IT Support Technician
Maple Leaf Sports & Entertainment
Toronto, ON
POSITION OVERVIEW

As a vital member of our service support team, you will ensure that all parties, clients and technicians, are supplied with ample information to ensure exceptional customer service. You will liaise between the IT Department and its clients by performing a variety of IT technical support, customer service and record keeping tasks. Your dedication, passion and commitment to teamwork will contribute to inspiring others, while fostering our culture of accountability & customer service. You will manage IT incidents reported by internal clients, providing initial support (including investigation and diagnosis of the issue), recording the incident, restoration of service where possible and the assignment of incidents to Level 3 support teams as required.

RESPONSIBILITIES

Field incoming support requests from end users via telephone, e-mail & walk-ups in a courteous manner & log these in the Incident Management System.
Resolution of at least 85% of all incidents on first contact.
Understand Service Level Agreements (SLAs), associated with user community and the impact of support issues to help determine the prioritization in relation to the other existing workload.
Effectively resolve problems or contribute to the escalation direction of the ticket to the appropriate response group based on general knowledge of PC's, operating systems (Windows, Mac OS) and various user programs.
MAC OS, iOS and Android troubleshooting knowledge.
Maintain effective lines of communication with higher support groups and administrators, working with these groups to ensure unresolved problems are handled in an expedient manner, identify problem trends, and root causes eliminated.
Demonstrate multi-tasking and follow-up skills.
Ability to recognize trends and patterns and escalate to Level 3 support.
Maintain and monitor Service Desk Mailbox and IT Incident Management systems; ensuring that all service requests are comprehensive and complete.
Prepare and maintain operational documentation including: Incident Management, Security Administration, Asset and Request Management. Contribute technical content and departmental procedures to the Service Desk Knowledge Base. Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Rotating on-call coverage.
REQUIREMENTS

3+ years of technical working experience with a very strong background in Windows 7 and 10, and Office 365
Working knowledge of Microsoft Active Directory and GPO
Microsoft Certified Solutions Associates (MCSA) and/or Microsoft Certified Systems Engineer (MCSE) and have a post-secondary Information Technology diploma or Computer Science Degree would be a definite asset
Basic knowledge of network devices (routers, firewalls, switches) and troubleshooting
Knowledge of Cisco Unified Communications Manager an asset
Knowledge of Information Technology Infrastructure Library (ITIL) best practices an asset
Advance expertise and solid working knowledge of PC hardware - the ability to setup, configure and rebuild workstations & printer setup/configuration
Experience setting up and troubleshooting macOS and devices (including but not limited to MacBooks iPhones & iPads) is an asset
Exceptional written and verbal communication skills; ability to present ideas in user-friendly language; proven ability to listen, understand and communicate effectively; keen attention to detail; proven analytical and problem-solving abilities; active self-starter with a proven ability to take initiative and be proactive
Exceptional organizational skills with the ability to effectively prioritize and execute tasks in a dynamic and fast paced environment
Availability to work evenings, weekends and holidays as required
COMPANY OVERVIEW

Maple Leaf Sports & Entertainment (MLSE) one of the world's premier sports and entertainment companies, owns the Toronto Maple Leafs (NHL), Toronto Raptors (NBA), Toronto FC (MLS), Toronto Argonauts (CFL), Toronto Marlies (AHL), Raptors 905 (NBA G-League), TFC II (USL) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League. Its charitable arm, MLSE Foundation, focuses on funding initiatives to support youth through sport and recreational programs. In 2017 MLSE Foundation, with support of community and corporate partners, built MLSE LaunchPad, a 42,000-sq. ft. space dedicated to programming that support its four Pillars: Healthy Body, Healthy Mind, Ready For School and Ready For Work.

MLSE also owns and operates Scotiabank Arena, Canada’s premier sports & entertainment venue hosting more than 200 events each year, as well as two digital channels (Leafs Nation Network and NBA TV Canada), and has a partnership with Live Nation (the biggest concert promoter in the world). MLSE has also invested in and operates five of Toronto's sports facilities – Coca-Cola Coliseum, BMO Field, BMO Training Grounds at Downsview Park, home of Toronto FC's Academy and the First Team's practice facility, the OVO Athletic Centre and the MasterCard Centre for Hockey Excellence, the practice facility for the Maple Leafs and Marlies.

MLSE’s common purpose is to unite and empower employees to deliver extraordinary moments to our fans and each other.
We thank all applicants for their interest, however, only those selected for an interview will be contacted.

Maple Leaf Sports & Entertainment Partnership will provide reasonable accommodation for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and you need an accommodation due to a disability, please email accommodations@mlse.com. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.