Job Title

Distribution Center (DC) Support Technician Role: To support the Hardware, Microsoft Applications, Telephone and Warehouse Management Systems of the Distribution Centre. Key Support Areas: Supply chain applications support (WMS/LM/SAP) Hardware support (Talkmans, handhelds, truck mounts, wireless access devices, IP camera components, label printers, computer room equipment) Desk side support for Microsoft office, applications, and mobility devices Telephone (VOIP) Support Escalation of issues to other departments when necessary to ensure timely service and support Vendor management and coordination as required Knowledge base updates for team members and National Support Centre to reference Communications to client''s staff and management on an ongoing regular basis. Responsibilities: Provide support and troubleshoot local WMS system, ensuring that incidents are corrected within the allotted SLA timeframe. Be the subject matter expert services for questions about the normal operation of the WMS system Provide support for all printer technologies within the DC. Provide Telephone support and assist with VOIP issues Provide first level IP camera troubleshooting and application support Coordinate change windows with DC management to implement changes or upgrades to internal facility systems. Maintain the Isotrac equipment and managing the returns and repairs process. Maintain the RF equipment and managing the returns and repairs process. Ensure of account entitlements / account management. Assist in the process of user acceptance testing (UAT) as required. Manage desktop repairs, replacements, and upgrades Coordinate incidents between support teams on widespread issues impacting the WMS system Document all incidents and Service Requests in ServiceNow. Coordinate approved vendor installation and repairs Perform proactive communications with DC staff and management on all issues, changes and improvements to technology and applications. Participate in the creation of SOPs and process to improve DC performance Training of DC staff when new technology or software is introduced Provide after hours on call support when scheduled to do so Provide Computer room maintenance. Escort vendors for UPS/AC/electrical maintenance tasks Responsible for keeping the IT room save and clean Requirements: 2 - 3 years related experience within a service-based industry Must possess strong customer service attitude and interpersonal skills Must possess excellent written and verbal communication skills Must be able comfortable in a grocery distribution centre environment Must be available and willing to work overtime Must be flexible to adjust work schedules and shifts 24/7, and may consist of rotating stand-by, on call and call-backs to provide assistance after hours, as required. Must be willing and able to travel to customer sites on short notice over extended periods of time Technical Skills: Must possess strong warehouse management system experience Must be familiar with RF devices and printers used in a distribution environment Must possess great PC troubleshooting knowledge, for both hardware and software Education: College Degree in the field of Information Technology preferred, but will consider applicants with equivalent work-related experience Possession of an A+ certificate would be considered an asset