Welcome Home!

We’re more than Canada’s largest independent hardware and building supplies retailer—we’re part of communities across the nation.

Solve Smarter. Support Better.

As a Senior Application Support Analyst, you will provide exceptional service and technical support to Home Hardware stores across Canada, ensuring the reliable operation of software, hardware, and network services. Acting as a key escalation point, you will troubleshoot complex issues, support system stability, and partner with internal teams and vendors to deliver effective, timely solutions. Led by the Supervisor, Application Support, this role is suited to a technically strong, customer-focused professional who enjoys resolving technical challenges and supporting the day-to-day needs of store operations.

Ready to make an impact in a new role? Here’s how:

• Provide excellent phone and email support ensuring all customers are effectively assisted in a timely manner.
• Monitor incoming requests and set priority based on established criteria.
• Diagnose software, hardware, and networking support requests and escalate to management or third-party service providers as needed.
• Maintain accurate records of all support requests and actions taken.
• Assist with software and hardware upgrades (during and after hours).
• Provide Level 2 after-hours support for the primary pager Team Member on a rotating basis.
• Provide Level 2 support when there is an escalation from Level 1 Retail Helpline support.
• Support stores across Canada with technical issues across hardware, network, and software environments.
• Recognize request trends and escalate to management.
• Provide support for and participate in software and hardware evaluations and testing.
• Participate in request review and prioritization with Development.
• Recognize and recommend improvements to reduce request volumes or increase customer satisfaction.
• Assist with customer escalations and overall request management.
• Stay current in relevant technologies and areas of expertise.
• May be required to work irregular hours to install software and hardware products, maintain service levels across the country, and provide off-hours support.

We’re looking for:

• Post secondary education in Business, Information Technology or Computer Science are an asset.
• A minimum of three to five years of progressive experience in application or technical support.
• Strong experience supporting hardware, software, and networking environments.
• Solid understanding of networking concepts and infrastructure.
• Experience working with Linux-based systems (e.g., SUSE Linux) and/or Linux environments.
• Hands-on technical support experience across retail or multi-site environments is an asset.
• Familiarity with Home Hardware systems is considered an asset.
• Fortinet Network Security Expert (NSE) certification or similar networking/security certifications are an asset.
• Strong customer service mindset with excellent communication and problem-solving skills.
• Ability to work independently and as part of a team.
• Strong organizational skills with the ability to prioritize and manage multiple requests.
• Willingness and ability to work flexible hours, including after-hours support as required.
• The ability to be onsite three days a week at our corporate office in St. Jacobs, to accommodate our hybrid working model.

How we’ll make you feel at Home

Our Team Members enjoy life at Home with our strong culture of support and inclusion, excellent benefits, and a team that always has your back. You will receive:

• The expected starting salary range for this role is $63,400 - $83,300; the final offer will reflect relevant skills and experience.
• Eligible for the annual bonus program.
• Comprehensive Benefits Program including:
• • Health, Dental, Vision, Paramedical, Disability coverage, Out of Country Travel Insurance, Life Insurance, Employee Family Assistance Program.
• Defined Contribution Pension Plan with Company Match, and choice of contribution level.
• Group RRSP.
• Discount at our Corporate Retail Store in St. Jacobs.
• Home & Auto Insurance discounts.
• Competitive vacation time.
• Personal and sick time.
• Employee Discount Program through Venngo WorkPerks.

This job posting is for an existing vacancy within our organization.

Bring your unique skills, thrive with interesting and challenging work, and experience what it’s like at Home. Apply today - this is a great opportunity to join a proudly Canadian company that is 100% ready to help you build your future.

Home Hardware recognizes the value of a diverse team. We believe that different perspectives, backgrounds, and experiences make us stronger as an organization. Applicants representing the full diversity of communities in Canada are encouraged to apply with confidence. Please let us know if you require accommodation during the recruitment process.

Canadians call us Home Hardware. We call it Home.

#HP