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Careers

DC Support Technician

Distribution Center (DC) Support Technician

Role: 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 devices
  • Telephone (VOIP) Support
  • Escalation of issues to other departments when necessary to ensure timely service and support
  • Vendor management and coordination as required
  • Knowledge base updates for team members and National Support Centre to reference
  • Communications to Loblaw 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 system
  • Provide support for all printer technologies within the DC.
  • Provide Telephone support and assist with VOIP issues
  • Provide first level IP camera troubleshooting and application support
  • Coordinate 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 upgrades
  • Coordinate incidents between support teams on widespread issues impacting the WMS system
  • Document all incidents and Service Requests in Remedy.
  • Coordinate approved vendor installation and repairs
  • Perform proactive communications with DC staff and management on all issues, changes and improvements to technology and applications.
  • Participate in the creation of SOP’s and process to improve DC performance
  • Training of DC staff when new technology or software is introduced
  • Provide after hours on call support when scheduled to do so
  • Provide Computer room maintenance. Escort vendors for UPS/AC/electrical maintenance tasks
  • Responsible for keeping the IT room save and clean

Requirements:

  • 2 – 3 years related experience within a service-based industry
  • Must possess strong customer service attitude and interpersonal skills
  • Must possess excellent written and verbal communication skills
  • Must be able comfortable in a grocery distribution centre environment
  • Must be available and willing to work overtime
  • Must 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 time

Technical Skills:

  • Must possess strong warehouse management system experience
  • Must be familiar with RF devices and printers used in a distribution environment
  • Must possess great PC troubleshooting knowledge, for both hardware and software

Education:

  • College Degree in the field of Information Technology preferred, but will consider applicants with equivalent work-related experience
  • Possession of an A+ certificate would be considered an asset

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