Website BFG Enterprise Service

Role: To support the Hardware, Microsoft Applications, Telephone and Warehouse Management Systems of the Distribution Centre.

Key Support Areas:

· Supply chain applications support (WMS/LM/SAP)

· Hardware support (Talkmans, handhelds, truck mounts, wireless access devices, IP camera components, label printers, computer room equipment)

· Desk side support for Microsoft office, applications, and mobility devices

· Telephone (VOIP) Support

· Escalation of issues to other departments when necessary to ensure timely service andsupport

· Vendor management and coordination as required

· Knowledge base updates for team members and National Support Centre to reference

· Communications to Loblaw staff and management on an ongoing regular basis.


· Provide support and troubleshoot local WMS system, ensuring that incidents are corrected within the allotted SLA timeframe.

· Be the subject matter expert services for questions about the normal operation of the WMS system

· Provide support for all printer technologies within the DC.

· Provide Telephone support and assist with VOIP issues

· Provide first level IP camera troubleshooting and application support

· Coordinate change windows with DC management to implement changes or upgrades to internal facility systems.

· Maintain the Isotrac equipment and managing the returns and repairs process.

· Maintain the RF equipment and managing the returns and repairs process.

· Ensure of account entitlements / account management.

· Assist in the process of user acceptance testing (UAT) as required.

· Manage desktop repairs, replacements, and upgrades

· Coordinate incidents between support teams on widespread issues impacting the WMS system

· Document all incidents and Service Requests in Remedy.

· Coordinate approved vendor installation and repairs

· Perform proactive communications with DC staff and management on all issues, changes and improvements to technology and applications.

· Participate in the creation of SOP’s and process to improve DC performance

· Training of DC staff when new technology or software isintroduced

· Provide after hours on call support when scheduled to do so

· Provide Computer room maintenance. Escort vendors for UPS/AC/electrical maintenance tasks

· Responsible for keeping the IT room save and clean


· 2 – 3 years related experience within a service-based industry

· Must possess strong customer service attitude and interpersonal skills

· Must possess excellent written and verbal communication skills

· Must be able comfortable in a grocery distribution centre environment

· Must be available and willing to work overtime

· Must be flexible to adjust work schedules and shifts 24/7, and may consist of rotating stand-by, on call and call-backs to provide assistance after hours, as required.

· Must be willing and able to travel to customer sites on short notice over extended periods of time

Technical Skills:

· Must possess strong warehouse management system experience

· Must be familiar with RF devices and printers used in a distribution environment

· Must possess great PC troubleshooting knowledge, for both hardware and software


· College Degree in the field of Information Technology preferred, but will consider applicants with equivalent work-related experience

· Possession of an A+ certificate would be considered an asset

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