Application Support Technician

Job description

Reporting to the Director, Infrastructure and Cybersecurity, the Application Support Technician serves as the subject matter expert and primary resource for Unimax's critical business systems, including our ERP (Microsoft Dynamics 365), WMS and TMS (Manhattan), CRM (Salesforce), B2B and B2C web platforms, as well as our fleet of Zebra and Honeywell mobile devices. This role combines technical support, application configuration, business needs analysis, and the translation of those needs into functional specifications. It requires a high degree of autonomy and a strong commitment to internal customer service. Key Responsibilities System Support and Expertise (Level 2) Analyze support tickets and requests to diagnose root causes beyond standard procedures. Manage user access to business applications. Support B2B and B2C web platforms. Manage Zebra and Honeywell mobile devices through the MDM platform. Support the Salesforce CRM. Assist with testing and validation activities. Produce documentation and procedures. Correct erroneous data or transactions directly within systems (ERP, EDI, CapturePoint). Expertise and Continuous Improvement (Partial Level 3) Support and act as a subject matter expert for Microsoft Dynamics 365. Support and act as a subject matter expert for Manhattan WMS and TMS. Be responsible for application configurations. Analyze business requirements and operational processes. Translate business requirements into functional specifications. Participate in the implementation of system enhancements and new functionalities. Troubleshoot EDI mappings and integrations when transmission or formatting issues occur. Collaborate with internal developers or external vendors on system modifications and fixes. Monitoring and Operations Perform daily system monitoring to identify and prevent incidents before they impact operations. Provide proactive support during critical operational periods. Education and Experience DEP in Computer Support or equivalent training. 5 to 8 years of experience in application support or a Cloud ERP environment. Technical support experience is considered an asset. Knowledge of EDI. Technical Skills Intermediate Excel skills (VLOOKUP, Pivot Tables). Experience supporting WMS and TMS solutions. Strong knowledge of Manhattan WMS/TMS is an asset. Strong knowledge of Microsoft Dynamics 365 is an asset. Knowledge of Azure Data Studio. Ability to read and interpret system logs to diagnose issues. Customer Service Excellence Strong ability to manage priorities. Excellent follow-up and communication with internal clients. Proactive mindset and adaptability to various challenges. Strong stress management skills, especially during peak periods or critical incidents. Ability to explain technical concepts to non-technical users. Bilingualism (French and English, intermediate to advanced level) is required due to the organization's nationwide operations and the need for effective communication across regions. Special Conditions Availability to work occasionally outside normal business hours. Participation in a 24/7 on-call rotation, one week out of four (Level 2 support, with approximately a 10% likelihood of actual intervention). Workload may occasionally exceed regular working hours during peak activity periods. Benefits Offered Our employees are important to us. That's why we are committed to providing working conditions and benefits that reflect their valuable contribution. Work Schedule Remote Work Program Flexible Schedule 37.5-Hour Work Week Summer Schedule: Finish at Noon on Fridays Comprehensive Benefits Package Group insurance tailored to your needs Group RRSP with employer contribution Dialogue Telemedicine Health Spending Account Wellness Account ($300 to $700 for sports activities, wellness initiatives, personal development, etc.) Employee Assistance Program Company-provided laptop Excellent discounts on tires and accessories Annual allowance for our corporate clothing store Career Development Training and Development Program Grow your career with Unimax in an environment where advancement opportunities match your ambitions Employee Referral Program (up to $1,000 reward) Work Environment Highly active social club Popcorn machine and fresh fruit Free parking Electric vehicle charging station on site And much more! About Unimax Founded in 1979 and headquartered in Boucherville, Unimax is now a leading tire distributor in Canada. Through our three divisions, Point S, Distribution Stox, and RSSW , along with a strong network of distribution centres and more than 1,300 points of sale across the country, we provide customers with national coverage and fast, efficient service. Thanks to partnerships with the industry's leading manufacturers, we offer a complete range of products serving a diverse customer base across passenger, industrial, agricultural, and commercial markets. As a growing organization, we continue to expand through innovation, network growth, and strategic acquisitions. At Unimax, both our customers and employees are at the heart of everything we do. We value collaboration, expertise, and talent development in a dynamic environment where everyone can make a meaningful contribution to our collective success. Looking to make a real impact? Join us and become part of the Unimax journey. 2 Permanent Positions Available Possible Locations: Boucherville or Québec City At Unimax , we empower people who carve their own path. Through our various divisions, including tire distribution ( Distribution Stox ), wheel and rim distribution ( RSSW ), and our retail network ( Point S, V1, Otobox, and Local Tire Centre ), we bring together complementary areas of expertise to build a high-performing and agile Canadian organization. Our success is built on clear foundations: collaboration, collective strength, and entrepreneurial respect . Here, every team member contributes to meaningful, high-impact projects in an environment where expertise and initiative are recognized and valued.