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CM
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Added 32 mins ago
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JD Sports Canada

Tier 2 IT Support

Vancouver, BC, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 25, 2026
Experience: 2–4 years of experience in IT support, help desk or technical support, including Tier 2 or escalation-level work
Posting language: English
Posted: Oct 26, 2026

Original job description

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

Apply About employer

More about this job

Responsibilities

Provide Tier 2 support and resolve escalated hardware, software, network, and retail systems issues across the head office, warehouse, and stores. Manage devices, accounts, tickets, assets, documentation, and hardware deployments, while supporting store openings, projects, root cause analysis, and scheduled on-call coverage.

Requirements

Requires 2–4 years of IT support experience, including Tier 2 or escalation work, and strong troubleshooting skills across Windows, Microsoft 365, hardware, and networking. Experience with Intune/Entra ID, Google Workspace, ticketing systems, and retail hardware is sought; a high school diploma or equivalent is required, with post-secondary IT education preferred.

Skills

Tier 2 Technical Support
Windows 10/11
Microsoft 365
Microsoft Intune
Microsoft Entra ID
Google Workspace
Hardware Troubleshooting
Network Troubleshooting
DHCP, DNS, VLANs, And Wi-Fi
Point-Of-Sale Systems
Zebra Handheld Devices
IT Ticketing And Service Management
Root Cause Analysis
Cisco Meraki
PowerShell Scripting
Customer Service And Communication

Visa sponsorship

Not detected in the job text

Keywords

Tier 2 IT Support
Help Desk
Windows 10/11
Microsoft 365
Microsoft Intune
Microsoft Entra ID
Google Workspace
DHCP
DNS
VLANs
Wi-Fi
Point-Of-Sale Systems
Jesta
Zebra Handhelds
Android Device Management
Cisco Meraki
Jira Service Management
ITSM
PowerShell
Root Cause Analysis
Knowledge Base Documentation
IT Asset Register
Hardware Imaging And Staging
New Store Openings
On-Call Support
Ticket Prioritization
Access Management
Device Management
Retail Technology

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