Distribution Center (DC) Support TechnicianRole: 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 devicesTelephone (VOIP) SupportEscalation of issues to other departments when necessary to ensure timely service and supportVendor management and coordination as requiredKnowledge base updates for team members and National Support Centre to referenceCommunications 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 systemProvide support for all printer technologies within the DC.Provide Telephone support and assist with VOIP issuesProvide first level IP camera troubleshooting and application supportCoordinate 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 upgradesCoordinate incidents between support teams on widespread issues impacting the WMS systemDocument all incidents and Service Requests in ServiceNow. Coordinate approved vendor installation and repairsPerform 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 performanceTraining of DC staff when new technology or software is introducedProvide after hours on call support when scheduled to do soProvide Computer room maintenance. Escort vendors for UPS/AC/electrical maintenance tasksResponsible for keeping the IT room save and cleanRequirements:2 - 3 years related experience within a service-based industryMust possess strong customer service attitude and interpersonal skillsMust possess excellent written and verbal communication skillsMust be able comfortable in a grocery distribution centre environmentMust be available and willing to work overtimeMust 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 timeTechnical Skills:Must possess strong warehouse management system experienceMust be familiar with RF devices and printers used in a distribution environmentMust possess great PC troubleshooting knowledge, for both hardware and softwareEducation:College Degree in the field of Information Technology preferred, but will consider applicants with equivalent work-related experiencePossession of an A+ certificate would be considered an asset
Job Title
Distribution Center (DC) Support Technician (East Gwillimbury)