SERVICE DESK TIER 2 - POS - L2 SUPPORT CANADA (FRENCH) L3

Position Description.
SD L 2 – Job Description Dedicated for Pilot Programs Hypercare effort.
Participate in prioritization of Pilot programs and manage/allocate bandwidth accordingly.
Performs ongoing knowledge development, and special support related to projects.
Works with Retail Systems and other departments as directed, to support related projects and activities.
Works with the Training Lead to identify, create, and test new knowledge resources with the intent to improve first call resolution at the help desk level Works with the Training Lead to identify, create, and test new knowledge resources with the intent to improve first call resolution at the help desk level Provides assistance/coaching to Help Desk Technicians when needed.
Dedicated for Pilot Programs Hypercare effort.
Understand the architecture POS, Back Office, Central Office, XML, Mobile Interface, API awareness, PL/SQL scripts, DB objects & Batch jobs Should be aware of Day-to-Day operations of POS, peripherals and payment terminals should be good in resolving the daily support issues.
Conduct emergency bug fixes that impact production (if needed).
Proactively check logs and dashboard patterns, identify potential issues, and fix the same Identify gaps in alerting - work closely with engineering teams to fill the gaps.
Conduct root-cause analysis with detailed documentation.
Check if alerts are in place for all application anomalies.
Identify monitoring opportunities and implement the same.
Create a knowledge base (SOPs and runbooks) for Production support.
Work on enhancements requests - coordination Desired.
Exposure to Retail POS and retail payments environment Loyalty / Campaigns / promotions configurations setup and operations POS back office and POS functional awareness HW/firmware, Advertisements, Campaign related, Integration with point of sale Lift.
Specialization on promotions and campaigns; advertisements Skills.
English French Incident Management Leadership RTAC (Remote Desktop) Service Request Management MS Remote Desktop Services What you can expect from us.
Insights you can act on While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes.
We call our employees “members” because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of.
This has been our Dream since , and it has brought us to where we are today—one of the world’s largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings.
We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities.
As an equal opportunity employer, we empower all our members to succeed and grow.
If you require an accommodation at any point during the recruitment process, please let us know.
We will be happy to assist.
Ready to become part of our success story? Join CGI—where your ideas and actions make a difference.