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Technical Support Analyst Level II - Cineplex Digital Media (OPS27)

Location: Cineplex Digital Media
City: London or Waterloo, Ontario

Technical Support Analyst Level II - Cineplex Digital Media (OPS27)

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.

Cineplex Digital Media (CDM) is a fully integrated, in-store digital merchandising provider with well over a decade of research, development and design experience. We provide strategically designed installations and customized creative to enable brands to effectively communicate with audiences in ways they never imagined. Using proprietary, state-of-the-art technology, and patented software, we have developed some of the world's largest and most complex digital merchandising networks.

Cineplex Digital Media, a division of Cineplex, is currently recruiting for a Technical Support Analyst Level II , reporting to the Director, Technical Support. This position will be based at our Cineplex Digital Media (CDM) office located in Waterloo, ON or London, ON.

This is a customer support position involved in the support and maintenance of CDM's client networks. It is suitable for someone with previous technical support experience. You are an excellent communicator and have strong interpersonal and technical trouble shooting skills. In this role, you will monitor CDM client digital signage equipment and work with our support team to expediently restore failed units back to service. The CDM Technical Support Centre functions 24/7 and therefore all employees must be willing and able to work shifts and have their own transportation.

Position Responsibilities
  • Proactively monitor the health of CDM digital signage networks
  • Provide technical customer support via telephone, email and other communication methods
  • Manage incoming and outgoing customer calls and triage of related problems
  • Perform remote diagnostics and repairs using various software and knowledge base tools
  • Manage trouble tickets and create related supporting records
  • Manage the timely shipment of spare parts and equipment
  • Commission new locations
  • Provide technical and political escalation point for client issues
  • Root cause analysis
  • Technical quality reviews on trouble tickets
  • Contribute to knowledge base and other technical support related documentation
  • Conduct case reviews with team to ensure progress to resolution
Education and Experience
  • College Diploma or Equivalent Experience
  • 3-4 years minimum relevant experience in a technical role
  • Strong network troubleshooting skills in a client / server architecture.
  • Linux experience considered an asset
  • Excellent customer interaction skills (verbal and written)
  • High aptitude and interest to learn new technology and related troubleshooting methods with limited supervision
  • Experience in remote based troubleshooting
  • Team player possessing great problem solving, organizational & time management skills
  • Capable of handling a challenging, real-time environment on a daily basis
  • Ability to determine and manage multiple priorities in an efficient manner
  • Experience with digital signage platforms and networks considered an asset
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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