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Location Cineplex Entertainment Home Office
City Toronto
Province Ontario [ON]
Title Analyst, End User Technical Support
Position Description
About Cineplex Entertainment: Cineplex Entertainment Limited Partnership has grown tremendously over the past few years to become the #1 theatre exhibition company in Canada, serving more than 70 million guests annually. Proudly Canadian and with a workforce of approximately 10,000 employees, the Cineplex family of theatres includes the following: Cinema City, Cineplex Odeon, Coliseum, Colossus, Famous Players, Galaxy, SilverCity and Scotiabank Theatres. Our company offers competitive compensation and incentive programs coupled with comprehensive benefit programs, which includes health and dental plans. To learn more about Cineplex Entertainment please visit our website at www.cineplex.com.
 
The Information Technology department has an immediate opening for the position of End User Technical Support Analyst reporting directly to the Manager, End User Technical Support.
 
The successful candidate will be responsible for providing day to day 2nd level helpdesk support as well as assist in the deployment of new theatre and corporate systems. The specific responsibilities include:
 
Corporate: 
  • Address and resolve issues escalated by our 1st level helpdesk (Cineplex Call & Monitoring Centre) from our head & regional offices.
  • Providing support to users in person as well as remotely using various software tools.
  • Develop and maintain and in-depth understanding of end user applications such as Microsoft applications, proprietary applications, and various custom third party applications.
  • Providing hardware support to a wide array of hardware systems such as PC’s, iMac’s, laptops, printers.
  • Ensure our help desk tracking software “CRM” is updated and maintained according to corporate guidelines.
  • Utilize software tools for proactive support and to correct issues remotely.
  • Participate in the creation of end user documentation and internal process documentation for corporate systems.
  • Participate in system deployments including PC/laptop upgrades, printer replacements and network upgrades.
  • Manage desktop & printer standard configurations, desktop images, inventory and make procurement recommendations.
  • Work closely with internal IT resources and third party vendors in resolving Hardware / Software issues.
  • Participate in the development, Quality Assurance testing and implementation process of new applications.
  • Participate in any projects and duties as assigned by IT Management.
 
Theatre: 
  • Address and resolve issues escalated by our 1st level helpdesk (Cineplex Call & Monitoring Centre) from any of our 130+ theatre locations.
  • Providing remote support to users using various software tools.
  • Develop and maintain an in-depth understanding of end user applications including proprietary applications, Vista POS software, Microsoft applications, and various custom third party applications.
  • Providing hardware support to a wide array of hardware systems such as PC’s, laptops, printers, POS terminals, kiosk printers, etc.
  • Utilize software tools for proactive support and to correct issues remotely.
  • Participate in the creation of end user documentation and internal process documentation for theatres.
  • Participate in system deployments including POS rollouts /upgrades, PC/laptop upgrades, printer replacements and network upgrades.
  • Manage desktop & printer standard configurations, desktop images, inventory and make procurement recommendations.
  • Work closely with internal IT resources and third party vendors in resolving Hardware / Software issues.
  • Participate in the development, Quality Assurance testing and implementation process of new applications.
  • Participate in any projects and duties as assigned by IT Management.
 
Knowledge and Skill Requirements:
 
Education
  • University/College education in a computer related course of study or equivalent experience required.
  • MCTS/MCITP certification would be an asset.
 
Experience:
  • 3-5 years of I.T. related, Help Desk Support.
  • Training / customer service experience demonstrating application functionality.
  • Experience in writing User Guide and Procedural documentation.
  • Experience with POS system support would be an asset.
  • Experience with Vista POS Software would be an asset.
 
Skills:
  • Must be proactive and possess strong interpersonal, customer service, communication, and organizational skills.
  • Must possess excellent writing and verbal presentation skills.
  • Must be self-motivated.
  • Must be able to quickly acquire an in depth knowledge of multiple custom applications.
  • Must be proficient with Window Operating Systems, MS office, and support tools.
  • Must be able to handle multiple priorities and manage available resources accordingly in a fast paced environment.
 
Other
  • Must be willing to travel.
  • Some on-call support required.
  • Some off-hours work required.
 
Interested applicants please apply today.
 
While we appreciate all interest, only those candidates selected for an interview will be contacted. As part of Cineplex Entertainment’s standard recruitment process, suitable candidate(s) will be required to undergo pre-employment screening as a condition of employment or promotion.
 
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