Tier 2 Support Technician (Internal)

Enter the Game!

Activate is a tech company known for creating Canadas 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 2 Support Technician. Under the direction of the Technical Support Team Lead the Tier 2 Support Technician is part of a 24/7 global store support team and serves as an escalation point for complex or unresolved technical issues. Performs advanced troubleshooting root cause analysis and collaborates closely with Tier 1 Support Technicians to ensure the timely and professional resolution of issues that directly impact the in-store customer experience. This is a full-time permanent position.

The Duties and Responsibilities:

Advanced Technical Support

• Serve as an escalation point for complex issues that cannot be resolved by Tier 1 Support Technician
• Perform advanced troubleshooting and root cause analysis for store systems and recommend corrective actions.
• Provide remote assistance to store staff ensuring complex problems are resolved quickly and professionally.
• Monitor store systems to identify recurring problems and recommend corrective actions to proactively address potential disruptions.
  

Knowledge Sharing & Process Improvements

• Guide and support Tier 1 Support Technicians in troubleshooting methods and best practices.
• Create and maintain knowledge base articles troubleshooting guides and process documentation.
• Assist the Technical Support Team Lead with enhancements to the IT Service Management (ITSM) system including automations workflows and canned responses.
• Participate in post-incident reviews providing technical insights and translating lessons learned into updated tools documentation and processes.
• Provide feedback on recurring issues and escalations helping route insights to Development Engineering and other teams to improve tools processes and store technologies.
• Identify and recommend improvements to ensure support processes are both effective and efficient.

Project & Operational Support

• Assist with store facility updates equipment rollouts and new store openings providing technical expertise as required to ensure smooth implementation.
• 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.

The Qualifications:

• 1 years of technical support experience or a combination of education and experience may be considered. Demonstrated customer service and communication skills both written and verbal for supporting store staff of varying technical skill levels. Demonstrated ability to guide and support colleagues by sharing technical knowledge and best practices. Reliable transportation to the Winnipeg headquarters for assigned shifts.
  
• Willingness and ability to work day evening overnight weekend and holiday shifts according to assigned schedule with adjustments as needed to meet operational requirements.
• Demonstrated ability to perform structured troubleshooting and root cause analysis.
• Demonstrated ability to diagnose and resolve complex hardware software and networking issues beyond Tier 1 Support Technician scope.

Preferred

• 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 an asset.

The Perks:

• Competitive Salary
• Benefits package
• Paid time off
• Casual dress
• Employee discount
• On-site parking

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 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 which is an email monitored for this purpose.

Please note this job will close on Friday March 27th.We thank all applicants for their interest however only those candidates selected for interviews will be contacted.

Required Experience:

Manager