Remote job
Senior IT Support Specialist
Job details
About this role
Role overview
Provide hands-on technical support to employees across office and remote work settings, resolving requests promptly and helping colleagues stay productive. The role combines ticket-based troubleshooting, in-person office support, systems administration, onboarding, and participation in IT projects and weekend on-call coverage.
Responsibilities - Resolve a high volume of employee support requests through a ticketing system and in person, maintaining strong customer satisfaction. - Administer identity, collaboration, productivity, and device management systems, and troubleshoot macOS, Windows, and ChromeOS devices. - Set up hardware and software access for new hires, and support office conference room and video meeting equipment. - Coordinate with IT, engineering, and HR colleagues; contribute to projects that improve or scale the IT environment. - Keep support documentation current and take part in a rotating weekend on-call schedule for urgent incidents.
Requirements - At least three years of relevant IT support experience, including support for macOS, Windows, ChromeOS, and Google Workspace. - Hands-on administration experience with identity, ticketing, and collaboration tools such as Okta, Jira, and Slack. - Working knowledge of audiovisual systems, including Zoom-enabled meeting rooms. - Able to work from the Toronto office two to three days per week, follow a weekday 9 a.m.–6 p.m. local schedule, and participate in weekend on-call coverage. - Able to occasionally lift up to 40 pounds.
Nice to have - Experience with Jamf, Conductor One, and 1Password; experience supporting a large technology organization; and a customer-facing service background. - A record of strong satisfaction results and high ticket throughput, with a friendly approach to helping colleagues learn.
Benefits and work setup The role follows a flexible work approach, with scheduled in-office days currently expected two days a week and potentially up to three as business needs require. Canadian base pay is listed at CAD $91,000–$96,000, with equity grants and benefits eligibility. Hiring is limited to select Canadian provinces.