Quick Summary
About Us
Sonepar Canada is an independent, family-owned company holding global leadership in the business-to-business distribution market for electrical, industrial, and safety products, along with related solutions. In Canada, we are represented by 6 locally managed electrical and industrial distributors, operating over 114 locations across 9 provinces.
We are a proud member of the Sonepar Group, the world's largest privately held electrical distributor, with a presence in over 40 countries and more than 45,000 employees. In Canada, our network includes 6 locally managed electrical and industrial distributors and over 110 locations covering 9 provinces. Discover more about Sonepar opportunities at www.career.sonepar.com
What's in it for you?
- Join a market leader with over 40 years of experience, dedicated to elevating your potential.
- Work for the world's #1 privately held company in the business distribution of electrical products and related solutions.
- Engage with the constantly growing electrical industry.
- Benefit from the largest inventory, ensuring superior customer service and sales commitment fulfillment.
- Access career development opportunities across various business departments within our organization.
Position Scope: IT Help Desk Agent
Sonepar IT Help Desk Agents provide high-quality IT support via phone, email, virtual meetings, and mobile phone (for after-hours). This role is 80% in-office, Monday to Friday, with 1 remote day, except for one 100% in-office week per month. Responsibilities include handling initial requests, troubleshooting hardware, software, internal ERP/WMS systems, and relatively simple network issues. All Help Desk agents must demonstrate excellent problem-solving, communication, and interpersonal skills, coupled with patience, a friendly demeanor, and strong teamwork abilities. A solid technical understanding of supported hardware, software, and network systems is essential.
Responsibilities
- General Support and Tasks: Provide comprehensive software and technical support to internal customers via phone or in-person, resolving IT issues related to software and hardware.
- Resolve Customer Issues: Address technical solution issues encountered by users, offering reliable and quality customer service and guidance.
- Ticket Documentation: Meticulously document real-time actions taken for service/incident tickets with a high level of detail and clarity.
- Procedure Documentation: Thoroughly document and update existing procedures relevant to the Sonepar Help Desk support area.
- After-Hours Support: Participate in a rotational after-hours support schedule (approximately every six weeks), covering Monday evening 6:00 PM EST to Monday morning 6:30 AM EST. This remote support is equipped with a laptop, cell phone, and headset, and includes a bonus per week of after-hours support.
Requirements
- 1-3+ years of experience in information technology, specifically with computer hardware and software service and support.
- Proven experience in customer service, including phone and email support and communication.
- Bilingual proficiency (spoken and written French/English).
- Direct experience in IT support.
- Knowledge of the Windows 11 environment.
- Familiarity with the Office 365 suite, Teams, Acrobat Reader, etc.
- Knowledge of IOS, Android, and MacOS devices.
- Basic Active Directory knowledge.
- Knowledge or experience with ticketing systems; Service-Now is a plus.
- Knowledge or experience with SX ERP, SAP, and TWL WMS is a plus.
- Availability for office shifts from 6:30 AM-3:30 PM and 9:00 AM-6:00 PM (rotational).
- Readiness to participate in rotational after-hours support.
Benefits and Advantages
We offer a competitive salary and a comprehensive benefits package, including:
- A flexible benefits program allowing customization to your needs and dependents, with options for medical, dental, vision care, a health spending account, and RRSP matching.
- Employee assistance program, tuition reimbursement, employee discounts, and clear career paths.
- Company-paid life insurance and employee-paid disability insurance, regardless of your chosen benefits program.
More Information About Sonepar Canada
- Website: www.soneparcanada.com
- LinkedIn: https://www.linkedin.com/company/sonepar-canada/
- Instagram: https://www.instagram.com/soneparcanada/
- Facebook: https://www.facebook.com/profile.php?id=100057133913041
- Youtube: https://www.youtube.com/user/SoneparCanada
Sonepar integrates planet, diversity, and inclusion into its core vision and business ethics. As a leading distributor of energy-efficient products and a pioneer in energy transition, sustainability is a top priority. We believe every action contributes to environmental protection, reinforcing our commitment to a sustainable future. We have accelerated our transition to efficient electrical energy production and use across our operations and champion sustainable solution innovation in the market.
Our commitment is detailed in our global CSR report; learn more at https://www.sonepar.com/en/commitments/sustainability.
Sonepar was recognized as a diversity leader by the Financial Times 2024 Diversity Leaders ranking and achieved GEEIS certification in 2022. We are proud to be an equal opportunity employer, welcoming applications from all candidates. We strive to create a work environment where everyone feels safe, empowered to use their voice, and knows they belong. Diversity and Inclusion (D&I) are central to our global strategic impact plan. We value D&I because it enables us to better serve our communities, fosters greater creativity and diverse experiences, and is crucial to our organizational success. All qualified individuals, regardless of race, ethnic or national origin, color, religion, sex, sexual orientation, age, marital status, neurodiversity, disability, gender identity, veteran status, or any other unique aspect, are encouraged to apply.
For more information on our Inclusion and Diversity initiatives, please visit https://www.sonepar.com/en/commitments/diversity-and-inclusion.
Sonepar is an equal opportunity employer and welcomes submissions from all candidates. Accommodation is offered to all candidates upon request. If selected for an interview, please inform the Sonepar representative of your accommodation needs at that time. We are committed to working with all candidates to meet their accessibility needs.
Next Steps
We are interested in learning more about you. Start an exciting new career and enjoy multiple benefits by applying online. While we greatly appreciate your interest in joining the team, only those selected for an interview will be contacted.