IT Support Specialist

The IT Support Specialist provides first-level IT support for end users across multiple North American sites, ensuring smooth operation of the digital workplace tools, endpoint devices, and business applications. This role is responsible for troubleshooting, user account management, and supporting digital transformation initiatives, while maintaining high standards of service and user satisfaction. Key Responsibilities And Accountabilities SUPPORT ACTIVITIES Deliver L1 IT support via telephone, email or on-site providing courteous, professional and quality service, within SLA. Monitor IT Helpdesk mailbox, review and convert requests to tickets, and assign to appropriate team members. Escalate unresolved issues to the relevant personnel, monitoring progress and providing follow‑up with end user until resolution. Diagnose software and hardware issues and send recommendations to users or contact vendors for support where required. Contribute documentation for the IT knowledge base; develop and maintain documentation for supported software and hardware, including troubleshooting, configurations, workflows, procedures and any IT services provided. Plan and coordinate installation, upgrade, configuration, and connectivity of end‑user technology; assess system performance, recommend improvements, and implement approved changes; ensure that end user device operating systems are optimized, managed, updated, and secured. Develop and maintain the end user technology assignment and lifecycle register; track assets (hardware, software and licenses) throughout their lifecycle; contribute to the development and maintenance of the IT Service Management framework, policies, procedures and workflows. Facilitate the procurement of approved technology, adhering to established policies and procedures; ensure expenditures align with budget adherence and corporate financial policies. USER SERVICES Escalate unresolved issues to the relevant personnel, monitoring progress and providing follow‑up with end user until resolution. Manage user accounts, permissions, and access rights across cloud and on‑premises environments. Troubleshoot and resolve issues related to collaboration tools (Outlook, Teams, Adobe, etc.), remote access, and endpoint devices. Educate employees on new products and environment changes; develop and maintain procedures for onboarding, offboarding, asset provisioning, and deployment; train end users regarding mobile devices, workstations, online accounts, and general security awareness. DIGITAL PROJECTS Collaborate with global IT teams to support best practices for Digital Workplace security and performance. Assist in the rollout of digital transformation initiatives, including automation and cloud migration projects. Essential Qualifications, Knowledge and Skills Diploma or bachelor’s degree in Computer Science, Information Technology or related field. 1–3 years of IT support experience with exposure to Digital Workplace environments. Technical Skills Proficiency in MS Office 365, mobile device management, and industry‑standard business software applications. Familiarity with endpoint management tools (Intune, SCCM) and identity management (Azure AD). Basic understanding of LAN/WAN, Windows OS, Active Directory, and IT security best practices. Experience with hardware and software configuration, troubleshooting and deployment. Excellent problem‑solving skills and the ability to work independently and in a team. Strong communication skills and customer‑oriented mindset. Management Abilities Analytical and problem‑solving mindset. Ability to work independently and collaboratively. Strong communication and documentation skills. Proactive and continuous improvement orientation. Additional Requirements Must possess and maintain an unrestricted valid driver’s license. Must have access to own vehicle with the ability to travel to four locations in Brampton for support and meetings. Ability to travel internationally; must possess and maintain a valid passport for international travel. Must be able to maintain confidentiality. Must be physically able to walk around the facilities as needed, climb ladders and lift up to 40 lbs. Ability to handle emergency after‑hours situations that are business critical. Upon request, we will provide reasonable accommodation for disabilities to support participation of candidates in all aspects of the recruitment process. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin. We thank all those who apply. However, only those candidates selected for an interview will be contacted. Seniority level Entry level Employment type Full‑time Job function Information Technology Industries Appliances, Electrical, and Electronics Manufacturing Referrals increase your chances of interviewing at Socomec Group by 2x. Get notified about new Information Technology Support Specialist jobs in Brampton, Ontario, Canada. #J-18808-Ljbffr