Technical Support Analyst

• Respond to, track and report team member’s break/fix, service and access requests in a timely manner.
• Install, configure and provide 2nd tier support for team member technology devices, tools and software solutions in both corporate and remote operational locations.
• Build and maintain all Windows desktop images according to industry best practices.
• Automate the deployment of images and applications.
• Configure and support workstations in a Windows networked environment.
• Configure and support printers in a Windows networked environment.
• Configure and support industrial handheld devices.
• Support VoIP Telephony and Video Conferencing.
• Install hardware and networking equipment.
• Participate in the commissioning of the technology infrastructure for corporate office location and new operational locations for Stores, warehouses and retread plants.
• Manage and administer team member devices and productivity-related technology solutions such as telephony systems, printing / scanning / faxing systems and video conferencing systems.
• Establish and maintain close working relationships with vendors and service providers
• Adhere to the established processes and procedures within the IS Department.
• Requirement to participate in after hours on call rotation.

• Participate in the planning of IS-related activities and tasks related to new Kal Tire operational locations.
• Initiate and direct the capacity planning and development of long-term strategies for team member hardware, software and productivity solutions.
• Work closely with team members from other IS Departments and contractors to ensure installations, upgrades or other changes occur in a coordinated and efficient manner.
• Lead projects when requested, including defining project requirements, project plan, task lists, milestones and phases.
• Own project progress by tracking activity, publishing progress reports and taking action when required to resolve problems.

• Create, update and maintain reference documentation relevant to each location’s IS configuration for use during future changes or technical support activities.
• Maintain clear and detailed documentation for all core responsibilities and associated technologies.
• Keep abreast of technical and industry developments.
• Provide leadership and mentorship to team members.
• Prepare and deliver informative, well-organized presentations and communications.

• Minimum 2 years’ experience providing technical support in a domain environment.
• Experience supporting Windows Operating systems.
• Experience with Software and Operating System Deployment, Computer hardware support, Software support, Thin Clients, Industrial Windows Mobile Devices.
• Experience with VoIP telephony systems, TCP/IP-based networks, Switch and router configuration and troubleshooting, and Networked, medium to high volume printers.
• Experience with Remote Support Software, Call Tracking Software, ITIL, Mobile Device Management, Application Virtualization, and Active Directory.

• Strong verbal communication and active listening skills.
• Strong troubleshooting skills.
• Creative, innovative thinking, leadership, and solid presentation skills.
• Skilled in liaising with teams to coordinate activities of business, technical and vendor stakeholders.
• Working knowledge of business applications and technology standards in an enterprise environment.

• Post-secondary graduate with a degree, diploma or certificate in computer science or equivalent combination of education, training and experience.

• Travel to Kal Tire locations.
• Evening and occasional weekend work may be required.
• Valid BC driver’s license.

• The target compensation for this role is $67,090-$77,110 per year based on experience.
• We offer a clear path for career advancement with wage increases along the way.
• Comprehensive medical and dental benefits.
• Employee Assistance Program.
• A group RRSP/DPSP matching program.
• Discount on tires and mechanical services.
• Positive work culture, opportunities for growth and development, and work-life balance.
• Opportunities for professional development, such as training programs, mentorship, and tuition reimbursement.

Kal Tire