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 Loblaw 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 distribution centre.
Provide Telephone support and assist with VoIP issues
Provide first level IP camera troubleshooting and application support
Coordinate change windows with distribution centre 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 distribution centre staff and management on all issues, changes and improvements to technology and applications.
Participate in the creation of SOP’s and process to improve distribution centre performance
Training of distribution centre 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
Distribution Center (DC) Support Analyst • Cornwall, Ontario, Canada
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