Description
Job Objective:
- Provides staging, technical and application support for the Store point-of-sale hardware and software environment.
- Creates technical and user documentation.
- Performs several operational tasks to ensure timely processing of POS transactions between Store point-of-sale and Head Office.
- Performs POS related hardware and software installation.
- Collaborates with vendors, internal IT team and field operations.
Job Dimensions:
- This position provides direct support to over 131 stores in Canada, 7 days a week and after business hours support.
- As POS Implementation support for the Store POS hardware, must prioritize and escalate service calls to the hardware maintenance service provider to ensure timely response and restoration of store hardware problems.
- As 1st level support for the Store point-of-sale software that are used in the Field or by the Store, must prioritize and escalate service calls to the appropriate 3rd level support team and 4th level support team to ensure timely response and restoration.
- Decisions made by this position can result in extended outages affecting customer service and store operations.
- Performs duties in a manner to ensure achievement of service level commitments required to meet business goals and objectives.
- Manage the delivery all updates and application patches thru application support tools during the Implementation.
Principal Accountabilities:
- Canadian POS support.
- Escalate issues to appropriate departments.
- Onsite implementation support for stores and platform move/adds and changes during the deployment.
- On call support (evenings and weekends) for Canadian Stores.
- POS related hardware asset management tracking for Canadian Stores during the deployment.
Knowledge, skills and experience:
- Bachelor's Degree from an accredited college or university in a technical field
- 5 years of overall experience in relevant roles and to handle IT Projects and User Training.
- Mandatory job experience in retail POS IT projects.
- Professional skill in Windows environment for enterprise level projects
- Proficiency in Microsoft Suite of products, particularly in Outlook, Excel, Word
- Ability to communicate effectively and build rapport with team members and clients.
- Adhere to company standards, policy and procedure.
- Willing to work overtime, weekend and holidays as requested.
- Willing to work with a wide variety of cultures.
- Willing to be contactable on an on-call basis after-hours by mobile phone.
- Willing to travel locally and overseas for projects sites in different locations.
- Professional telephone techniques for problem determination and resolutions.
- Requires strong multitasking and problem-solving skills.
- Ability to work with various levels of store staff/management levels.
- Excellent communication skills.
- Bilingual is an asset. (French)
Context and environment:
- Fast paced Retail environment contributes to high levels of stress, particularly when stores cannot service our customers.
- A high degree of precision and accuracy are required to ensure that time and money are not wasted in getting to a problem resolution.
- Ability to lift and maneuver large and heavy store POS components.
Key factors to succeed:
- Enthusiastic, high energy level with a can-do attitude.
- Exhibits excellent customer service sensitivities, demonstrates a sense of urgency in response to business issues. Thorough, ensures all aspects of the task and quality of work is completed to the satisfaction of the customer .
- Visible demonstration ownership and accountability for quality of services delivered by IT.
- Good communications - keeps management and stakeholders informed.
- Performance driven, the ability to meet deadlines and deliver on commitments.
- Curiosity to analyze issues and desire to acquire increasing knowledge of how to apply technology more effectively.
- Willingness to travel.
Work Relationship:
Internal:
- HO management and staff
- Store Operations (Canada) - Store Associates, General Managers, and Assistant General Managers
- 3rd Level Head Office Service Desk
- 4th Level Store Systems
External:
CompuCom (1st and 2nd Level Service Desk)
FreedomPay (Payment Gateway and Payment Software Provider
Essintials (Pinpad holder storage facility)