Metro Supply Chain is a strategic supply chain solutions partner to some of the world’s fastest growing and most reputable organizations. For 50 years, it has excelled at tailoring integrated, data-driven solutions, fueled by advanced systems and technology, that fulfill complex and challenging distribution needs. Managing 19 million square feet operating out of more than 175 sites across North America and Europe with a team of 9,000, it is one of Canada’s largest privately owned supply chain solutions companies. Metro Supply Chain is a 2024 winner of the Canada’s Best Managed Companies program, recognized for its strategic expertise, culture of innovation and commitment to its people and local communities.
Summary
The Helpdesk Technician (SL3) will provide direct support to our business users and will be responsible for prioritizing, answering, or re-assigning tickets from our internal and external users, and customers. They will work on end user hardware, such as desktops, laptops and printers, as well as on our business applications.
Ticket Management & Triage
* Act as the first point of contact for all IT support tickets.
* Assess, prioritize, and assign tickets appropriately based on impact and urgency.
* Provide timely updates to users and ensure all issues are logged accurately.
* Monitor open tickets and chase higher-level assignees to maintain SLA compliance.
* Escalate unresolved issues to senior technicians or specialist teams when necessary.
Network Administration Tasks
* Create, modify, and disable user accounts across core business systems.
* Set up user permissions, group memberships, and access rights.
* Manage users across M365 services to ensure user productivity is achieved.
* Install and configure printers, network devices, and basic peripherals.
* Support with system updates, configuration changes, and documentation updates.
Hardware Tasks
* Perform initial laptop and desktop builds using standard images and configuration procedures.
* Configure user devices with required applications and security tools.
* Assist with workstation setup including monitors, docking stations, telephony, and other equipment.
* Diagnose and resolve routine hardware issues including laptops, desktops, printers, and scanners.
* Carry out printer troubleshooting, error resolution, and connectivity checks.
* Coordinate with suppliers for repairs or hardware replacements when required.
* Maintain hardware inventory records and ensure equipment is tracked and updated.
Application Support
* Provide first-level support for business applications, including the Warehouse Management System (WMS).
* Troubleshoot routine WMS issues (e.g., login problems, scanning issues, basic workflow errors).
* Escalate complex application problems to the relevant application support or development teams.
Service Desk
* Proactively monitor service desk metrics and contribute to continuous improvement.
* Identify recurring issues and suggest improvements in processes or documentation.
* Draft and publish knowledge base articles to proactively help users with common issues.
Security, Compliance and Environmental
* Maintain compliance with relevant laws, regulations and industry standards, such as GDPR, Cyber Essentials, and any other implemented standards.
* Follow work instructions provided, complying with our ISO accredited standards ISO 9001, 14001, 45001.
* Communicate any non-conformances within the ISO accredited management system.
* Raise any upcoming changes which could affect the ISO accredited management system.
* Follow environmental policies and procedures and highlight any risks to personnel or the environment.
* Ensure compliance with legislative bodies and local authorities.
Experience & Education
* One plus years of experience working on a service desk. Preferably experience in an IT Services based business.
* Knowledge of M365 systems and services, including most administration tools.
* 5 x GCSEs, grade A to C (or equivalent), or
* Equivalent applied experience.
Competencies
* A strong ability to communicate in written and verbal forms simply.
* Strong interpersonal skills, with the ability to simplify concepts to ease interaction between technical and non-technical employees.
* General knowledge of Windows Operating System management and features.
* General knowledge of core networking concepts, such as IP Address format, DNS name resolution, DHCP registration.
* Familiarity with basic Windows network diagnostic tools such as ipconfig, ping, nslookup, etc.
* Good knowledge of physical computer attributes and what their purpose is, e.g. Network ports, CPU / RAM / DISK, WIFI, etc.
Working conditions
* The work is primarily desk bound, with a need to travel to other sites regularly.
* Partial remote working is available at the discretion of your direct manager.
* There may be a requirement to complete work out of hours. Where possible this will be with notice but there is an expectation to be flexible.
* The candidate may be required to travel nationally and internationally with short notice.
Why Join Us:
* Work in an environment where safety is our first priority
* The opportunity to build a career with a growing company
* Company sponsored social events
* Community volunteering
* Death in Service
* Medical Cover
* BUPA Cashplan