Lead Process Improvement Engineer enhancing distribution center performance for HD Supply through process innovations and cross - functional collaboration.
About the role
- IT Operations Analyst providing first point of contact support for Pelmorex systems. Monitoring, troubleshooting and restoring client service within defined SLA’s for incidents and requests.
Responsibilities
- On a **24/7 rotating shift basis**, provide 1st and 2nd level support and monitor Pelmorex I.T. operational infrastructure and services such as Web sites, Data feeds, applications platforms, Active directory, DNS’s infrastructures, including AWS, Azure, GCP cloud services to ensure proper functionality. Any irregularities must be reported, investigated, resolved and documented in a timely manner.
- Diagnoses, troubleshoots end-user desktop and laptop application issues and provides an appropriate solution.
- Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
- Communicates with customers at all levels of technical and non-technical skills sets
- **Onsite and remote support** for PCs, laptops, printers, cell phones, and tablets etc.
- Physically install and deploy new equipment as required.
- Support end users in their use of applications such as G suite products, Microsoft Office, VPN etc.
- Provide support for video conferencing, backup system, anti-virus, various computer hardware, etc.
- Triage, troubleshoot and resolve the daily technical issues reported, ensure SLA’s are met, escalate as appropriate to 2nd level support team while maintaining incident ownership until closed.
- Ensure the delivery of optimal results against appropriate performance metrics;
- Install and arrange new equipment for the data center. This may include physically upgrading internal system components (CPU), memory hard drives, fiber cables, copper, and more..
- Identify incident trends; recommend and implement improvements to reduce volume.
- Prepare SOP (Standard Operating Procedures) for the daily maintenance of applications and underlying systems.
- Keep the Operations team up-to-date with new implementations and technologies.
- Establish clear communication channels for feedback from customers, peers, and cross functional teams
Requirements
- Availability for **rotating shifts** including weekends, evenings, and overnight coverage.
- Minimum of 3 years’ experience in a technical support environment with 24/7 customer service
- Hands-on experience with Active Directory, Google Workspace, and enterprise ticketing systems (e.g., ServiceNow, Jira, ManageEngine).
- Excellent verbal and written communication skills
- Excellent troubleshooting skills across multi environments
- Good working knowledge of Linux (Rocky linux / CentOS), Microsoft Windows Servers (2022, 2025) Windows 11, MacOs, Active Directory DNS, Google Workspace, O365, Proxmox, AWS and Azure services
- Experience with **Kubernetes**, cloud platforms (AWS, Azure, GCP), and enterprise monitoring tools (Grafana, Kibana, CloudWatch, etc.).
- Good working knowledge to perform basic repair of damaged or faulty network equipment and devices
- Ability to provide remote support
- Excellent customer service skills. You always go above and beyond to solve a client's problem
- Flexibility with work hours when required.
- Good understanding of systems architectural concepts and methodologies; infrastructure platforms and application; business processes, process analysis/management, and IT requirements and IT services.
Benefits
- Retirement Savings Matching Plan (RRSP). Plan for your future with us! 💸
- Personal Spending Account 💰
- Up to $500 to spend on anything related to physical, mental or financial well-being (in addition to your Health Care Spending Account)
- 17 Paid Days Off (in addition to 13 Personal Days) 🌅
- This includes an extra day off during the month of your birthday 🍰- our gift to you!
- An IDEAS (Inclusion, Diversity, Equity, Awareness, Solidarity) team ⚖️
- Weather is inclusive, we will be too. Our IDEAS team is committed to making this happen!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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