IT Support Specialist

Great Canadian Entertainment; Golden Horseshoe; On-site; CAD 50,000 - 75,000; Full time

Job summary

Great Canadian Entertainment is seeking an IT Site Support Specialist to provide essential technical support across various locations. This role involves troubleshooting, system administration, and ensuring optimal performance of technology systems. The ideal candidate will have a strong IT background, excellent communication skills, and a commitment to customer satisfaction in a dynamic workplace.

Benefits

Inclusive and collaborative environment

Tools and technology to excel

Opportunities to learn from industry leaders

Support for innovation and diversity

Dynamic workplace

Qualifications

• 2-5 years of experience in IT support & customer service.
• Customer-centric and personable.
• Certifications such as MCSA: Windows 10, UWP, ITIL, & A+ are assets.

Responsibilities

• Deliver 1st & 2nd level technical support.
• Perform troubleshooting for application, system, & network environments.
• Manage Crestron & Samsung Lynk cloud platforms.

Skills

Technical expertise

Excellent communication skills

Customer satisfaction

Strong troubleshooting skills

Education

Post-secondary education in IT

Tools

MS Office

Windows

Azure

Job description

Position Summary

Reporting to the Manager, IT Support Services, the IT Site Support Specialist plays a critical role in delivering 1st & 2nd level technical support to maintain the smooth operation of technology systems & devices across our entertainment locations & home office. This position is responsible for ensuring adherence to policies & procedures while fostering a safe & welcoming work environment. The ideal candidate will bring technical expertise, excellent communication skills, & a commitment to customer satisfaction.

Key Accountabilities

Gaming & Guest Systems Support:

• Provide comprehensive support for all back-end Gaming, Hotel & POS systems.
• Support Gaming Management workstations, peripherals, & customer-facing devices (ticket redemption, jackpot, cash advance, ATMs, & marketing kiosks).
• Support audio/video platforms to ensure optimal performance.
• Manage Crestron & Samsung Lynk cloud platforms for AV systems.

End User Troubleshooting & Issue Resolution

• Perform initial assessment of service desk requests.
• Perform troubleshooting for application, system, & network environments.
• Define & resolve IT issues, escalating when required.
• Review & act on support tickets, escalating when necessary.
• Address user hardware & software issues, including executive support (white glove, on-site, remote, & over-the-phone).

Hardware Support

• Prepare & image new hardware.
• Set up workstations & laptops for new hires.
• Update firmware & perform preventative maintenance on printers.
• Maintain printer supplies, toner, & paper.
• Administer Intune for mobile devices.
• Support mobile devices, including cell phones & tablets.
• Install & support VOIP systems.
• Support Meeting Room Devices during conferences & public events.

System & Network Administration Tasks

• Perform O365 admin tasks, including in the O365 Admin Portal, Exchange Admin Center, & Teams Admin Center.
• Manage mailboxes, email groups, & user roles in Active Directory.
• Patch network cables, cross-connect Bix panels, & configure data lines for VLANs.

Documentation & Knowledge Sharing

• Create knowledge articles & training documentation.
• Maintain knowledge of utilized technologies.
• Identify opportunities & propose solutions for IT process improvements.
• Record investigative, diagnostic, & corrective activities for all IT issues.

System Deployment & Vendor Coordination

• Perform system deployment activities remotely or on-site.
• Collaborate with vendors & internal resources for site-based solutions.
• Coordinate device installation & troubleshooting with vendors.

Other Duties & Projects

• Perform other duties as assigned.
• Participate in projects & initiatives.
• Take part in a 24-hour on-call rotation.

Education And Qualifications

• 2-5 years of experience in IT support & customer service.
• Azure experience preferred.
• Post-secondary education in IT or equivalent experience.
• Customer-centric, personable, with a passion for IT innovation & self-improvement.
• Effective communication skills.
• Proficiency in MS Office & Windows.
• Strong troubleshooting skills in Microsoft Windows, network, workstation & laptop technologies.
• Certifications such as MCSA: Windows 10, UWP, ITIL, & A+ are assets.
• Valid Class G Driver’s License.

About Us

Who we are!

Great Canadian has grown since 1982 into a leading gaming and entertainment company in Canada, with 25 properties across multiple provinces, over 16,000 slot machines, 575 table games, 71 dining amenities, and over 500 hotel rooms. We aim to be the leading gaming, entertainment, and hospitality company by providing superior value and experiences.

What's in it for you?

• An inclusive, collaborative environment that encourages creativity and celebrates success.
• Tools and technology to help you excel.
• Opportunities to learn from industry leaders.
• Support for innovation and diversity.
• A fun, dynamic workplace.

We are committed to inclusivity and diversity, ensuring all employees and customers feel valued and respected. Qualified applicants will be considered regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability. Only those selected for an interview will be contacted. Thank you for your interest in Great Canadian Entertainment.