IT Support Technician Level 1 Analyst

About ALDO Group

The ALDO Group is an international company that has been creating and selling fashion footwear and accessories for over 50 years. With nearly 1,500 stores in over 100 countries, the organization stands out thanks to its two signature brands, ALDO and Boutique Spring, as well as being the primary partner of Sperry in North America. The company is also a well-known wholesaler and supplier within the industry, specializing in the design, supply, and distribution of shoes, handbags, and accessories. Its diverse portfolio includes major brands such as ROXY, Brooks Brothers, Ted Baker, Hunter, and G.H.BASS. The ALDO Group is headquartered in Montreal and also has international offices in Europe and Asia. For more information, visit www.aldogroup.com.

Enjoy recognition of value, flexible work options, on-site additional benefits, generous discounts, and the pride of being part of a brand that places people, the planet, and its partners at the heart of everything.

Overview

The IT Support Technician Level 1 Analyst provides first-line technical support by addressing common issues, supporting users, and escalating complex problems when necessary. The role includes basic troubleshooting related to hardware and software, documenting incidents, and ensuring timely resolution or escalation. The person interacts with users via phone, email, chat, and ticketing systems, providing clear communication and excellent customer service.

Responsibilities

• Provide assigned IT services using the JIRA Service Desk ticketing system for incidents and requests from ALDO headquarters associates.
• Meet or exceed established service level agreements for IT services related to incidents and requests.
• Maintain a high level of customer satisfaction in every interaction with associates, going beyond expectations to quickly resolve incidents or requests, while taking proactive actions when possible.
• Serve as the point of contact for users and interact with associates using approved tools (Teams, email, tickets, etc.) to provide first-level support for IT-related hardware and software issues.
• Escalate incidents to the IT Support Technician Level 2 Analyst, who will provide advanced-level support for IT-related incidents.
• Promote self-service and technical documentation, scripts, and automation solutions for recurring incidents or requests.
• Utilize troubleshooting skills and evaluate possible solutions for IT requests or issues as needed.
• Adhere to and promote standards related to technological hardware and software to maintain a simple, efficient, secure, and high-performing environment.
• Adopt strong cybersecurity practices. Identify cybersecurity, privacy, or compliance risks and collaborate with the cybersecurity team to resolve them promptly.
• Keep tickets and the queue up-to-date according to established standards to ensure quick resolution and user satisfaction.
• Participate in special projects.
• Demonstrate a rational and organized approach to work and identify opportunities for development.
• Follow service practices that meet the needs of associates and the company.
• Provide solutions to network and system issues, as well as detailed documentation.
• Conduct analyses, identify problems, and document issues.
• Consult user guides, the knowledge base, and other documents to search for and implement solutions.
• Provide VIP support to priority clients when needed.
• Be available for call support during designated periods.
• Stay informed about emerging technologies and industry trends to recommend and implement innovative solutions.
• Communicate with the team and senior personnel about potential issues, solutions, and improvements that can be made within the team or company related to technical needs.

Requirements

• Proficiency in French and English; the role involves communications with external stakeholders for whom English is the primary business language.
• 1 to 2 years of demonstrated experience in IT support technician, hardware and software support, basic network support, and mobile device support roles.
• Excellent problem-solving skills.
• Ability to use a computer and major software with confidence.
• Functional experience with Apple devices (macOS) as well as hardware and software support for iPhone/iPad (iOS).
• Ability to make sound judgments for quick decisions.
• Team spirit, ability to collaborate, share information, and have fun.
• Ability to follow instructions, write technical documents, and procedures.
• Ability to work in a multitasking environment.
• Analytical thinking skills.
• A Welcoming Work Environment

We strongly believe that the diversity of backgrounds, perspectives, and identities is an essential asset for the ALDO Group. We encourage applications from all walks of life and are committed to providing a safe, respectful, and equitable work environment where every individual can reach their full potential and make their mark.

*Note: The use of the masculine in this document is solely to lighten the text and applies without gender discrimination.* #LI-VB1