Technical Support Analyst (TSA) – Systems

Preferred Experience

  1. Excellent in verbal and written communications (over the phone, electronically and/or in-person). Provides service excellent to banner associates, vendors, business partners seeking help with utmost professionalism and enthusiasm
  2. Understanding of business workflow and requirements in a retail, 24x7x365 distribution, and warehouse environment. Demonstrate extensive understanding of various IT support plans to provide end-to-end IT support to the organization.
  3. Must have operating knowledge on Microsoft Windows operating system, advanced level of Office applications and various browser-based application for basic daily support needs.
  4. Proficient in IT operational flowcharts, development workflows, integration of IT systems and network diagrams
  5. Solid understanding of Software Development Life Cycle (SDLC), Change Management, IT security standards, best practices, and policies
  6. In-depth understanding of ITSM (Information Technology Service Management)
  7. Analytical thinking and provide solution to complex IT problems by research; Able to articulate, demonstrate and reproduce technical problems for escalation purposes.
  8. Demonstrate ability to work under pressure, self-motivate, providing leadership in a fast-paced environment
  9. Project management and planning skills

Working Knowledge and Qualifications Requirements (Must Have – Minimum 2 years)

  1. Applicants must demonstrate high level of communications and understanding of user experiencing difficulties in multi-systems retail oriented computing environment. Documenting problems in an analytical, technical manner to assist troubleshooting and work towards proper resolution.
  2. Producing lucid organization announcement on planned IT maintenance; Reporting IT outage; Compile and report periodic status updates; Update system bulletin.
  3. Supporting Microsoft Windows Active Directory (Multiple domains forest environment); Provide password reset and basic user administration functions.
  4. Supporting Microsoft Windows professional and IBM AIX UNIX Operating Systems
  5. Supporting legacy software i.e. Internet Explorer 11 and Java technology
  6. Working experience of BMC Footprints version 12; Create, track and managing tickets; Create aging reports on open tickets; Troubleshooting and resolving problem through connecting to customer’s system via remote access; Remote push and install prepared software packages.
  7. Working experience of Nagios – Network & Server Monitoring software; Understand the operational components of IT systems and overall IT services. Provides monitoring and alerting according to Nagios network statuses.
  8. Working experience of Cisco Finesse and IP communicator; Understand of VoIP technology, call management, call queues and agent management.
  9. Working experience of SOTI MobiControl version 14; In-depth knowledge on Mobile Device Management; Deploying prepack software package and IT support via remote access.
  10. Working experience of Sophos Central; Understanding of organizational threats and risks. Monitoring alerts and logs from IT endpoints.
  11. Working experience of Cisco Unity version 8.6; Operational knowledge on Cisco enterprise VoIP platform; Reset password and initialize voice mailbox.
  12. Working experience of Desjardins PINPADs and Tender Retail MCM server version 4; Provide priority retail and sales operation support. Fundamental understanding of PINPAD operations and all required network connectivity; Locating terminal ID; Initialize PINPAD and various PINPAD related troubleshooting.


  1. Be a part of Service Desk team and report to Service Desk Manager. Report to onsite work at IT Service Desk office according to monthly team member work schedule.
  2. Perform IT Service Desk “Opening” and “Closing” routines, provide official organizational support to all LFL banners on the using the above-mentioned software and technologies.
  3. Compile various IT service desk operational reporting
  4. Provide supervision and training to new members joining the team
  5. Required documentation on IT department wiki intranet site
  6. Other duties as assigned
  7. Comfortable working Day/Night shift, including weekends and off hours on-call support.