TECHNICIAN, ICT

Key Accountabilities

• Coordinate end-user support and problem resolution via telephone, email, and other communication channels to ensure effective integration of Information Systems across the company

• Serve as the first level of ICT operational support, including troubleshooting, resolution, escalation, and coordination of technical issues across theatre and CSC environments.

• Maintain the IT ticket management system, ensuring all work orders are accurately logged and tracked from submission through resolution

• Escalate unresolved or high-priority issues to ICT leadership in accordance with ICT escalation procedures.

• Maintain up-to-date inventory records of all IT equipment deployed and in use throughout the company

• Coordinate the shipping, receiving, and distribution of IT equipment to and from theatres and end users

• Assist in hardware imaging and configuration for machines requiring maintenance or deployment

• Support the proper operation and monitoring of Information Systems, including adding, removing, and upgrading software to align with business needs

• Help develop and maintain strong working relationships with hardware and software vendors, ensuring timely ordering and shipment of equipment and parts

• Coordinate support for miscellaneous software systems including digital signage, Preshow, LCD systems, printers/scanners, and showtime monitor software

• Assist in the preparation and distribution of end-user technical documentation and training materials

• Support Microsoft Office and other company-wide software platforms as needed

• Participate in ICT project initiatives including system development, upgrades, migrations, testing, documentation, and operational rollout support.

• Assist with identifying recurring support trends and recommending process improvements to enhance operational efficiency and end-user experience.

• Collaborate with ICT leadership and fellow team members on both operational support activities and project execution priorities.

• Participate in on-call rotation to ensure evening and after-hours technical issues are addressed and resolved in a timely manner

• Travel to various theatre locations to provide on-site technical support – travel may be up to 75% of workweek

• Completion of a post-secondary school program or diploma in Computer Science, Information Systems or related field

• Comfortable with Active Directory, DNS, DHCP, Group Policy, and SQL

• Knowledge of computer hardware and software systems and programs including the Microsoft suite of products is required, as well as working knowledge of Windows OS and PC configurations

• Proficient in Microsoft Word, Excel, Outlook and Power Point, Microsoft Certified Professional (MCP) certification would be considered an asset

• Ability to analyze and solve problems remotely, and explain problems and solutions clearly with end-user friendly language

• Excellent written, verbal and listening communication skills, with the ability to work in a team environment with changing priorities.

• Ability to manage multiple operational and project-related priorities in a fast-paced environment.

• Demonstrate willingness to learn new technologies, processes, and areas of technical specialization.