Log in Sign up free
Apply now

Posted 3 months ago

Bilingual Senior Technical Support Analyst

@ Staples Canada

View all jobs Website

Richmond Hill, Ontario

Full-time2+ years experience
Apply now
SIGNALS

Overview

Staples Canada is hiring a Bilingual Senior Technical Support Analyst to manage escalations, mentor Technical Support Agents and resolve complex issues for retail stores and home office users. The role covers PC, server, POS, AS400, telecom and network hardware support, with weekend, evening and day shifts and a four-week rotating after-hours pager duty. The posting states a Degree or Diploma in Computer Networking or related discipline, 2-3 years of Staples Support Centre or equivalent experience, and offers an associate discount, health and dental benefits, RRSP/DPSP, performance bonuses and learning programs.

Responsibilities:

  • Resolve escalations from Technical Support Agents
  • Mentor and guide Technical Support Agents
  • Troubleshoot complex PC, server and POS issues
  • Create and maintain knowledge articles
  • Collaborate with network and telecom teams

Requirements summary:

  • Diploma or degree in computer networking or related discipline
  • 2-3 years at Staples Support Centre or equivalent
  • Bilingual English and French
  • A+, Network+, CCENT or MCP certification an asset
  • Staples store experience an asset

Tools & skills

Point-of-Sale systemsAS400RF scannerstelecommunication equipmentnetworks

Benefits mentioned

Health insuranceDentalRetirement plan
Source and dates

Employer career site / ATS feed · oraclecloud

Employer posting date
2026-08-19
First seen by our source
2026-10-08
Source record updated
2026-10-09

These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.

Job details

SenioritySenior
DepartmentIT
Experience2+ years
Hours per week40 (estimated)
Scheduleday, evening, weekends
Travelair: none · ground: none
Work settingOffice
PositionMostly sitting
Physical demandsphysical low · computer high
LanguagesEnglish, French
Licences & certificationsA+, CCENT, MCP
EducationCollege diploma (required)
Fields of studyComputer Networking
Perks mentionedRetirement plan, Performance bonus, Employee discount

Summary and details written by AI from the posting; the employer’s posting is the authority.

Apply now

Staples Canada

Saved company profile

Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.

Full company description

At Staples Canada, we’re redefining what EASY means for today’s world. From tech to tools to expert support, we help Canadians crush their to-do lists and get back to what really matters. Whether you're working, learning, or doing a bit of both, we make it all feel effortless. We’re your dedicated partner in productivity – offering curated solutions, expert advice, and services that simplify the everyday, Staples is where smart meets streamlined. Headquartered in Richmond Hill, Ontario, Staples Canada has proudly served Canadians for over 30 years. With 11,000+ associates and nearly 300 stores, corporate offices, and distribution centres, we’re deeply rooted in communities from coast to coast. Explore more at www.staples.ca or follow us @StaplesCanada.

LinkedIn followers
77,889
People associated on LinkedIn
4,333
Reported office locations
  • 6 Staples Avenue, Richmond Hill, Ontario L4B 4W3, CA
Other recorded names
  • Staples Canada
  • Staples
Specialties
  • Ink & Toner
  • Paper
  • Office Supplies
  • School Supplies
  • Cleaning & Facilities
  • Technology & Electronics
  • Mailing
  • Shipping & Packing
  • Small Business
  • Arts & Crafts
  • Tech Services
  • and Tech Services
Profile identifies a recruitment agency
No
View all jobs Website

At Staples Canada, we’re redefining what EASY means for today’s world. From tech to tools to expert support, we help Canadians crush their to-do lists and get back to what really matters. Whether you're working, learning, or doing a bit of both, we make it all feel effortless. We’re your dedicated partner in productivity – offering curated solutions, expert advice, and services that simplify the everyday, Staples…

FieldValue
IndustryRetail
Company size10,001+ employees
HeadquartersRichmond Hill, Ontario
Organization typePrivately Held
SpecialtiesInk & TonerPaperOffice SuppliesSchool SuppliesCleaning & FacilitiesTechnology & ElectronicsMailingShipping & PackingSmall BusinessArts & Crafts
Open jobs on Jobsy688
LinkedInView page
Job description

Some of what you will do:

The Bilingual Senior Technical Support Analyst is responsible for managing the resolution of escalations in a timely manner that includes providing mentorship and guidance to the Technical Support Agents. This individual will be responsible for taking more complex cases, recognizing the underlying problem, performing troubleshooting, resolving problem calls, and following up with users to confirm proper resolution. This individual will require experience and understanding of the I.S. environment including supporting end-users for PC or server applications and hardware. Be willing to work weekends, evenings, and day shifts. Also, be required to be available via pager for afterhours support on a four-week rotational basis.

Specifically, You Will:

  • Support level one agents to resolve complex issues.

  • Provides second level system support to all retail stores and home office users from escalations of Technical support Agents.

  • Create, modify, and maintain knowledge articles to minimize recurring technical issues and improve first-call resolution.

  • Have a good understanding of Staples environment and equipment. Working with Point-of-Sale systems, PC’s, AS400, telecommunication, Networks, RF scanners and other hardware.

  • Collaborates cross-functionally with Network Analysts, Application Specialists, and Telecommunication teams to diagnose and resolve technical issues efficiently.

  • Contribute ideas and observations to the Sr. Manager of Service Delivery and Technical Support Team Lead in order to improve the efficiency of the Support team in achieving KPIs.

  • Accountable for troubleshooting and resolving client issues on both a proactive and reactive basis.

Some of what you need:

  • Degree or Diploma in Computer Networking or related discipline.

  • A+, Network +, CCENT, or MCP Certification an asset.

  • 2-3 years of working at the Staples Canada Support Centre or equivalent experience.

  • Staples Store Experience is an asset.

Physical demands/working conditions:

  • Office environment

Some of what you will get:

  • Associate discount

  • Health and Dental benefits

  • RRSP/DPSP

  • Performance bonuses

  • Learning & Development programs

  • And more...

About the Team

At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together.

We are building an inclusive and diverse team

Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.

Similar jobs

  • Technical Support Analyst, Tier 1

    Toronto, ON
    $41k–$55k/yrHybridFull Time

    Docebo: Imprint: https://www.docebo.com/company/imprint/

    Candidates need a solid background in technical customer support, ideally in a fast-paced SaaS, cloud or enterprise software company. Strong written and verbal communication, diagnostic skills, and calm under pressure during busy periods are required.

    Zendesk, Salesforce Service Cloud, Jira, CRM tools, Learning Management System

  • Technical Support Analyst (Help Desk)

    Toronto, ON

    Flexstaf IT

    1+ YOECandidates need 1-2 years of first-level help desk and customer service experience, advanced Microsoft Office and OS skills, and knowledge of TCP/IP, DNS and DHCP. A post-secondary certificate or diploma, or a bachelor's in computer science with Microsoft certifications, is required.

    MS Office, Web Browsers, Microsoft Intune, Autopilot, Deskpro, Lansweeper

  • Technical Support Analyst - Mining/Mineral Processing

    Toronto, ON

    Blue Moon Metals

    2+ YOECandidates need a diploma, degree or technical certification in IT or related field, or equivalent practical experience, typically 2 to 4 years in service desk or desktop support. Strong knowledge of Windows, Microsoft 365, networking basics and endpoint security is required, and clear communication skills are important.

    Microsoft 365, Microsoft Intune, Microsoft Entra ID, Microsoft Teams Rooms, Outlook, OneDrive

    Technical Support Analyst, Senior - Mining/Mineral Processing

    Toronto, ON

    Blue Moon Metals

    5+ YOECandidates need 5+ years of corporate end-user or desktop support, including executive support, plus strong Microsoft 365, Intune, Entra ID, networking and endpoint security knowledge. A diploma or degree in IT or a related field, or equivalent experience, is also required.

    Microsoft 365, Microsoft Teams, Microsoft Intune, Microsoft Entra ID, SharePoint, OneDrive

  • Technical Support Analyst I

    Toronto, ON

    Scotiabank

    Candidates need strong written and verbal communication skills, proven troubleshooting expertise with GTB Cash Management products such as ScotiaConnect Online, EFT, wire payments, ACH and Interac e-Transfer, and sound knowledge of internal banking systems. A computer science degree or networking diploma is preferred but not required.

    ScotiaConnect Online, Edge, GWA/SCO Admin, CAMS UMS, Intralink

  • Technical Support Analyst

    Ontario
    $43/hrRemoteContract

    Insight Global: Insight Global is an international talent and consulting company that delivers business outcomes in an ever-changing world.

    Candidates need working knowledge of Windows operating systems and workstations, basic TCP/IP and Active Directory skills, and a two-year IT diploma or a computer science degree or equivalent experience. Strong customer service and communication skills are essential.

    Windows, Active Directory, PACS

  • Technical Support Analyst

    Markham, ON
    $65k–$70k/yrFull Time

    GIP - GFLI

    3+ YOECandidates need 3-5 years of technical support experience and an associate's or bachelor's degree in IT or a related field. They should know Windows, macOS, Microsoft 365, Active Directory, networking, and MDM tools, and be able to lift 25 pounds.

    Microsoft Office 365, Active Directory, MDM tools, Ticket system, Remote support tools, Diagnostic tools

  • Technical Support Analyst

    Toronto, ON
    Full Time

    Quintessence Wealth

    2+ YOECandidates need 2 to 4 years of technical, operations, or application support experience. They should have strong troubleshooting skills, know ticketing systems like Freshdesk, and communicate clearly in writing and verbally.

    Freshdesk

Locations & environments

Locations

All of CanadaRemote · Hybrid · On-site · Field

Pro tip: add remote jobs to widen your search.

Exclude locations

Workplace type

Company jobs in these results

These are this company’s jobs loaded in your current search. The company may have more openings.