Job Description

Axonify is an intelligent workforce enablement solution that supports 3.5M frontline workers. We believe all frontline employees should be empowered with the tools, knowledge and support to be inspired to do great work every day.

We offer a bite-sized learning experience, gamified training & reinforcement and a two-way, real-time communication solution, all in a personalized experience that fits seamlessly into the flow of work.

Working alongside the Director, IT, the IT Support Technician will ensure Axonify employees are set up for success with their hardware and software. If you enjoy providing superb customer service experiences, working with hardware and software troubleshooting, and suggesting new solutions and ideas, we'd love to talk to you!

The things you'll do:

• Provide IT helpdesk support for hardware and software computing problems for Windows, Mac, and mobile devices through our IT Ticketing, Asset Management system as well as other support solutions
• Resolve and/or escalate problems to support remote and in office users.
• Install, test and configure new computers - Windows 10, macOS, as well as peripheral equipment and software including antivirus.
• Support MDM (mobile device management) and end-point security solution
• Modify configurations, utilities and software default settings for company technology.
• Troubleshoot network connectivity issues for end users, both in office and remote
• Support commonly used devices such as, iPhone, Android, and iPads.
• Provide support and training of video-conferencing solutions (Zoom, WebEx, Google Meet) as well as AV presentation equipment
• Monitor activities within our facility security management solution for building security
• Take complete ownership over specific activities while adapting to quickly changing priorities
• Get involved in projects and other activities to support the Axonifam and further build your skills

The things you bring:

• Professional Experience. 3+ years of IT support experience in a business environment using common support tools. Experience with Windows 10, MS 365 and/or Google Applications (Gmail, Google Calendar, and Google Drive) on both Windows and macOS platforms. Familiarity with Antivirus and Malware products.
• Knowledge. Knowledge of TCP/IP & LAN based networking support and troubleshooting from a desktop support perspective is an asset. Sophos Endpoint Security knowledge will be considered an asset as well.
• Exceptional customer service. Customer savviness to help create a great IT experience and ability to communicate clearly, concisely and appropriately to different occasions.
• Process & Prioritization. Successfully meeting end-users needs by continually reviewing and managing processes, priorities and demands.
• Problem-solving mindset. Strong organizational, analytical and problem-solving skills with the ability to drive great results through effective time management. Ability to think quickly on your feet to resolve last-minute requests or issues.
• Team Player. Builds bridges among cross-functional teams to achieve common goals, enjoys working collaboratively within a team and is excited about working with Axonifiers at all levels of the organization.

Work location:

• Ideally, this role will be based out of our Waterloo, Ontario office. You will have the flexibility to choose how you work - in office or virtually - with a requirement to be in the office approximately 3 days per week. You will be provided with the tools, resources and support to ensure success regardless of where you physically work.

The things you'll enjoy:

• An impactful product that gives back to the communities and frontline workers that support our everyday lives.
• People with great attitudes that lead to great results through our values of Collaborate, Be Bold and Get It Done.
• A diverse Axonifam that celebrates unique perspectives and experiences that add richness to our culture.
• Leaders that trust deeply who leverage our skills, adapt to us as individuals and encourage us to be our best selves.
• Flexibility and choice. Early riser? Great, we offer flexible work hours. Prefer to work from home and in the office? No problem, we operate on a hybrid model where you work in the location that supports your personal and professional life. Mac over PC? Take your pick because we want you to have the equipment that you are comfortable with. East or West coast? We have employees that span across Canada, the US and the UK. Eid or Christmas? Our Flexible Holiday Program supports you to take the days off that matter to you.
• Professional growth. We're learning experts and our excitement goes beyond our product. Not only do we offer Axonifiers daily learning, continual growth and broad experiences, we also offer a Professional Growth Spending account to encourage more development even outside of work hours..
• Wellbeing that supports our lives away from work. We love what we do, but we also love our lives away from Axonify and we encourage employees to enjoy their personal lives with generous vacation time, Axonify holidays, personal days, competitive benefits with a Wellness Spending Account, and in-house workshops such as yoga, financial planning or mental wellbeing and self-care.

Ready to join the Axonifam? Here's what's next.

We know that what you bring may not look exactly like what we have listed here. And that's ok if you don't check every box! If you check off more than a few - great! We'd welcome a chance to get to know what you can bring, how you can add to our culture, and hear your unique story.

We believe our team's unique life experiences, backgrounds, cultures, beliefs and abilities add richness to our culture and depth to our ideas. Our ongoing commitment to diversity and inclusion creates an environment that supports, empowers and delivers a sense of belonging for all members of the Axonifam. And while the journey is continuous--always learning and adapting--we know that when we help each other grow, we can achieve amazing things together.

We want to remove barriers that may limit you from joining Axonify. Email us at accessibility@axonify.com to let us know how we can provide you with reasonable accommodations through our candidate journey.

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