Title: Bilingual Senior Technical Support Analyst
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 – Hybrid, with 4 days onsite in Richmond Hill, subject to the hybrid policy.
Some of what you will get:
Associate discount
Health and Dental benefits
RRSP/DPSP
Performance bonuses
Learning & Development programs
And more...
#MakeAnImpact
About Us
Skills Required
- Degree or Diploma in Computer Networking or related discipline
- 2-3 years experience at Staples Canada Support Centre or equivalent experience
- Experience supporting end-users for PC and server applications and hardware
- Experience with Point-of-Sale systems, AS400, telecommunication systems, networks, and RF scanners
- Willingness to work weekends, evenings, day shifts and participate in four-week on-call pager rotation
- A+, Network+, CCENT, or MCP certification
- Staples store experience
- Hybrid work arrangement with four days onsite in Richmond Hill
Staples Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Staples and has not been reviewed or approved by Staples.
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Wellbeing & Lifestyle Benefits — Wellbeing offerings are described as broad, including wellness reimbursements, emotional support and coaching, legal services, identity theft protection, and pet insurance. Employee discounts and select on-site amenities are also positioned as meaningful add-ons beyond basic coverage.
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Leave & Time Off Breadth — Time-off provisions are presented as relatively expansive, including paid time off, company-recognized holidays, and a personal or flexible holiday option. Vacation that grows with tenure and PTO flexibility are highlighted as valued elements.
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Inclusive Benefits Coverage — Healthcare benefits explicitly include gender-affirming care alongside medical, dental, and vision coverage. Family and caregiver programs also include support that references LGBTQ+ considerations and broader life-stage needs.
Staples Insights
What We Do
For nearly 40 years, Staples has been a trusted leader in delivering end-to-end workplace solutions for consumers and businesses of all sizes across a broad range of industries. The company provides a comprehensive portfolio of products, strategic solutions, and services including print and marketing, shipping, technology, and travel. Its specialized assortment includes high-quality office supplies, janitorial products, technology, furniture, and breakroom essentials, all supported by best-in-class supply chain capabilities and a dedicated team of experts committed to making the workday easier. Headquartered near Boston, Massachusetts, Staples operates throughout North America via direct B2B sales, e-commerce, and more than 900 retail stores. To learn more, visit your local U.S. Staples store, download the Staples app, explore Staples.com or StaplesBusiness.com, or follow @Staples on social media.
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