Job Description

Job Category: Information Technology
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Position Summary:
Under the general direction of the Manager, IT Support Services, the IT 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 incumbent will bring technical expertise, excellent communication skills, & a commitment to customer satisfaction.
Key Accountabilities:
End User Troubleshooting & Issue Resolution

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

Hardware Support:

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

Gaming & Guest Systems Support

• Provide comprehensive support for all back-end Gaming, Hotel and Point of Sale (POS) systems.
• Support our Gaming Management workstations, peripherals, and customer-facing devices (ticket redemption, jackpot, cash advance, ATM's & Marketing kiosks).
• Support various audio/video platforms to ensure optimal performance.
• Manage Crestron and the Samsung Lynk cloud platforms for AV systems.

System & Network Administration Tasks:

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

Documentation & Knowledge Sharing:

• Create knowledge articles & training documentation to empower end users & enhance the support process.
• Maintain a working knowledge of utilized technologies.
• Identify opportunities and propose solutions for continuous improvement in IT processes & technologies.
• Maintain records of investigative, diagnostic, and corrective activities for all IT issues, including hardware & software.

System Deployment & Vendor Coordination:

• Perform system deployment activities, including remote or on-site installations.
• Collaborate with vendors and internal resources for the deployment of site-based solutions.
• Collaborate with various vendors for device installation & troubleshooting.

General Departmental Support

• Take Service Desk Calls when required.
• Take part in projects and other initiatives.
• Take part in a 24 hour on-call rotation.

Education and Qualifications:

• Minimum 2 to 5 years of experience in IT support & customer service
• Azure experience preferred.
• Post-secondary education in IT or a suitable combination of education & experience.
• Customer-centric, personable individual with a passion for IT innovation & a commitment to self-improvement.
• Ability to exceed internal & external customer expectations through timely, effective & positive service-oriented communication.
• Proficiency in MS Office & MS Windows.
• Strong troubleshooting experience in a Microsoft Windows environment, network, workstation & laptop technologies.
• Certifications such as MCSA: Windows 10 & Universal Windows Platform, ITIL, & A+ certifications would be an asset.
• Valid Class G Driver's License.

About Us:
GREAT ENTERTAINMENT. GREAT PEOPLE. GREAT INVESTMENT. GREAT CANADIAN.
Since our inception in 1982, Great Canadian has grown to be one of the largest and most dynamic gaming and entertainment companies in Canada. With 25 properties across Ontario, British Columbia, Nova Scotia, and New Brunswick, our facilities include over 16,000 slot machines, 575 table games, 71 dining amenities and over 500 hotel rooms. Working closely alongside our crown agency partners, our team of ~8,000 strive to offer the very best gaming, entertainment, dining, and hospitality experiences.
Our Vision is to be the leading gaming, entertainment, and hospitality company in our chosen markets by providing superior entertainment value and exceptional experiences.
Our Mission is to provide outstanding experiences to our guests, rewarding opportunities for our team, and superior value to our shareholders.
What's in it for you?

• We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
• We provide you with the tools and technology needed to delight your clients!
• You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world.
• Freedom to Innovate: supports new and better ways to be successful.
• Be your Authentic Self: environment that values diversity as a source of strength.
• This isn't your typical "corporate" job. We work hard and we have fun!

The only thing we don't play games with.....is your career!
Great Canadian Entertainment is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to employing a workforce that reflects the diversity of our communities in which we live and serve.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.
Please note that due to the volume of applications, only those under consideration will be contacted for an interview.
Thank you for your interest in Great Canadian Entertainment!

Skills Required