Tier 1 Support Technician

3 months ago

Winnipeg, Canada Activate Games Full time

Enter the Game

Activate is a tech company known for creating Canada’s first full-scale interactive gaming facility. We are experiencing significant expansion, and are looking to expand our IT team with the addition of bilingual Tier 1 Support Technicians. As a Tier 1 Support Technician at Activate Games Inc., you will be an integral part of our technical support team, playing a key role in ensuring the optimal functioning of national and international facilities. This entry-level position is ideal for individuals with a passion for technology, excellent problem-solving skills, and a commitment to delivering exceptional support to our facilities.

The Duties and Responsibilities:

- Facility Support_
- Provide remote assistance to facilities.
- Receive support calls and service desk requests from facilities, ensuring timely resolutions to maintain optimal facility operations.
- Troubleshoot technical issues promptly to minimize disruptions and enhance customer experiences.
- Communicate updates and changes to facilities related to product changes impacting gameplay, as requested.
- Quality Assurance_
- Complete accurate documentation of support calls and service desk requests.
- Communicate effectively with facility staff at all levels, providing professional and helpful technical assistance.
- Serve as a strong technical resource during navigation discussions.
- Follow up on issue resolutions to prevent recurrence.
- Escalation and Collaboration:_
- Collaborate with Tier 2 support for in-depth technical issues requiring escalated support.
- Efficiently escalate issues to the Development Team or Installation Team as needed.
- Provide detailed documentation and context for escalated issues to ensure a smooth transition for resolution.
- Work closely with other support tiers, fostering a collaborative environment to address complex technical challenges effectively.

The Qualifications:

- 0-6 months of experience in a related field.
- Demonstrated proficiency in hardware and software troubleshooting.
- Strong verbal and written communication skills in both English and French.
- Previous experience in completing documentation on computers, handling support calls remotely, and providing virtual assistance.
- Post-secondary certificate or diploma; preferred but not required.
- Willingness to work irregular hours, primarily evenings and weekends.
- Willingness to to work as early as 9am and as late as 1am, depending on shift.
- Willingness to provide support on-call when other members are unavailable.
- Access to reliable transportation during the mentioned hours.

The Perks:

- Competitive Salary
- Employee discount
- On-site parking

This role offers an excellent opportunity for individuals with a technical aptitude to kickstart their career in a dynamic and supportive environment. If you have the required skills and are eager to grow in a technical support role, we encourage you to apply.

About Activate:

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