Job Information
Sysco Field Support Specialist in Woodstock, Ontario
Field Support Specialist
Reports To
Manager IT Field Service Leader, Sysco Technology
Location
Woodstock, ON
Type
Full Time Permanent
Closing Date
September 30, 2024
Salary
$45,016 - $93,603
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 colleagues 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 colleagues 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 www.sysco.ca or follow us @SyscoCanada at facebook.com/SyscoCanada; twitter.com/SyscoCanada or instagram.com/SyscoCanada
For a full list of opportunities, visit www.sysco.ca/careers
Role:
The position involves assisting the Sysco Technology support teams with “smart hands” onsite support assistance for all IT infrastructure aspects, from workstations, laptops, iPads, Android tablets, printers to network equipment, VOIP telephones, backup appliances, wireless access points, server equipment, storage devices, routers, switches, and any other technology used to conduct business at an operating site. This person will contribute to the development of policies and procedures to continuously improve and simplify technology services across the Sysco enterprise and participate in hardware roadmap planning sessions and testing new products and projects to validate compatibility and functionality. This position will act as the local, onsite, IT representative and will answer IT related questions, train onsite staff on correct process to log incidents and requests, act as primary local escalation point for IT support issues at the site(s) of responsibility. In addition, this position will keep management informed on proactive technology modernization cycles, hot spare inventory, enterprise upgrade projects, general health of their local technology and root cause analysis for high impact issues.
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 always adhered to.
Contribute to the development of policies and procedures.
Work independently and with leadership to identify areas of improvement related to technology reliability, modernization, end user experience, and cost optimization.
Maintains and adheres to Sysco Information Security Policy and defined technology standards.
Ensure client agents for discovery tools, anti-virus and patch compliance updates are maintained at the most current levels.
Provides secondary on-site support and knowledge transfer to the Service Desk Advanced Support team as required.
Assists with desktop hardware, office and technology equipment relocation where required.
Responsible for local printers/copiers/faxes network connectivity, preliminary troubleshooting, automatic toner replacement and coordination of third-party on-site support.
Responsible for and/or assists in special projects as assigned to include product evaluations, software pilots, site preparation and roadmap planning sessions.
Maintain reliable “Hot Spare” Laptop/Desktop systems.
Train and assist end users to effectively utilize the enterprise ticketing system.
Dispose of old computer equipment utilizing approved recycling vendors.
Provide onsite hands-on support for devices supported by Infrastructure support teams.
Assists with support of wireless access points, VPN connectivity, and company issued mobile devices.
Provides after hours and round-the-clock support for critical business impacting incidents when needed.
May be required to dispatch to additional locations for proactive technology health checks, project work, or critical incident support.
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):
Minimum of 3+ years experience with onsite, hands-on end user technology support
H.S. Diploma and minimum 3 years’ experience associated with end user technology support and IT related environments.
Preferred CIS diploma from a recognized educational institution.
Excellent communication (written and verbal), organizational, and problem-solving skills.
Effective at interacting with a wide variety of personalities and levels of management.
Self-motivated, resourceful, innovative, reliable and trustworthy.
Wide understanding of enterprise IT systems including network, VOIP, servers, storage, printers, mobile devices, Windows and MacOS computers.
Solid technical troubleshooting background, able to logically diagnose a variety of complex technical infrastructure problems independently as well as collaborating with other technology support teams.
Proficient at technical troubleshooting of desktop and laptop computers, mobile technology devices, Windows OS, Office 365, and other desktop software.
Familiar with remote support tools for remote desktop support.
Familiar with Service Now IT ticketing system.
Able to understand and follow written instructions/documented procedures related to technology infrastructure.
Availability for after-hours onsite support and/or weekend on-call support as needed is a must.
Valid driver’s license with access to a vehicle may be required as there may be some ad-hoc travel.
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 colleagues 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 • Colleague Resource Groups
(*benefits may vary based on location or bargaining unit)