Job Description

IT Support Specialist
Job Order ID: 8365
Employment Type: Yearly Salary
Web Publication Date: 6/26/2025
Number of Positions: 1
Job Location: Toronto
Brief Description:
Our employer, a pioneering SaaS company in Enterprise Service Management, is celebrated for innovation and industry leadership. They serve 4,000+ clients spanning 140 countries, impacting over 9 million daily users. Their commitment? Revolutionizing Enterprise Service Management with Generative AI. Are you a go-getter looking to dive into the world of sales? They are looking for an individual to be a key part of our infrastructure team, responsible for maintaining, optimizing, and supporting critical systems and services. You'll work closely with cross-functional teams to ensure performance, reliability, and security across our IT environment. This is a great opportunity to deepen your technical expertise, contribute to automation initiatives, and advance your career in a fast-paced and innovative setting.
Job Function:

• Respond to requests for technical assistance (in person, via phone, email, and ticket support center).
• Diagnose and resolve technical hardware and software issues.
• Support and maintain IT systems as well as cloud-based environments (e.g., AWS, Azure) as part of the overall IT and DevOps infrastructure.
• Install and troubleshoot end-user equipment, software, hardware, and multimedia systems.
• Provide guidance, assistance, coordination, and follow-up on client questions and problems.
• Follow standard IT procedures, logging all IT interactions and administering help desk software.
• Ensure secure access and usage of cloud services, including identity management and role-based permissions.
• Redirect issues to the appropriate resource.
• Identify situations requiring urgent attention.
• Setup of production and development systems.
• Coordinate and execute IT projects, ensuring alignment with organizational goals and timelines.
• Collaborate with cross-functional teams to support hybrid infrastructure environments (on-prem + cloud).
• Responsible for managing the onboarding and offboarding processes, including tasks such as setting up new workstations and creating user accounts.

• At least 2 years of experience in Help Desk/IT Support/System Support.
• Knowledge of internal security management.
• High customer orientation skills.
• Familiarity with hardware components (desktops, laptops, and servers).
• Experience handling IT tasks on macOS and Windows OS.
• Knowledge of mobile device management tools (e.g., Intune, Jamf).
• Exposure to cloud infrastructure services such as AWS, Azure, or GCP.
• Good understanding of an IT backend environment (GPO, Single Sign-On, IDPs, Active Directory, O365, Google Workspace).
• Experience with the Atlassian suite, Monday.com product, and GitHub
• Well-experienced in supporting end-user desktop applications such as internet browsers, printing, antivirus, etc.
• Knowledge of networking components and infrastructure (LAN/WAN, TCP/IP, DHCP, DNS).
• Hands-on experience with firewalls (such as Cisco, Fortinet, or Palo Alto).
• Strong communication skills for interfacing with employees in a multitasking environment.
• Solid knowledge of information security principles and practices.
• A related field or equivalent hands-on experience.
• Strong troubleshooting and problem-solving abilities, with a proactive mindset and eagerness to learn new technologies.