AND personal development
• Long service awards, celebrations and other social events
• Associate Referral Program
• Paid day off to volunteer at your local charity of choice
• Recognized as one of Canada\'s Most Admired Corporate Cultures in 2022 by Waterstone Human Capital

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 .

Sleep Country