Technician, Ict

Position: 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.