End User Technical Support Specialist (Contract to March 31, 2020)

  • 1303 Yonge St, Toronto, ON M4T 1X3, Canada
  • Contract

Company Description

Cineplex (TSX:CGX) is a top-tier Canadian brand that operates in the Film Entertainment and Content, Amusement and Leisure, and Media sectors. A leading entertainment and media company, Cineplex welcomes over 70 million guests annually through its circuit of theatres and location based entertainment venues across the country. In addition to being Canada’s largest and most innovative film exhibitor, Cineplex also operates successful businesses in digital commerce (CineplexStore.com), food service, alternative programming (Cineplex Events), cinema media (Cineplex Media), digital place-based media (Cineplex Digital Media), amusement solutions (Player One Amusement Group) and an online esports platform for competitive and passionate gamers (WorldGaming Network). Additionally, Cineplex operates a location based entertainment business through Canada’s newest destination for ‘Eats & Entertainment’ (The Rec Room), and will also be opening new complexes specially designed for teens and families (Playdium) as well as exciting new sports and entertainment venues across Canada (Topgolf). Cineplex is a joint venture partner in SCENE, Canada’s largest entertainment loyalty program.

Proudly recognized as having one of the country’s Most Admired Corporate Cultures, Cineplex employs approximately 13,000 people in its offices across Canada and the United States. To learn more visit Cineplex.com or download the Cineplex App.

Job Description

Our Team

The Chief Digital and Technology Office is a newly formed team with the objective of partnering with the entire Cineplex ecosystem to connect our corporate strategy, customer and business objectives with the development, delivery and operations of our Data, Digital and Technology Platforms and Processes. We have an exciting path ahead and this role offers the opportunity to truly make your mark at an iconic Canadian company.

The Information Technology department has an immediate opening for the position of End User Technical Support Specialist, reporting directly to the Manager, End User Technical Support. Please note: this is a contract opportunity to March 31, 2020. 

The successful candidate will be responsible for providing day-to-day 2nd level support as well as assist in the deployment of new theatre and corporate systems.   

The specific responsibilities include:

Corporate:

  • Address and resolve issues escalated by our 1st level helpdesk (Cineplex Call & Monitoring Centre) from our head & regional offices.
  • Providing support to users in person as well as remotely using various software tools.
  • Providing hardware support to a wide array of hardware systems such as PC’s, iMac’s, laptops, printers.
  • Ensure our help desk tracking software “CRM” is updated and maintained according to corporate guidelines.
  • Participate in system deployments including PC/laptop upgrades, printer replacements and network upgrades.
  • Work closely with internal IT resources and third-party vendors in resolving Hardware / Software issues.
  • Participate in any projects and duties as assigned by IT Management.

Theatre / Location Based Entertainment:

  • Address and resolve issues escalated by our 1st level helpdesk (Cineplex Call & Monitoring Centre) from any of our 160+ theatre locations.
  • Providing remote support to users using various software tools.
  • Providing hardware support to a wide array of hardware systems such as PC’s, laptops, printers, POS terminals, kiosk printers, etc.
  • Participate in system deployments including POS rollouts /upgrades, PC/laptop upgrades, printer replacements and network upgrades.
  • Work closely with internal IT resources and third-party vendors in resolving Hardware / Software issues.
  • Participate in any projects and duties as assigned by IT Management.

Qualifications

Knowledge and Skill Requirements:

Education

  • University / College education in a computer related course of study or equivalent experience required.
  • MCTS/MCITP certification would be an asset.

Experience:

  • 3-5 years of I.T. related, Help Desk or End Support.
  • Training / customer service experience demonstrating application functionality.
  • Experience in writing User Guide and Procedural documentation.
  • Experience with POS system support would be an asset.
  • Experience with Vista POS Software would be an asset.
  • Experience with Printer Technologies would be an asset (NCR, Xerox, etc.).

Skills:

  • Must be proactive and possess strong interpersonal, customer service, communication, and organizational skills.
  • Must possess excellent writing and verbal presentation skills.
  • Must be self-motivated.
  • Must be able to quickly acquire an in-depth knowledge of multiple custom applications.
  • Must be proficient with Window Operating Systems, MS office, and support tools.
  • Must be able to handle multiple priorities and manage available resources accordingly in a fast-paced environment.

Other

  • Some on-call support required.
  • Some off-hours work required.
  • Occasional travel within Canada required

Additional Information

Interested applicants please apply today.

While we appreciate all interest, only those candidates selected for an interview will be contacted. As part of Cineplex Entertainment’s standard recruitment process, suitable candidate(s) will be required to undergo pre-employment screening as a condition of employment or promotion.

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