Company Description

SSENSE (pronounced es-uhns ) is a global technology platform operating at the intersection of culture, community, and commerce.

Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else.

SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views.

Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.

Job Description

SSENSE is looking for a Support Technician who will be responsible for supporting our warehouse team, providing assistance with day-to-day hardware and software issues.

He / She will provide a proactive approach to IT support by troubleshooting and resolving incoming issues and requests, with an emphasis on reducing downtime and maximizing satisfaction.

The ideal candidate has a problem solving attitude along with the ability to give clear technical instructions whether in person or remotely.

Please note that this position is on-site.

RESPONSIBILITIES

Manage helpdesk escalations through a ticketing system

Provide tier 1 and tier 2 technical support for Windows workstations (primarily) on end user devices

Follow up on outstanding requests and ensure timely resolutions

Troubleshoot hardware issues and service computer peripherals such as printers, docking stations, monitors,etc.

Configure, deploy and troubleshoot Windows based desktops and laptops

Configure printers, phones, wireless devices, tablets, etc.

Direct unresolved issues to the next level of support

Assist in the creation of technical documentation and manuals

Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a relevant field, an asset

A minimum of 2 years experience in a tech support role, preferably in a Windows environment, an asset

Strong understanding and experience with PC, printers, computer peripherals, and mobile devices (Android, iOS)

Ability to prioritize and support technology requests based on fluid business demands

Strong knowledge of Windows operating systems, deployments, applications and troubleshooting issues (Mac knowledge an asset)

Familiar with remote troubleshooting techniques

General understanding of networking fundamentals, such as TCP / IP, DNS, DHCP, Firewalls, Wireless Access Points and other networking equipment would be considered an asset

Working knowledge of ticketing systems such as Freshservice or ServiceNow and remote tools such as TeamViewer, Microsoft Remote Desktop, etc.

would be considered an asset

Experience working with a Warehouse Management System and handheld devices, an asset

SKILLS

Exceptional problem-solving and communication skills

Customer-oriented

Strong interpersonal skills

Advanced troubleshooting and multi-tasking skills

Excellent spoken and written communication skills in both English and French

Ability to communicate technical information to a wide range of end-users

Additional Information

WORLD CLASS TECHNOLOGY

Technology is at the core of everything we do at SSENSE. Driven by an engineering mindset and a problem-solving attitude, we blend fashion with technology to deliver an unparalleled experience to our customers as we build seamless, custom solutions to deliver the SSENSE offering.

WORLD CLASS TEAM

The SSENSE tech team is responsible for an international headless commerce platform. Working in an agile environment, our squads are made up of experienced innovators in Product Management, QA, Design, DevOps, Software Development, Machine Learning, Data Engineering, and Security.

Headquartered in Montreal, our technology organization has been growing at a rate of 2X year-over-year and is doubling once again in 2021 as we expand across Canada, US, and Europe.

WORLD CLASS PLATFORM

The SSENSE platform runs on Amazon Web Services making use of serverless microservices across web, mobile and app. Our event-source architecture already achieves over 10,000 requests / second and growing at an unmatched pace, currently unseen across the industry.

Our data-driven culture of innovation empowers every product team across the tech organization to explore building, testing and learning with the latest in Machine Learning techniques.

Our automated continuous improvement DevOps model (making use of both blue / green and canary deployments) results in an average of 50 production releases every day.

Read more about us on our SSENSE .