THE TEAM
JD Sports is a sports-fashion retail company with the incentive to inspire the emerging generation of globally minded consumers through a connection to the universal culture of sport, music and fashion. Established in 1981, the JD Group is a leading global omnichannel retailer of sports, fashion and outdoor brands. With our retail stores expanding and evolving across Canada, the Group is continuously finding and developing talent that adds to its inclusive and diverse work culture. JD continuously sets the global standard for retail experience through the unique delivery of the world's most authentic brands to the market. Our commitment to showcasing brands in a premium environment and stores remains a key part of the JD strategy.
ABOUT THE ROLE
The Tier 2 IT Support role provides advanced technical support and troubleshooting across JD Sports Canada (JD Sports, size?, Livestock), supporting our head office, warehouse and 60+ retail stores, and acts as the escalation point for Tier 1. This role supports day-to-day IT operations, assists with infrastructure and systems maintenance, and works closely with internal teams to deliver reliable, efficient technical solutions, especially through peak periods.
This is a broad role across store systems, devices, hardware and new store openings. Over time, you may take ownership of an assigned area (e.g. stores, office or warehouse systems).
DUTIES AND RESPONSIBILITIES
- Escalations: act as the escalation point for Tier 1, resolving complex hardware, software and network incidents across head office, warehouse and retail stores
- Root cause and knowledge base: systematically review recurring, high-impact issues, perform root cause analysis (RCA), and create and maintain knowledge base documentation so Tier 1 can resolve them going forward
- Tickets and service levels: manage and prioritize support tickets to meet service levels, responding to issues and requests in a timely, professional way
- Store systems: support POS terminals, back-of-house PCs, receipt and label printers, pinpads, Zebra handhelds and in-store displays
- Devices and identity: manage devices and users in Microsoft Intune / Entra ID and Google Workspace; troubleshoot Windows and Microsoft 365
- Hardware and staging: image, configure and ship hardware for new stores, replacements and new hires; maintain workstations, peripherals and network-connected devices
- New store openings: support store setups from staging through to opening day
- Network: troubleshoot store connectivity alongside our network team (Cisco Meraki)
- Vendors and relationships: build strong relationships with departments, vendors and suppliers; coordinate on-site repairs and installs, including writing clear scopes of work
- Assets and documentation: maintain the IT asset register, plus technical documentation, troubleshooting guides and support procedures
- Access: support onboarding, offboarding and access requests in line with IT and HR processes
- Projects and improvement: collaborate on projects, upgrades and deployments; recommend or build fixes for recurring issues (scripts, automation, process improvements)
- On-call: provide on-call or after-hours support as scheduled
JOB REQUIREMENTS
- 2–4 years of experience in IT support, help desk or technical support, including Tier 2 or escalation-level work
- High school diploma or equivalent; post-secondary education in IT or a related field preferred
- Strong troubleshooting across Windows 10/11, Microsoft 365, hardware and networking fundamentals (DHCP, DNS, VLANs, Wi-Fi)
- Experience administering Microsoft Intune / Entra ID and Google Workspace
- Experience with IT ticketing systems and service management processes
- Experience supporting retail hardware (POS systems, Zebra handhelds, printers) in a multi-site environment highly preferred
- An ownership mindset: you follow issues through to resolution, find root causes, and keep people informed
- Strong customer service and communication skills, with the ability to explain technical issues clearly
- Excellent organization, multitasking and prioritization skills; flexible and adaptable with competing priorities
- Able to work independently and as part of a team
- Availability for a rotating on-call weekend schedule, and the ability to travel between Vancouver HQ, the Coquitlam warehouse and local stores
NICE TO HAVE
- Retail or POS experience (Jesta or similar)
- Cisco Meraki and Zebra/Android device management
- PowerShell or other scripting
- Jira Service Management or similar ITSM tools
- Experience using AI tools to improve workflows
- Valid drivers licence
WHY JOIN US
- A fast-paced retail environment, with three brands under one roof
- Hands-on work with a modern stack (Intune, Meraki, Jira Service Management), and room to build solutions
- A supportive, collaborative IT team, with room to grow and specialize
