Technicien Senior d'assistance informatique/ Senior IT Helpdesk Technician

Goodfood (TSX: FOOD) is a leading digitally native meal solutions brand in Canada, delivering fresh meals and add-ons that make it easy for customers from across Canada to enjoy delicious meals at home. The Goodfood team is building Canada’s most loved millennial food brand, with the mission to create experiences that spark joy and help our community live longer on a healthier planet. Goodfood customers have access to uniquely fresh and delicious products, as well as exclusive pricing, made possible by its world-class culinary team and direct-to-consumer infrastructures and technology. We are passionate about connecting our local partner farms and suppliers to our customers’ kitchens while eliminating food waste and costly retail overhead.

Position Overview

We are seeking an experienced Sr. IT Helpdesk Technician to join our team in Saint-Laurent, Montreal. This is a fully on-site role, requiring a presence at our office five days a week. The successful candidate will manage technical support operations, focusing on system administration, network management, cybersecurity, automation, and device management. You will provide hands-on support to ensure smooth day-to-day operations, with an emphasis on automating tasks and improving efficiency. Expertise in Google Workspace, Microsoft Entra/Active Directory, Meraki, and MDM platforms like Intune will be crucial for success in this role.

Key Responsibilities

• Technical Support and Escalation: Provide Level 1 and 2 technical support to on-site users, acting as the escalation point for helpdesk issues.
• Automation and Process Optimization: Automate end-to-end workflows, especially around device management and network administration via Microsoft Intune, Apple Business Manager and MDM platforms (Meraki, Airwatch, Jamf).
• System and Network Administration: Oversee local network operations using Cisco Meraki, manage printer systems, and ensure proper workstation setup.
• Vendor and Contract Management: Manage contracts, create purchase orders, and ensure effective collaboration with third-party vendors.
• Cybersecurity and Compliance: Enforce cybersecurity measures, monitor security applications, and ensure compliance with company policies and regulatory requirements using tools like Trend Micro.
• Change Management (CAB): Lead change management processes, documenting updates in JIRA and managing approvals.
• Application and Device Support: Manage enterprise applications like Google Workspace, Microsoft Entra/Active Directory, and Atlassian products (Jira, Confluence). Provide support for iOS, Android, and Windows/macOS devices.
• Cost Management and Efficiency: Monitor and optimize cloud services and other IT resources, collaborating with finance to manage IT budgets.

KPIs and Performance Metrics

• Ticket Resolution:
• Level 1/2 Support Ticket Resolution: Average resolution time < 2 days.
• Critical Incident Resolution: All critical tickets are resolved within 1 business day.
• Process Improvement: Demonstrate continuous improvement in automation and process optimization.
• Stakeholder Satisfaction: Maintain high levels of user satisfaction and meet or exceed service-level agreements (SLAs).

Why Goodfood?

At Goodfood, we believe in creating an exceptional experience not only for our customers but also for our employees. Here’s why you should join our dynamic team:

• Innovative Environment: Work in a start-up culture within an established company. We're always pushing boundaries and embracing new ideas.
• Impact: Your work will directly influence the company's results and customer satisfaction.
• Benefits: Enjoy competitive group insurance, personal days, a bonus program, annual fitness credit, Goodfood credits, and an employee stock purchase plan.
• Growth: Be part of a team that is dedicated to your professional development and growth. There is no status quo at Goodfood – we are always hungry for improvement.