Application & technical support agent

September 4 2020
Categories Information Technology, Help Desk
Dorval, QC

*Please send us your CV at **@**********.***

Summary of the position

The Application and Technical Support Agent is the entry point for IT requests of all kinds from internal and external clients of KD Services. He is responsible for receiving and grading requests. He is responsible for carrying out and answering these requests and participates very actively in solving technical challenges related to the systems and their interaction with each other. In addition, he is involved in various IT projects. Please note that this is a technical position and not a call center.

Technological environment

KD Services is at the heart of the supply chain of several of our clients, which means that we must evolve in a reliable, flexible and efficient technological environment, as well as connected in real time with our clients. Our Infolog warehouse management system (WMS) on AS400 is the core of our inventory and logistics operations. Our assembly and compliance services are provided by Packmanager in SaaS from Nulogy.

For our needs related to operations management, planning, accessibility of information, information input/access for our clients, analysis (KPI), reporting (screens, automated emails), we develop on an internal web portal on the Logi framework (Logi Analytics) in SQL under SQL Server databases which connects and uses data from all systems.

Our systems are connected to each other and to our clients in various ways with internal developments (C #, VB.NET, SQL) and with the help of our Tradexpress translator, we also use PlanetPress (Objectif Lune) and integrated data exchange tools of our systems (XMS for Infolog and CPI for Packmanager).

Because we also provide shipping for our clients to their points of sale, we use the several systems of our carriers (ICS, Purolator, ATS, Canada Post, Fedex) and are connected with some of our carriers to transfer information about our shipments.

The transmission of information is done by automated email with attachment (pdf, excel, csv), in REST, SFTP, HTTP, AS2, this on schedules or in real time, depending on the infrastructure and needs of our clients / partners.

We work with different exchange formats: Owners, flat files, XML, EDIFACT, X12 for different messages (850,856,944,947,940,947,810)

Given the growth of the company and its needs, the IT department plans in the coming months to implement different tools for monitoring requests, incidents / problems as well as IT / Development projects.

Tasks and responsibilities

  • Reading, identifying, clarifying and prioritizing requests from users of application systems and peripherals devices.

  • Maintaining and monitoring computer systems, identifying, clarifying and prioritizing any anomalies noted.

  • Handling requests and participating in diagnosis, investigation, technical resolution of incidents and ensuring the resumption of IT activities as soon as possible.

  • Doing the follow up on incidents and service requests from the IT department and communicating with the requesters.

  • Documenting and contributing to the knowledge base of the problems experienced.

  • Performing various tasks to respond to requests (Data extraction, access management, application help, documentation, etc.).

  • Developing a good understanding of existing applications (functional and technical).

  • Participating in the testing of the new business processes implemented.

  • Adopting and integrating quality methods in its work, ensuring the proper application of the quality system and Good Manufacturing Practices (GMP) put in place and actively participating in the respect of these rules by all the resources working for the company.

  • Performing its tasks by respecting security procedures as well as company policies in order to maintain a healthy, safe, clean and respectful work environment.

  • Performing all other related tasks.

    Requirements and skills

  • College diploma in computer science or a related field.

  • 3 years of experience in a similar position.

  • Experience in the distribution / logistics environment - Asset

  • Ability to prioritize tasks effectively while paying close attention to detail

  • Ability to detect anomalies

  • Ability to easily communicate with people

  • Bilingualism, both oral and written

  • Experience in troubleshooting and good level of communication.

  • Very good knowledge of SQL - Required

  • Good knowledge of MS SQL Server;

  • Good knowledge of Windows systems and peripherals

  • Knowledge of integrated and / or logistics management systems (WMS, MRP, ERP, Transport, etc.) - Asset;

  • Knowledge of EDI systems and formats / exchange of EDI messages - Asset

  • Knowledge of programming - Asset;

  • Knowledge of iSeries – Asset.

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