Technical Support Analyst

TECHNICAL SUPPORT ANALYST

Parian Logistics provides corporate shared support services and third-party logistics to a group of affiliated Canadian retailers, including Urban Barn, Auld Phillips, Warehouse One, Ricki’s, Bootlegger, and cleo. Parian Logistics’ corporate support services include accounting and finance, logistics and distribution, digital marketing, customer service, information technology, real estate and store construction services.

The National Operations Support group is the front end of the IT Organization to all the employees across all banners of the retail companies. This team is critical to the successful operations of the business while providing a top-class customer experience. The National Operations Support Team is a highly collaborative group of individuals who possess the technical expertise and business context to delight our end-users.

The Technical Support Analyst will provide 1st and 2nd level support to all tickets assigned, while ensuring service level agreements are met, and delivering a high customer satisfaction.

What’s in it for you

• Hybrid work environment with the flexibility to work remotely
• Expand your closet with 50% off regular priced product across the retail brands we support: Warehouse One, Bootlegger, Ricki’s and Cleo
• Casual day - everyday! Our casual dress code allows you to be comfortable and feel your best at work!
• Growth Opportunities – access to unlimited e-learning, professional development reimbursement, ongoing training and development, career advancement opportunities
• Our corporate office, which we call our Service Office, is a modern workspace with lots of natural light, outdoor green space, collaborative meeting spaces, and sit/stand desks

What you’ll be a part of

• Provide first and second level Technical Support virtually and in person as needed, with a high level of customer service.
• Diagnose and troubleshoot end-user technical issues with a sense of urgency.
• Escalate complex problems to the appropriate team members for resolution.
• Complete tickets and documentation quickly and professionally on all customer support issues as per Service Level Agreements.
• Follow all standard operation procedures (SOP) through the effective use of the support software used by the team.
• Support PC’s, Laptops, Printers, Cell/Desk Phones, and any other technology supported by the Operations Support team.
• Installation and support of software as required.
• Maintain an accurate hardware inventory using the assigned system.
• Provide basic end-user training on log in, software, hardware, and internal security.
• Responsible for on-call support as needed.
• Contribute to a positive and energized team environment.

What you bring

• 1-3 years of working experience in an IT Service Desk environment.
• Relevant education in IT (Degree, Diploma, or Certification).
• Demonstrated capability to achieve results with a positive attitude under pressure in a fast-paced client driven environment.
• Strong customer service orientation.
• Effective prioritization and efficient use of time.
• High attention to detail and follows through on commitments.
• Demonstrated interest to learn and increase technical proficiency.
• Work collaboratively with people across the organization with a can-do attitude and a customer centric approach.
• Working knowledge of Windows operating systems, imaging PCs, networks, and network security concepts.
• Working knowledge of Microsoft Office application suite (O365).
• Working knowledge of Microsoft Active Directory.
• High level of analytical and cognitive skills to troubleshoot complex and technical problems.
• Basic knowledge of ITIL.
• Basic understanding of Service Desk metrics/Ticketing Systems/SLAs.
• Communicate effectively in English both written and verbally.

Ready to learn more? Submit your resume!

Our Values

Parian Logistics achieves excellence and delivers superior service to customers through teamwork, communication, and integrity while embodying our DC2 Values:

DO THE RIGHT THING. At Parian, doing the right thing matters. Its in the way we treat our customers, our coworkers, and our work in general. Doing the right thing is critical – from making sure we are working in a way that keeps everyone in our workplace safe to finding ways to support our community!

COLLABORATE ALWAYS. The strengths of many are always better than the strengths of a few. At Parian we leverage the talents, ideas, and strengths of everyone, from our co-workers to our client-partners. We work as a team and respect what each person brings to our organization.

DETERMINED TO DELIVER. At Parian we deliver product and we deliver results. Our clients rely on us because we come through for them. We are committed, reliable and we take ownership of our results.

COST CONSCIOUSNESS. We provide amazing value to our clients by providing great service with a price tag that supports their business goals. Being cost conscious is about making sensible decisions with our resources and innovating for optimization. All of our team members are encouraged and empowered to find ways to help us create more value for our customers.

Inclusivity Commitment

At Parian Logistics we are all about working together to make people feel great, feel welcomed, feel like they are able to be themselves and included. Inclusivity is in total alignment with our values and makes us all better. Parian Logistics and our team members are committed to ensuring all people feel welcomed in our office and that our differences are appreciated and celebrated.

Community Involvement

Our partner brands are involved in many charitable initiatives, and we join them in supporting their amazing partner charities! The United Way, Make-A-Wish Canada, Canadian Women’s Foundation and Breast Cancer Canada are organizations we enthusiastically support. In Winnipeg, our warehouse operations have a commitment to breaking down barriers to employment and work with supportive agencies to create meaningful work for people with disabilities, newcomers to Canada and those historically underserved.

Parian Logistics is an equal opportunity employer. If chosen to participate in the selection process, accommodations are available upon request. We will consult with the applicant to provide or arrange suitable accommodation in a manner that takes into account the applicant’s accessibility needs.

Parian Logistics sincerely appreciates all expressed interest; however only those candidates qualifying for interviews will be contacted.

#CSP

Job Types: Full-time, Permanent

Salary: From $47,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Store discount
• Tuition reimbursement
• Vision care
• Wellness program
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Winnipeg, MB R3T 1N6: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Winnipeg, MB R3T 1N6