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Reporting to the Head of IT, the IT Support Technician will be supporting all company venues through implementing, maintaining, and troubleshooting various systems and devices, including the designated POS systems, networks, security software, company mobile devices, printers, computers, etc. The candidate must demonstrate a strong sense of integrity, adhere to policy & procedures, demonstrate reliability & consistency with punctuality and accomplish their assigned workload.

COMPANY SUMMARY

Concorde Group entered Calgary’s hospitality scene in 1987 with the opening of Republik, a college bar dedicated to alternative music fans and 34 years later has grown to become one of Canada’s largest and most diverse hospitality companies. Now with 20+ establishments under its banner, each with its own unique vision, Concorde Group remains focused on bringing exceptional dining and entertainment experiences to Calgary. Whether you're looking for a seat on a patio, a gourmet meal, a counter-served burger and shake or a night out on the town, Concorde Group is always at the heart of fun offering something for all Calgarians.

COMPENSATION

• Annual salary starting at 55-65k.
• RRSP matching.
• Monthly meal allowance to use at Concorde venues.
• Monthly cell allowance.
• Paid parking
• Comprehensive group health benefits after 90 days.
• 25% Company-wide food & beverage discount & access to frequent local business discounts/specials

DUTIES & ESSENTIAL RESPONSIBILITIES

• Assisting users with desktop, point of sale, network, or software troubleshooting, updating required software, firmware or applications
• Updating tickets and assignments according to established procedures
• Understands both Mac and Windows ecosystems to be able to provide support to all users.
• Issue resolution and troubleshooting for; software application errors, printer issues, hardware and software configuring and installations, Operating system patch management, performing basic network and server level troubleshooting, providing on-site support in a very customer-oriented environment.
• Provide network and desktop support for Head Office and remote store locations.
• Remotely troubleshoot IT related issues.
• Configure and maintain physical / virtual desktop workstations or laptops (including mac)
• Provide support to venue locations regarding mobile devices, computers, tablets, printers, digital signage, iPads, and POS.
• Assist in the maintenance, operations, database management and end user training of POS systems.
• Monitor, maintain and troubleshoot the corporate networks. Identify, research, and resolve communication problems on the network.
• Assist in ensuring that systems are properly backed up and monitored; Perform regular recovery tests to ensure that information is recoverable.
• Assist with managing and monitoring endpoints in centralized AV control platform.
• Maintain computer hardware and software inventory.
• Troubleshoot Malware infected devices.
• Assist in monitoring and maintaining local and cloud-based server platforms, local or remote store-based computers or other third-party platforms.
• Implement cross-training on all IT related skills, including training other employees and learning from other employees.
• Creating, modifying, and managing Windows/POS user accounts, on-boarding of new users and network access.
• Regularly traveling to the venues to resolve IT / AV related issues.
• Update, maintain & monitor various ecommerce platforms for participating venues.
• Contact ecommerce customers regarding transactions.
• Assist in planning & execution of IT requirements for any special events such as but not limited to Wildhorse/National Saloon
• Understand completely all procedures, standards, specifications, guidelines, and training programs.
• Ensure all required paperwork, including forms, reports and schedules is prepared in an organized and timely manner.
• Ensure that all equipment is kept clean and maintained in excellent working condition through personal inspection and by following preventative maintenance procedures.
• Ensure that all equipment is received in correct unit count and condition and deliveries are performed in accordance with receiving policies and procedures.
• Other duties as required and assigned from the Head of IT, business, and technology services.

QUALIFICATIONS, KNOWLEDGE & SKILLS REQUIRED

• At least 1-2 years of work experience in an IT support position is required.
• CompTIA A+, Comp TIA Network + or equivalent education is required.
• Experience with Micros Res3700 is a strong asset, but not required. Experience with other Point of Sale systems is a strong asset.
• Restaurant/ hospitality experience is a strong asset.
• Must be able to work on-site from June 25th – July 25th each year (Vacation blackout period)
• Must be willing to participate in an on-call rotation.
• Provide off-hours support (as required) to maintain the health of IT infrastructure.