Tier 1 Support Technician

Activate Games•Winnipeg, MB

61d•$18 - $21•Onsite

About The Position

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 a Tier 1 Support Technician. Under the direction of the Technical Support Team Lead, the Tier 1 Support Technician is part of a 24/7 global store support team and serves as the first point of contact for national and international store locations requiring technical assistance. The role involves responding to support requests, guiding store staff through troubleshooting, and ensuring timely, professional resolution of issues that directly impact the in-store customer experience. This is a full-time and permanent position with the requirement to work, day, evening, overnight, weekend, and holiday shifts. Team members are normally assigned a consistent schedule, with adjustments made as needed to meet operational requirements.

Requirements

Demonstrated ability to diagnose and resolve common issues with IT hardware, software, and networking.
Demonstrated customer service and communication skills, both written and verbal, to support store staff with diverse technical abilities.
Able to work, day, evening, overnight, weekend, and holiday shifts as scheduled, with adjustments as needed to meet operational needs.
Reliable transportation to the Winnipeg headquarters for assigned shifts.

Nice To Haves

Prior technical support experience in retail, entertainment, or hospitality environments.
Familiarity with monitoring tools, ticketing systems, and store-based technologies.
Bilingual skills (English/French or other languages) are a significant asset.
Post-secondary certificate or diploma in a related field is an asset.

Responsibilities

First point of contact for store staff through incoming phone and messaging channels.
Triage, troubleshoot, and resolve frontline store technology issues (hardware, software, networking, and facility equipment).
Escalate complex and unresolved issues to Tier 2 Technicians according to established procedures.
Provide clear, professional guidance to store staff of all technical skill levels.
Monitor store systems to identify and resolve potential issues before they disrupt operations.
Assist with facility updates, equipment rollouts, and new store openings as assigned.
Assist internal teams with store technology tasks such as verifying software versions, deploying test branches, or running system checks, as assigned by the Technical Support Team Lead.
Document all support activity, including calls, messages, incidents, troubleshooting steps, and resolutions, in the IT Service Management (ITSM) system for accurate tracking and reporting.
Contribute to store-focused knowledge articles and troubleshooting guides to improve resolution speed.
Document and communicate open issues to support smooth shift handovers.
Collaborate with Tier 2 Technicians, and the Technical Support Team Lead to ensure 24/7 support coverage.
Contribute to process improvements that strengthen store support and service quality.