IT Operations Technician

Job title: IT Operations Technician

Job description: Req Id: 338637

The Source is Canada’s largest tech retailer, and every day we come into work excited to share cool tech and amazing brands with our fellow Canadians. From your local shopping centre to cool music festivals, we are where Canadians live, work and play.

Every day our Associates across the country help Canadians find the tech they want and need. The Source is a great place to work and we are committed to your development through best in class training programs that help you do your best. Behind our in-store Associates is a supporting team of professionals who curate our product assortment, ensure on-time deliveries, create engaging marketing campaigns and help keep our systems running at peak capacity.

We are passionate about what we do and look for individuals with their own passion, curiosity and genuine helpfulness to join us!

The Systems Support & Service Desk Operator is responsible for first line support for The Source’s user community and retail stores. Operational function include management of backups, managing enterprise storage, assisting with server readiness and implementation into a production environment, monitoring and assisting with resolutions for scheduled batch processing, monitoring and assisting with resolutions for Source Corporate and Retail workstations and servers. Activation of mobile devices used by corporate and store associates. Maximizing the efficiency and value of IT Operations support services driving user productivity via best-in-class availability of services and systems.

Duty/ Responsability

• Provide first level support of all production applications, desktops and network issues reported through the Service Desk via phone, email or ticketing system. Maintain records including problem documentation and actions taken to resolve. Follow-up with second level support as to progress of help desk tickets assigned. Connects with users to close tickets that have been resolved.
• Proactive monitoring of systems, servers and environmental equipment to provide continual service to all locations. Interpret messages from system software or applications program and perform required actions; keep a detailed log of all activities.
• Monitoring of all scheduled processing, checking for errors and ensuring automated tasks have completed without issues and information is delivered to the business on time. Reporting any anomalies to the IT Team. Leads actions for immediate resolution to maintain “SLA’s” with the business.
• Perform business critical system backups of data and application across all platforms. Check for errors and audit backup logs to ensure that all platforms are successfully being backed up. Ensuring that media is sent offsite for contingency. Perform system and file recovery in adherence with documented guidelines and procedures. Assist in contingency planning and testing recovery of systems.
• Perform server and preventative maintenance tasks such as Antivirus upgrades, patching of systems, upgrading software and other operational task as per approved procedures.
• Work with Infrastructure and Business Applications Teams as required in problem determination on servers and application errors and ensuring an efficient resolution of them.
• Independently carry out job run functions according to schedules with a very high degree of accuracy, efficiency and confidentiality. Provide daily status to informative feedback to the business and IT management team regarding abnormalities to scheduled tasks or procedures.
• Setup and activation of mobile devices using BES/UEM for corporate and retail users.
• Maintain security and confidentiality of business information and data maintained by Information Technology.
• Follow published policies related to health and safety rules specific to the workplace as provided by senior management. Promote health and safety within the workplace. Report any potential problems or unsafe situations to supervisors and/or senior management.

Skills and Abilities:

• Problem Solving: Proven ability to solve complex problems via face-to-face, phone or email. Be able to come to sound conclusions.
• Customer Service: Proven effective customer service and communication (oral and written) skills are essential; ability to remain calm during crisis situation.
• Technical learning: Desire to keep up on current technologies. Quick learner.
• Organization Skills: Be able to handle multiple tasks and prioritize.
• Self-Starter: Ability to be proactive and take initiative when necessary.
• Scripting (Powershell for example) knowledge would be an asset.

Education and Experience:

• College/ University degree or equivalent
• One plus year experience in a similar role.

#corp #corpo

Position Type: Management
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Job Location: Canada : Ontario : Barrie

Flexible work profile: Mobile
Application Deadline: 11/30/2021

Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.

As Canada’s favourite tech retailer you have the opportunity to work close to home – and we’re also proud to offer a competitive compensation package that includes an extensive recognition and rewards program, career development opportunities, multi-faceted training programs, competitive medical and dental benefits, charity and volunteer opportunities and of course, associate discounts!

The Source celebrates and embraces diversity as part of our culture. We strive to be an inclusive, equitable and accessible environment that supports both our internal and external customers, ensuring everyone feels valued and respected. Accommodations are available on request for all candidates taking part in any aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or to make arrangements.

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