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Analyst, End User Technical Support (Waterloo, ON)

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Location: Cineplex Digital Media
City: Waterloo, Ontario

Analyst, End User Technical Support (Waterloo, ON)

Cineplex is one of Canada's leading entertainment companies and operates numerous businesses including theatrical exhibition, food service, amusement gaming (Player One Amusement Group), alternative programming (Cineplex Events), traditional and digital media (Cineplex Media and Cineplex Digital Media), out of home leisure and entertainment (The Rec Room), eSports (World Gaming), and home entertainment content (CineplexStore.com). Cineplex is also a joint venture partner in SCENE - Canada's largest entertainment loyalty program.

We are proudly a Canadian company with approximately 13,000 employees in Canada and the US, and we offer competitive compensation, incentive and benefits programs. To learn more about Cineplex 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. Please Note: This opportunity is located at our Cineplex Digital Media office at 137 Northfield Dr. West, Waterloo, Ontario N2L 5A6. In addition, you will be expected to travel regularly to our office in London, ON as well as occasionally to Toronto, ON.

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 160+ 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 or End 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.
  • Experience with Printer Technologies would be an asset (NCR, Xerox, etc.).
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 able to travel to London, Ontario regularly for Support.
  • Must be able to travel to Toronto, Ontario occasionally.
  • 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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