System Support Specialist

Northfield IT is the team behind the National Football League (NFL) Digital Media, supporting millions of NFL fans throughout the year. Headquartered in Winnipeg, MB we are a technology based company that provides managed services to our major clients in the US marketplace. We expose you to the leading edge of web infrastructure technology in a fast-paced team environment.

At Northfield, we have a great assembly of strong technically skilled team members and a culture where it is safe to fail. We encourage team members to ask questions and seek help. Everyone here understands the value of learning and making mistakes.

If you are a naturally curious individual who enjoys learning, working with highly driven and talented team members, and are strongly committed to fostering a positive and engaging workplace culture, keep reading! This could be the right fit for you.

Northfield believes that to grow as a company and as individuals we need to support our people as best as possible and invest in their development as professionals. There are increased opportunities for our team members to flex their mastery and interest in different areas of Northfield, without being encumbered by administration or challenges outside of their practice area.

Summary

The System Support Specialist serves as the first line of defence for system integrity and client support within NFL Operations. This role is responsible for analyzing, troubleshooting, and resolving technical issues across web-based applications and supporting infrastructure to maintain stability and minimize service disruption.

The position requires proactive system monitoring, diligent communication of incidents, and the use of automation and AI-assisted tools to improve response times and reduce manual effort. Through accurate documentation, collaboration with Engineering and Operations teams, and participation in rotational support coverage, the System Support Specialist contributes directly to reliable service delivery and operational continuity.

In this role, you can expect to:

• Manage the full lifecycle of access requests, service requests and incidents within the ticketing system to support timely resolution and client satisfaction.
• Assist users by following established standard operating procedures to complete tasks related to application support and system access.
• Diagnose and resolve application, infrastructure, hardware, and network connectivity issues. Escalating to appropriate teams with clear context when required.
• Monitor system health using observability tools to identify performance degradation, failures, or emerging risks.
• Utilize AI-assisted tools to support scripting, debugging, analysis, and workflow efficiency.
• Perform server maintenance, firmware upgrades, and patch management in alignment with security and change practices.
• Maintain accurate technical documentation, inventory records, and knowledge base articles, and correctly updating documentation when necessary.
• Participate in rotational shifts to support service delivery, monitoring, and critical incident response.

You could be a great fit, if you have:

• Minimum two years experience in a technology-based team/role.
• Post-secondary education in Information Technology, Computer Science, or an equivalent combination of experience and certification.
• Demonstrable knowledge of infrastructure, networking protocols, and application lifecycles.
• Demonstrated experience supporting internal stakeholders and external clients.
• Demonstrated ability in communicating effectively.
• Experience supporting and troubleshooting Content Management Systems (CMS).
• Experience developing automations, monitoring tools, and AI-supported workflows.
• Experience working in a rotational or on-call support environment is preferred.

What Northfield can provide You:

• Comprehensive benefits.
• Supplements for mobile phones and home internet.
• Paid parking.
• Continuous learning and development in a safe to fail environment.
• Flexible/hybrid (remote or in office) work arrangements.

*Please be aware we use A.I. in our screening processes. All personal data is held in the strictest confidence and your information is not shared or used in the training of any A.I. models.