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 bilingual Tier 1 Support Technicians. As a Tier 1 Support Technician at Activate Games Inc., you will be an integral part of our technical support team, playing a key role in ensuring the optimal functioning of national and international facilities. This entry-level position is ideal for individuals with a passion for technology, excellent problem-solving skills, and a commitment to delivering exceptional support to our facilities.
The Duties and Responsibilities:
Facility Support
- Provide remote assistance to facilities.
- Receive support calls and service desk requests from facilities, ensuring timely resolutions to maintain optimal facility operations.
- Troubleshoot technical issues promptly to minimize disruptions and enhance customer experiences.
- Communicate updates and changes to facilities related to product changes impacting gameplay, as requested.
Quality Assurance
- Complete accurate documentation of support calls and service desk requests.
- Communicate effectively with facility staff at all levels, providing professional and helpful technical assistance.
- Serve as a strong technical resource during navigation discussions.
- Follow up on issue resolutions to prevent recurrence.
Escalation and Collaboration:
- Collaborate with Tier 2 support for in-depth technical issues requiring escalated support.
- Efficiently escalate issues to the Development Team or Installation Team as needed.
- Provide detailed documentation and context for escalated issues to ensure a smooth transition for resolution.
- Work closely with other support tiers, fostering a collaborative environment to address complex technical challenges effectively.
The Qualifications:
- 0-6 months of experience in a related field.
- Demonstrated proficiency in hardware and software troubleshooting.
- Strong verbal and written communication skills in both English and French.
- Previous experience in completing documentation on computers, handling support calls remotely, and providing virtual assistance.
- Post-secondary certificate or diploma; preferred but not required.
- 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.
The Perks:
- Competitive Salary
- Employee discount
- On-site parking
This role offers an excellent opportunity for individuals with a technical aptitude to kickstart their career in a dynamic and supportive environment. If you have the required skills and are eager to grow in a technical support role, we encourage you to apply.
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 http://playactivate.com/ or check us out on Instagram - @activategames/Facebook @activategames.
Activate is an equal opportunity employer. All qualified applicants will receive consideration for employment. Activate is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs and activities. To request reasonable accommodation for a protected characteristic, contact [email protected] which is an email monitored for this purpose.
We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.
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