Support Services Representative Level 1

What is the job?

As a Support Services Representative, you will be the first point of contact for technical support, providing Tier 1 assistance for software, hardware, and network-related issues across both domestic and international locations. This role plays a critical part in keeping core business and theatre operations running smoothly by delivering timely, professional, and customer-focused technical support.

In this role, you'll work in a fast-paced, 24x7 contact center environment, collaborating with internal IT teams and external partners to troubleshoot issues, escalate critical incidents, and ensure a high-quality support experience. If you enjoy solving problems, learning new technologies, and supporting users remotely, this role offers variety, responsibility, and growth.

What will you be doing?

• You will log, categorize, prioritize, and manage incoming support cases using an ITIL-based ticketing system.
• You will provide first-level support for software, hardware, and connectivity issues via phone, remote tools, chat, and email.
• You will perform Tier 1 NOC support, including proprietary hardware troubleshooting, port security management, and basic switch configuration.
• You will escalate critical or complex issues to the appropriate technical teams and follow through to resolution.
• You will document issues, solutions, and procedures in a shared knowledge base while providing support for core business and payroll systems.

About you

• You will have strong troubleshooting and customer service skills, with the ability to resolve technical issues efficiently.
• You will be comfortable multitasking in a fast-paced, shift-based environment, including weekends and on-call coverage.
• You will be familiar with Microsoft Office/365 and eager to learn new tools, technologies, and basic Cisco/SSH commands.
• You will communicate clearly and professionally with users, teammates, vendors, and leadership.
• You will bring 1-2 years of hands-on technical and customer service experience, supported by an associate degree or equivalent experience.
• You will be a great fit, if our values resonate with you: We Create, We Perform, We Inspire. Read more about them here- About us

About Regal

Regal Cinemas - where movie magic meets unforgettable experiences!

At Regal Cinemas, part of Regal Cineworld, each day is a celebration of everything film and entertainment. From the first popcorn crunch to the closing credits, we're all about creating moments that spark joy, laughter, and a little bit of movie magic.

With over 7,600 screens across 625 locations in 9 countries, including Cineworld, Picturehouse, Cinema City, Yes Planet, and Regal Cinemas right here in the US - we bring the joy of movies to millions.

Based out of our buzzing Theatre Support Office in Knoxville, Tennessee, we offer a variety of roles with a mix of hybrid, field-based, or remote working options, depending on the role.

What really makes Regal shine? Our people. We're passionate about supporting your growth and helping you carve out your dream career within the Regal Cineworld family. Fancy joining us on this epic film adventure? Dive into the Regal stories and see what life's like behind the scenes of the big screen!

Read more about the Regal culture here- Regal Careers

Our Benefits

• Discretionary annual bonus
• Free movie passes and discounted concessions at any Regal location
• Paid vacation time and sick leave to support a healthy work-life balance
• Eligibility to participate in our 401(k) retirement plan with company match after age 21 and one month of service
• Summer half-day Fridays during the summer season
• Medical and prescription coverage, with company contributions toward the cost
• Company-paid life insurance and disability insurance at no cost to employees
• Dental, vision, and supplemental life insurance options available for employees and their dependents
• Additional coverage options including accident, critical illness, and hospital indemnity insurance

Inclusion & Belonging

At Regal Cineworld, we believe our strength comes from the diversity of our people. We are committed to fostering a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. Our commitment to inclusion and belonging embraces all aspects of identity, including gender, ethnicity, age, disability, sexual orientation, religion, and background.

We take pride in creating an environment where differences are celebrated and everyone has equal opportunities to succeed. Our hiring process is designed to be fair and accessible, welcoming applicants from all backgrounds. If you need any accommodations during the hiring process or in the workplace to support your needs, please contact the Talent team.

Do you feel like you don't have all the experience listed but would love to explore a career at Regal? Please still contact careers@regalcineworld.com. We understand that confidence gaps and imposter syndrome can get in the way of meeting incredible candidates, and we wouldn't want this to prevent us from meeting you.