Job Description
We are seeking a skilled and versatile IT Support Engineer – Desktop who has a passion for both customer service and technical support. The ideal candidate will have a proven track record in practical hardware and software troubleshooting. This role involves providing IT support services to users at our Head Office, Distribution Centers, and Divisional Offices, both remotely and in-person.

The candidate must be comfortable working independently and as part of a team, with the ability to interact with business users at all levels. Strong research skills, the ability to stay calm under pressure, and a willingness to learn are essential in this fast-paced environment. The role requires excellent communication skills, both verbal and written, for telephonic and email support, and the ability to log service requests and incidents using the CA system.

The IT Support Engineer will need to have strong troubleshooting skills, especially with desktop computers, Bluetooth and Android scanners, and label printers. This position also involves several labour-intensive tasks, and flexibility will be important when these tasks arise.

Key Responsibilities

• Engage and interact with customers via email, telephone, or in person.

• Troubleshoot and resolve hardware and software-related technical issues, including printers and scanner problems.

• Effectively resolve user queries and provide relevant feedback in a timely manner.

• Log all service requests reported via web, email, or telephone into the CA Logging System.

• Be proactive in IT security and collaborate with supporting teams to address critical issues promptly.

• Support and set up computer desktop equipment in meeting rooms on a daily basis.

• Image and set up desktop computers for new users.

• Move desktop computers during the day and after hours as required.

• Assist in other distribution center areas when needed.

• Analyze and report on problem areas and proactively work on solutions.

Qualifications and Experience

• Relevant IT tertiary qualification.

• Relevant technology courses (MCSE and A+ certifications are advantageous).

• 3-5 years of IT End User Support experience.

• Experience in a retail warehouse/distribution center environment is beneficial.

• Knowledge of distribution center process flow, setup, and network understanding.

• Own transport and a valid driver’s license.

Competencies

• Proficient in Microsoft Desktop Operating Systems (Windows 7, Windows 10, Windows 11).

• Experience with MS Office versions (Office 2010, 2016, 2019, Office 365).

• Hands-on experience with hardware such as Android scanners and label printers.

• Strong troubleshooting skills for computer hardware and software.

• Experience with computer desktop imaging.

• Effective management of IT hardware and IT environment.

Essential Competencies

• Exposure to relevant IT infrastructure technologies such as Windows 7, 10, and 11.

• Sound troubleshooting skills on both hardware and software levels.

• Experience with retail distribution center and warehouse IT technologies.

Advantageous Competencies
(Please list additional competencies if needed.)