Job Description

IT Systems & Support Specialist

Job Type:

Full Onsite

Location:

Toronto

Reporting to:

IT Service Delivery Manager

Job purpose:

We are seeking a highly skilled and proactive IT Systems & Support Specialist with a strong background in IT operations, networking, and cloud technologies (Azure & AWS). This role supports a hybrid IT environment -- managing both on-premises infrastructure and cloud platforms -- while providing world-class technical assistance to end users across global locations.



The successful candidate will deliver comprehensive IT support across multiple channels -- including phone, email, intranet forms, and in-person requests -- ensuring timely and effective service delivery. Key responsibilities include managing Active Directory, Group Policy, Identity and Access Management (IAM), Mobile Device Management (MDM) solutions such as Microsoft Intune, and adhering to ITIL-based support processes.

This position requires participation in rotational shifts and on-call support, with flexibility to work evenings and weekends as needed.

What will be your key responsibilities?

Provide hands-on technical support, including hardware troubleshooting, laptop repairs, and component replacements Install, configure, and maintain desktops, laptops, scanners, printers, and other end-user hardware, peripherals, and accessories Support and maintain AV systems, conference room technology, and managed print services Track and manage IT equipment inventory, ensuring accurate asset documentation and lifecycle management Administer and maintain MDM solutions (e.g., Microsoft Intune) for device management, compliance, and security Respond to incidents and service requests through ticketing systems, ensuring timely resolution and excellent customer experience Collaborate with IT teams to maintain secure, reliable, and scalable infrastructure Create and maintain comprehensive IT documentation, including procedures, configurations, and troubleshooting guides Develop and update internal IT knowledge base articles and end-user training materials Adhere to ITIL Incident Management best practices and take full ownership of assigned tickets from initiation to closure Travel occasionally, as required (minimal) Other duties as assigned

What are we looking for?

Post Secondary Diploma preferably in Computer Systems Technology. Minimum 2-3 years of hands-on experience in IT Operations/System Admin/Cloud/Desktop support roles. Strong technical proficiency in:
+ Active Directory, Group Policy, and IAM
+ Windows Server administration
+ Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
+ Azure and AWS cloud environments
+ MDM tools such as Microsoft Intune
+ SharePoint and Microsoft 365 administration
Proven experience in hardware diagnostics, laptop repairs, and AV technology support. Familiarity with ITIL-based service management and ticketing systems. Exceptional troubleshooting, documentation, and communication skills. Ability to lift 20 kg when handling IT equipment. Preferred Certifications (Nice to Have) + CompTIA A+
+ CompTIA Network+
+ ITIL Foundation
+ Microsoft Certified: Azure Fundamentals (AZ-900)
+ AWS Certified Cloud Practitioner (CLF-C02)
Soft Skills + Strong analytical and problem-solving abilities
+ Demonstrated ability to work independently and collaboratively within a team environment
+ Customer-focused mindset with a proactive and service-oriented attitude
+ Excellent time management and organizational skills, with the ability to prioritize competing demands

What can you expect from Goway?

Imagine working for a company where your career feels like an adventure. At Goway, you'll join a global community that supports one another:


We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year. Our commitment to professional growth means you'll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation. You'll enjoy generous paid time off, including three weeks of vacation, six personal days, and a dedicated day off to celebrate your birthday. Travel is in our DNA, so you'll enjoy exclusive perks and discounts on worldwide getaways. Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you'll collaborate across cultures and shape a career path that reflects your ambitions. Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant's interest. Please be advised that only those selected for an interview will be contacted.

How to Apply:

If this role feels like your next step, click "Apply Now" to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.

Recruitment scams & fraud warning:

Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway.

About Goway

Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We're united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at goway.com.