Tier 1 Support Technician

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 a Tier 1 Support Technician.  In the position of Tier 1 Support Technician, you will work independently or with a small team to support all national and international facilities to solve technical issues. Your primary tasks include ensuring that facilities are running at optimal levels, watching facility cameras to catch issues proactively, providing on-call support, and helping on-site staff navigate through technical fixes. This is a full-time and permanent position. 

The Duties and Responsibilities: 

Facility Support

• Working in the support office, remotely helping facilities

• Watching facility cameras and catching malfunctions proactively and ensuring workplace standards are adhered to

• Reaching out to staff to provide support if issues are noticed prior to being contacted

• Receiving support calls and service desk requests from facilities and providing timely resolutions to ensure facility returns to running at optimal levels

• Troubleshooting issues that arise in the moment and getting rooms back up and running as quickly as possible to avoid negatively affecting customer experience

• Assisting with facility updates, as required

• Other tasks and duties as assigned

Quality Assurance

• Completing documentation of support calls and service desk requests accurately

• Ensuring to communicate effectively with facility staff at all levels of understanding

• Providing helpful and insightful support to facilities while maintaining a level of professionalism

• Following up on issue resolution to ensure that the problem is not repeated

• Documenting repeat issues with appropriate team members at a higher level

The Qualifications:

• 2 or more years of previous experience in a similar role is required

• Demonstrated proficiency in hardware troubleshooting

• Demonstrated proficiency in recognizing software and hardware issues

• Experience with wiring such as CAT5 is strongly preferred

• Experience with network troubleshooting is strongly preferred

• 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
• Strong communication in English
• Ability to communicated in French or Spanish in addition to English is an asset

The Perks: 

• Competitive Salary
• Benefits package
• Paid time off
• Casual dress 
• Employee discount
• On-site parking

About Activate: 

Taking entertainment into the future by fusing technology and physical activity together to create live-action gaming experiences, Activate is a technology company building interactive gaming facilities with locations across Canada and the US.  For more information about Activate, please visit www.playactivate.com or check us out on Instagram - @activategames/Facebook @activategames. 

We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.