Retail Support Analyst

Posted 1.5.24
North Vancouver, BC
Your Opportunity at ARC’TERYX:
As the Retail Support Analyst, you will play a crucial role in Retail IS projects, implementing new technologies and enhancing day-to-day operations for the IS needs of our retail stores. Your responsibilities include providing technical support across all our global retail stores, performing installations, configurations, and troubleshooting to ensure the seamless operation of our IT hardware, software, operating systems, applications, networks, and peripherals within the retail environment.
This role is based out of our North Vancouver office and is open to hybrid or fully remote work. Business operations occur on PST time zone. Candidates must be eligible to work in Canada.
Meet Your Future Team:
The Retail IS team collaborates with store employees and guests to ensure the smooth operation of IT infrastructure in our retail stores. Proactively generating innovative ideas and implementing new technologies, this team enhances the efficiency and effectiveness of our retail business operations. Our overarching goal is to maintain up-to-date retail store technology, empowering our retail team to concentrate on their daily routines.
If you were the Retail Support Analyst now, here are some of the core activities you would be doing:
  • Analyzing requirements and conceptualizing, defining, and documenting appropriate solutions and test requirements
  • Planning and leading the IT side of new store openings while helping to improve efficiency, and managing store IT equipment refreshes
  • Collaborating with store managers, store designers, our Retail Excellence team, and staff to identify and coordinate improvements to the IT environment in our stores. This includes improving the design of the cash desk and POS stations, suggesting upgrades, and improvements
  • Leading the day-to-day retail support duties and collaborating with the Retail Support team to ensure we keep our KPIs on track
  • Providing the first-line of technical support for all Arc’teryx Retail systems users
  • Carrying out in depth analysis and finding root cause of recurring issues
  • Coordinating new hardware and software as required, including upgrades to existing software applications
  • Proactively identifying and troubleshooting technical problems relating to POS systems, back-office equipment, hardware/software, operating systems, applications (MS Office, ERP, etc.), networks, and peripherals (printers, scanners, barcode devices)
  • Performing functional and user system testing on new hardware and software products for our retail stores
  • Developing system reports and performing ad hoc data queries for management reporting purposes
  • Supporting systems testing and implementation of application system modifications
  • Assisting in the maintenance and upkeep of the network and other systems in our retail stores. Partnering with vendor support contacts to resolve technical problems with retail systems and software
  • Coordinating documentation for the store’s inventory and keep documentation up to date
  • Implementing new services in a retail environment as needed by our business partners
  • Creating training materials for IT related subjects and providing basic training for store staff
Here are some of the things you could be working on in the future:
  • Coordinating new store openings and collaborating with all teams involved
  • Consulting with different functional teams to bring ideas to life in Retail
  • Collaborating with the IT team and other business teams on new projects, representing the Retail IS Team
Are you our next Retail Support Analyst?
  • You have a Bachelor’s degree in IT, Information Systems Management, Computer Science, or a related field or equivalent business experience with appropriate certifications
  • You have 3+ years of experience in a help desk/ IT support role
  • You have a strong understanding of network related technologies and terminologies (switches, routers, etc.)
  • You have a strong understanding of mobile device setup and MDM in a retail environment
  • You have a strong understanding of POS systems and store IT operations
  • You have a strong knowledge of hardware, OS and network implementation requirements, Microsoft Operating system (Windows 10 and 11 Pro), Office 365 and other application maintenance and support
  • You have experience with desktop reporting and imaging applications
  • You have a strong understanding of software setup and configuration utilities
  • You have strong communication skills and the ability to effectively explain concepts and processes to end-users
  • You have a strong understanding of systems development processes and methods
  • You have solid communication skills for explaining concepts and processes to end-users
  • You have an understanding of cloud services like Office 365, Cloud Networking, AWS and Similar cloud services
  • You are proactive in identifying the root cause of issues and developing solutions
  • You remain highly flexible and adaptable when faced with ambiguity
  • You effectively balance autonomy and collaboration
  • You inspire breakthrough thinking and continuous improvement
  • You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right
  • Your passion for your work is paralleled by your passion for getting outside and living it
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