Support Analyst

Freson Bros., an Alberta-owned and operated fresh food retail chain, is currently looking for a Support Analyst to join our team based in the Operations Office in Stony Plain, Alberta.

Qualifications:

• Excellent verbal and written communication skills

• The ability to multitask and work in a fast-paced environment

• Understanding of networking protocols, including troubleshooting for connectivity

• Active Directory experience; creating accounts, group policy, and group management

• Experience working with multiple ISPs, Firewalls, and EDR/MDR

• The ability to understand enterprise networks, configuration, and its impact on the organization

• Strong interpersonal, organizational, and project management skills

• A degree, diploma, or certificate in one of the following disciplines is an asset: computer science, computer networking, computer security

• 1-3 years of support experience, with retail software, is an asset

• Ability to travel

The Role & Responsibilities:

• Provide frontline technical support to end users

  • Answer technical questions and requests, complete follow-up until resolution

  • Create and update user accounts in multiple systems

  • Triage and prioritize support requests for other teams

  • Document incident responses

• Create and maintain documentation

  • Document solutions provided

  • Track software and hardware licenses

  • Create FAQs, knowledge base articles, and other self-help end-user documentation

• Deploy hardware and software

  • Install computer hardware such as desktops, laptops, peripherals, and printers

  • Install updates and patches

  • Support hardware rollout to store locations, including firewalls, tills, access points, scales, etc.

• Participate in the evaluation, recommendation, and selection of network, security, and IT tools and software

• Stay current with technology trends

• Reports to the IT Director

Most importantly, the willingness and enthusiasm for continuous learning and development.

Position Details:

• Position Type: Full-Time

• Work Environment:  100% In-Office, Stony Plain

• Salary Range: $50 000 - $60 000 per annum 

If you’re the Support Analyst we are looking for, we invite you to submit your resume with a cover letter about what piqued your interest in this role at Freson Bros.

Freson Bros. Perks:

• Group Benefits plan available for all Full-Time Team Members

• Team Member Discount Program

• Team Member Discounted Lunch Program

• Endless professional development and training opportunities

• Company endorsed continued Education Programs