Bilingual Specialist, Tier 2 Support

Who We Are: At Giant Tiger, our mission is simple: help Canadians save more every day. We’re a Canadian institution rooted in our communities and built on 60+ years of success. As part of our store support team, your work directly impacts stores across the country and drives the value that our customers see on the shelves. We’re looking for people who are passionate about retail and motivated by meaningful work that makes a real impact. This posting represents a current opportunity at Giant Tiger. Job Title Bilingual Specialist, Tier 2 Support About This Role: Workplace Arrangements: After the onsite training period at our Ottawa Home Office this role will be able to be flexible: the employee can work remotely, or onsite. There will be some travel to store and other GT locations on an as needed basis for issues that cannot be resolved remotely. What You'll Be Doing: Manage and prioritize Tier 2 tickets, project tasks, onsite assignments, and other responsibilities from assignment through completion, adhering to Giant Tiger processes, procedures, service expectations, and agreed timelines, while coordinating dependencies, and keeping appropriate stakeholders informed. Investigate and resolve complex, unfamiliar, high-impact, and urgent technical issues, engaging teammates, other IT groups, management, and vendors when additional expertise or escalation is required. Configure, troubleshoot, replace, and support corporate and store technologies. This includes computers, mobile devices, CCTV, networking gear, firewalls, switches, telephony, overhead paging/music systems, printers, 4G modems, and new store opening deployments. Provide onsite IT support at Giant Tiger facilities, primarily at the Ottawa Home Office, with scheduled monthly onsite support visits to Laval, Johnstown, Brockville, and other locations as required, as well as travel to complete work that cannot be resolved remotely. Request and review quotes from third-party partners for installations and repairs, and coordinate vendor work through completion to ensure appropriate service, follow-up, and value for Giant Tiger. Maintain up-to-date expertise across core support domains to pull an equal share of the team's workload, while assisting teammates with tickets, coverage, deployments, and onsite work as needed. Carry the after-hours pager as scheduled and respond to Tier 2 incidents and service requests in accordance with Giant Tiger after-hours processes and procedures. Create and maintain Tier 2 knowledge base articles and technical documentation, and share newly acquired knowledge with the Help Desk and 2nd Line team. Communicate effectively with requesters, teammates, management, project stakeholders, vendors, and other IT groups as required to support effective service delivery. Identify opportunities to improve Tier 2 processes, troubleshooting, documentation, technology support, and service delivery, including reducing recurring issues and unnecessary dependency on vendors or higher-level support. Continue developing technical and operational knowledge through new Giant Tiger technologies, relevant training, and professional development. What You'll Bring: Post-secondary degree, preferably in Computer Systems Technology or Computer Systems Support, and a minimum of 3 years of experience providing Tier 2 IT customer support. A+ Certification. Bilingual (English/French) required. Strong customer service skills. Advanced knowledge of iOS operating systems. Excellent written and verbal customer-facing communication skills in English and French. Strong ability to plan, prioritize, and manage multiple competing tasks within a busy environment while following through on commitments. Ability to follow written processes and procedures with a high level of attention to detail. Strong troubleshooting, problem-solving, and information-gathering skills. Experience using an ITSM system such as ServiceNow or FreshService. Ability to maintain accurate and effective ITSM ticket documentation. Ability to work effectively with internal technical teams, vendors, subcontractors, store employees, warehouse employees, corporate users, and management. Ability and willingness to learn unfamiliar technologies and expand technical knowledge across the areas supported by the 2nd Line team. Reliability and punctuality are required. Assets You May Have: ITIL 4 Foundation Certification. Network+ Certification or higher. Previous experience working with CCTV technologies. Previous experience working with firewalls and switches. Previous experience working with Audio/Visual equipment. Previous experience supporting telephony, paging/music, networking, store infrastructure, or multi-site retail technology environments. Experience coordinating technical work with third-party vendors or subcontractors. Previous work experience in a customer service role. Previous work experience in retail. #li-HYRBID Giant Tiger is proud to offer a Total Rewards package designed to support your financial security, health, and career growth. This includes competitive compensation for all employees, as well as retirement savings support and comprehensive well-being benefits for our permanent team members. Salary $58,400.00 - $87,600.00 What Giant Tiger Offers: Competitive Compensation: The salary range for this position is listed above. Giant Tiger will consider factors such as experience, skills and internal equity to ensure you are paid competitively. Retirement Support: We automatically contribute 6% of your annual earnings to a Deferred Profit Sharing Plan account for you, fully funded by the company for all permanent, full-time employees. Health Benefits and Paid Time Off : Access to our flexible, cost-shared health and dental benefits (available on hire) and annual paid time off, including personal and vacation days, plus additional paid holiday time between Christmas and New Year’s. Career Growth : Giant Tiger is committed to developing our people. We promote from within, and many of our leaders started right here. We provide the coaching, training, and support you need to build a long-term career. If you're looking for a place to grow and take on new challenges, you've found it. Extra Giant Tiger Perks: • Store Discount, • Parental leave salary top-up, • Recognition program that celebrates great work with monetary rewards and other perks, • Safety first environment. Location 2480 Walkley Road, Ottawa, Ontario, K1G 6A9 Job Requisition JR133373 Giant Tiger is an equal opportunity employer and is committed to fair employment practices. Giant Tiger will provide support and accommodation in its recruitment processes to all applicants. If you are invited to participate in an interview and have accommodation needs, please contact . Giant Tiger does not sponsor work permits. Candidates must be legally authorized to work in Canada and maintain authorization for the duration of employment.