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Technical Support Specialist – Information Technology (IT)

Banff Caribou Properties Ltd. -
Banff, AB

Quick apply

Job details

Full-time
$74,880 a year

Qualifications

Hospitality
Computer science
TCP
Computer Science
Customer service
Post-secondary education
English
DEC
Windows
DHCP
Computer hardware
Computer networking
DNS
VMWare
TCP/IP
Associate's degree
Communication skills
Driving Licence
Information Technology

Full job description

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:

DCS / DEC (preferred)

Experience:

IT: 2 years (required)

Language:

English (required)

Licence/Certification:

Driving Licence (required)

Work Location: In person

Quick apply

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