BeExtraordinary

At Andrew Peller Limited (APL), we deliver the perfect brand experience for every lifestyle, occasion, and generation. Through collaboration, open communication, honesty, drive to win, and accountability, we inspire teammates to be extraordinary every day.
Who We Are
We are one of Canada’s largest and oldest wine companies with a rich heritage in quality winemaking.
We produce some of Canada’s most recognized brands and offer our teammates a challenging and rewarding employment experience.
We are seeking a Service Desk Support Analyst to join our Information Technology Team.
As a Helpdesk Support Analyst, you will provide first and second level support to users for PC, server and enterprise applications. Maintain problem management databases, prioritize issues, identify trends and implement solutions in a timely and efficient manner.

THIS TEAMMATE’S ACCOUNTABILITIES WILL INCLUDE:

• Provide best-in-class technical assistance and support to End Users.
• Support, monitor, test and troubleshoot hardware and software problems pertaining to the end user workstations and to the enterprise server systems.
• Provide support services in a timely manner, whether by email or telephone, or as required in-person both on-site and at our various site locations.
• Perform Oracle first level support and escalate issues to second level support as required.
• Create and maintain Active Directory accounts, GPO’s and OU’s.
• Create and maintain Forticlient accounts for remote access.
• Create and maintain Oracle E-Business Accounts.
• Install and configure workstations, install new software releases and system upgrades as required.
• Maintain Track-It work orders and log all user issues into the Track-It system.
• Write and update documentation, tutorials and knowledge base answers to better aid both the service desk and users.
• Follow up with users, provide feedback and follow problems through to their resolution.
• Escalate, recommend and/or coordinate resolution of issues with third party vendors to resolve issues.
• Provide support and service to The Wine Shop Point-of-Sale computers and users.
• Provide Systems Administration support.
• Evaluate and install patches on desktop equipment. Evaluate, install and maintain anti-virus software.
• Monitor Exchange server and mail routing.
• Review and maintain Enterprise Firewalls (both Spam and Web Filter).
• Provide administrator level service and support for network infrastructure across all locations.
• Provide cell phone, IP phone and digital telecommunication support.
• Follow safe work procedure and practices and report all unsafe working conditions/hazards to the reporting Manager.
  We are conducting an internal and external search simultaneously. We wish to thank all applicants for their interest; only those applicants selected for an interview will be contacted.

Please refer the Job description for details