IT Tech Support Specialist Level 1

**City Experiences is seeking a IT Tech Support Specialist Level 1 for our City Cruises operation in Niagara.**

**About You**:
This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

**About the Opportunity**:
**Essential Duties & Responsibilities**:

- Assists in the installation, set up and support of network infrastructure including installing and terminating cables, troubleshooting and repairing damaged connections
- Setup, install, test, and troubleshoot low voltage wiring including Cat 5, Cat 6, speaker cables
- Performs timely recognition, isolation, resolution and follow-up of submitted help desk tickets
- Provides detailed documentation of help desk support
- Hardware: Installs, configures, repairs, deploys, and troubleshoots the following:

- Desktop hardware, laptops, and peripherals
- A/V, Cameras, and NVRs
- Payment processing technology: POS stations, self-serve kiosks, credit/debit machines
- Network printers
- Network equipment
- Digital displays, TVs, LED signs
- Smartphones & smart scanners
- Performs incidental repair, warranty management, and warranty repairs as applicable
- Assists with security-related updates or patches
- Creates and updates new or existing documentation
- Utilize network monitoring tools to diagnose and repair network attached devices
- Assists in customer ticketing system testing to ensure it's ready for production
- Assists with the rollout of POS hardware from winter storage to production areas
- Identifies and escalate situations requiring urgent attention
- Maintains backup strategies - monitor regular backups and report status to IT management and systems administration
- Help desk - administer help desk tools and procedures; research and implement enhancements as necessary, onboarding of new users
- User account maintenance - contribute to maintaining user accounts including Windows Active Directory, VPN access, Okta, Office 365
- General peripheral support - product research, incidental maintenance, warranty/outsource service management
- Shipping, recycling, and disposal support for computers, peripherals, IT consumables
- Willing to travel and support other sites in Toronto and Gananoque occasionally if ever necessary
- Adheres to all health and safety regulations
- Works with a safety mindset by following all safety policies, procedures and safety measures (i.e. PPE). Identifies and brings forward risks, hazards and opportunities on the job. Actively participates in health and safety in the workplace
- Maintains a neat, clean and well-groomed appearance (refer to appearance standards in employee handbook)
- Reports to work on time and for all scheduled shifts
- Understands all policies and procedures relating to the employee’s role within the company
- Maintains any applicable licenses and certifications
- Completes any other duties as assigned

**Requirements & Qualifications**:

- Degree/diploma in Computer Science, Engineering or IT related field of study are preferred
- Previous experience at an IT Support or Managed Services Provider is considered an asset
- Ability to prioritize, schedule, coordinate and manage a variety of activities
- Strong customer service orientation is a must.
- Strong interpersonal and communication skills. Familiarity with the correct use of technical terms.
- Good knowledge of LAN/WAN networks, TCP/IP protocols and network technologies
- Familiar with modern versions of Windows and MacOS
- Professional Certifications such as CCNA, MSCE, or Vmware VCP Qualifications are considered an asset
- Ability to reach, bend, stoop, wipe, push, pull, move or lift up to 50 pounds (23 kilograms)
- Walk, stand, sit and work in all types of weather conditions for extended periods
- Continually and repeatedly perform functions indoors and outdoors at a wide range of environments
- If required, wear assigned Personal Protective Equipment (PPE) (i.e. non-slip shoes, gloves, weather appropriate dress attire, sun protection)

**About Us**:
City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

**The RESPECT Service System** embodies City Experiences’ mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

City Experiences is proud to be an Equal Employment Opportunity employer. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of harassment and/or discrimination of any type, including but