Business Technology Support Specialist, Level II

Job title: Business Technology Support Specialist, Level II

Job description: Business Technology Support Specialist, Level II

Reports To

Team Lead, BTSS

Location

Sysco Canada – GTA Ontario – Onsite

Type

Full time, Salaried

Closing Date

December 06, 2023

Company Overview

Sysco connects the world to share food and care for one another. Sysco leads from the heart of food and service to deliver the freshest of foods and ideas to restaurants, healthcare and educational facilities, lodging establishments and other customers who prepare meals away from home. Our customers can count on us to deliver on-point products and solutions since only Sysco is the global leader, sitting at the heart of innovation supply, delivery, culinary and more.

With over 57,000 associates and a fleet of over 13,000 vehicles, Sysco operates approximately 326 distribution facilities worldwide and serves more than 625,000 customer locations. For fiscal 2022 that ended July 2, 2022, the company generated sales of more than $68 billion USD.

Sysco, one of Canada’s Best Employers 2023, as listed by Forbes, is dedicated to our global corporate social responsibility goals and to creating a diverse and inclusive workplace. We offer our associates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations.

Sysco is more than just a place to work. Our passion for food and our customers has made us the industry leader. To remain on top, we will continue to think bigger, work harder and never give up. Are you ready to drive success?

For more information, visit or follow us @SyscoCanada at ; or

For a full list of opportunities, visit

Role:

The position involves assisting the Business Technology (BT) support teams with the technical support of IT infrastructure technology which includes, but is not limited to the following devices – workstations, laptops, iPads, PDA devices, printers, network equipment, telephones, backup appliances, wireless access points, server equipment, storage devices, routers, switches, and any other technology used to conduct business at an operating company facility. It also involves training the Level I associate’s and continued knowledge transfer to the BT support technicians. Additional requirements are to actively contribute to the development of policies and procedures to continuously improve and simplify technology services across the Sysco enterprise. This position is also responsible for participating in hardware roadmap planning sessions and testing new products to validate compatibility and functionality. In Addition, this position will be the local escalation contact for any related IT support issues. Escalations will flow up to their Sysco Team Leads and to the BT Support Leads to quickly resolve any issues.

This position will be the local corporate IT representative to answer any IT related question and to train the local staff how to enter service requests, how to prioritize service requests, assign service requests, and how to best utilize the current support model. In addition, this position will keep local management informed on technology trends and local alignment with the trends to best maintain system availability.

Role Responsibilities:

• Prioritize support calls using enterprise ticketing system and manage tickets with frequent updates, as well as escalating aging tickets, and trends as required.
• Purchase new equipment, repair parts, mice, keyboards, batteries, printer toner, supplies, etc. for workstations, laptops and peripherals devices from the approved standards list through Corporate IT Purchasing.
• Ensures software and hardware standards are adhered to at all times based on guidance from Corporate
• Ensuring software license compliance with all installed software
• Responsible for imaging workstations using the standard images
• Maintains and adheres to current system security policy
• Ensure client agents for discovery tools, anti-virus and patch compliance updates are maintained at the most current levels
• Provides secondary on-site workstation support and knowledge transfer to the Desktop/Laptop support team
• Account administration and support for Order Entry applications
• Assists with desktop hardware relocation where required.
• Responsible for local printers/copiers/faxes network connectivity, preliminary troubleshooting, toner replacement and coordination of third party on-site support.
• Train and assist end users to effectively utilize the enterprise ticketing system
• Maintain reliable “Hot Spare” Laptop/Desktop systems
• Dispose of old computer equipment utilizing approved vendors in compliance with environmentally friendly recycling processes
• Provide onsite hands on support for devices supported by Infrastructure support teams.
• Provides telephone and mobile phone support, including voicemail and account administration, deployment/replacement of equipment.
• Assists with support of wireless access points, VPN connectivity, and company issued mobile telephone devices.
• Provides after hours and round-the-clock support for emergency trouble calls when needed.
• Coordinating enterprise workstation OS deployment, providing support for printers and peripherals, coordinating and validating problem resolution for warranty or third-party on-site repairs on all IT equipment and providing secondary support as required for the Communications and System Support technicians.
• Meet with local senior management on a regular basis to keep management informed on proactive refresh cycles, hot spare inventory, anti-virus compliance, patch compliance, enterprise upgrade projects, data backups, and the general health of their local technology.
• Complies with Sysco’s Food Safety Policy and procedures to ensure food safety, quality and legality requirements are met.
• Is willing to work safely with minimal environmental impact and understands the importance of reporting all hazards, incidents, and environmental spills immediately to their Supervisor.
• Understands that they play an integral role in their own safety and that of their colleagues and is willing to speak out when hazards are present.
• Perform other duties as assigned.

Qualifications/Skills/Job Requirements (About you):

• 3+ years experience with end user technology support and customer service IT related environments
• High School Diploma required
• Post secondary education in a technology field/program an asset.
• Valid driver’s license in good standing with access to a vehicle is required
• Must be proficient at technical troubleshooting of desktop and laptop computers, mobile technology devices, Microsoft Windows, Microsoft Office, and other desktop software.
• Must have experience with supporting, installing, and configuring Order Entry applications.
• Must be able to use remote support tools to be able to troubleshoot remote computer devices.

• Some travel required (up to 5%)

Internal candidates apply via the Career Centre on your HR Portal / ADP Workforce Now.

External candidates submit cover letter & resume via www.sysco.ca/careers

Our Purpose:

Connecting the world to share food and care for one another

Our Mission:

Delivering success for our customers through industry-leading people, products and solutions

Our Identity:

Together we define our future of foodservice and supply chain

Sysco is committed to Employment Equity. Accommodations during the recruitment process are available upon request for candidates with disabilities.

Here’s a sample of the many benefits Sysco associates enjoy:

Comprehensive Flexible Benefits including Health and Dental, Health Care Spending and Wellness Accounts • Short-Term and Long-Term Disability • Life Insurance • Voluntary Optional Insurance • Parental Leave Plan • Company Pension Plan • Group RRSP & TFSA • Employee and Family Assistance • Stock Purchase Plan • Maple Virtual Care • Unlimited on-line learning • Sysco product discounts • Preferred vendor discounts • Associate Resource Groups

(*benefits may vary based on location or bargaining unit)

Click Here to Apply

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