The Technical Support Specialist - IT provides first‑ and second‑line technical support to computer users across Banff Caribou Properties’ multi‑site hospitality operations. This role focuses on diagnosing, troubleshooting, and resolving issues with computer hardware, software, and communications systems, including guest‑facing technologies critical to daily operations.
The position supports end users across 16 hotels, 7 restaurants, 2 spas, a retail shop, and a cinema, working as part of an internal IT support function.
Key Responsibilities
User & Technical Support
- Provide Tier 1–2 technical support to employees using a ticketing system (Zendesk)
- Respond to user requests and incidents related to:
- Computer hardware and peripherals
- Operating systems and installed applications
- Microsoft 365 and productivity tools
- Diagnose, troubleshoot, and resolve technical issues in a timely manner
- Document issues, resolutions, and follow‑up actions within the helpdesk system
- Provide business systems, network and Internet support to users in response to identified difficulties
- Provide customer service
Systems & Applications Support
- Provide user support and basic troubleshooting for hospitality‑related systems, including:
- Electronic keycard access systems
- Energy Management Systems (EMS)
- Video surveillance systems
- Guest and corporate Wi‑Fi services
- Consult user guides, technical manuals and other documents to research and implement solutions
- Setup equipment for employee use, performing or ensuring proper installation of cables, operating systems or appropriate software
- Escalate complex or unresolved issues to vendors or senior technical resources as required
- Collect, organize and maintain problems and solution log for use by others
- Perform Web-server backup and recovery operations
Network & Communications Support
- Assist with basic network troubleshooting, including connectivity issues, switching problems, and VLAN‑related user access
- Support day‑to‑day operation of wired and wireless networks without responsibility for system design or architecture
- Report on the performance of computer systems and networks
Vendor & On‑Site Support
- Coordinate with external vendors for technical support, repairs, and system escalations
- Assist with IT deployments, upgrades, and equipment installations under guidance
- Travel between BCP properties to provide on‑site technical assistance as required
- Provide advice and training to users
Operational Support
- Participate in an on‑call rotation to respond to urgent support needs
- Perform occasional after‑hours work for maintenance or system updates
- Participate in the redesign of applications and other software
- Manage incidents
Required Qualifications
- 2–5 years of experience providing computer and application support in a professional environment
- Post-secondary diploma or degree in Information Management/Information Technology (IM/IT), Computer Science or related discipline
- Strong troubleshooting skills in Windows‑based environments
- Practical knowledge of computer hardware, software, and communications systems
- Basic working knowledge of networking concepts (TCP/IP, DHCP, DNS)
- Hands‑on support experience with:
- Datto WiFi
- HP Aruba networking equipment
- Sophos firewalls and endpoint security
- Ability to work independently and manage multiple support requests
- Excellent verbal and written communication skills (Advanced English Essential)
- Strong communication and customer service skills
- Valid driver’s licence and ability to travel locally
- Eligible to work in Canada
Assets (Not Required)
- Experience in hospitality or multi‑site operations
- Familiarity with:
- VING keycard systems
- Inncom EMS
- Ubiquiti camera systems
- Datto enterprise Wi‑Fi
- Exposure to VMware or enterprise network environments (support‑level)
Working Conditions
- On‑site role based in Banff, Alberta
- On‑call rotation (approximately 2 days per week)
- Occasional evening or after‑hours work for system maintenance
Personal Suitability
· Accurate
· Client focus
· Efficient interpersonal skills
· Excellent oral communication
· Excellent written communication
· Organized
· Team player
· Ability to multitask
· Time management
Salary: $74,880/year (40 hours per week)
Permanent, full-time employment
Start date: As soon as possible
Benefits: Health care plan, dental plan, bonus plus other benefits
Employment location: 229 Bear Street, 3rd floor, Banff, Alberta
Send your resume including cover letter to [email protected] with references attesting your experience and specify if you are authorized to work in Canada and available for on-call work.
Vacancy: 1
Pay: $74,880.00 per year
Benefits:
- Dental care
- Extended health care
- Wellness program
Application question(s):
- Are you willing to relocate to Banff, Alberta.
- Housing and relocation support is not available for this position. Are you able to find housing in Banff or Canmore. The job is in person in Banff.
Education:
Experience:
Language:
Licence/Certification:
- Driving Licence (required)
Work Location: In person
