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IT Support Specialist
2 weeks ago
Description Position OverviewThe IT Support Specialist provides day-to-day technical support for approximately 90 employees in the Canadian region. This role handles Tier 1 and Tier 2 support requests, manages workstation setups and deployments, assists with networking and system troubleshooting, and supports local execution of global IT processes.This role is the primary hands-on IT presence for the Canadian office and works closely with the Head of IT, Canada.Key ResponsibilitiesEnd-User Support (Tier 1 & Tier 2)Provide timely support for hardware, software, networking, and account issues.Troubleshoot workstation/laptop, printer, and peripheral problems.Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).Document and resolve tickets in the global helpdesk system.Device Deployment & Workstation ManagementPrepare, configure, and deploy laptops for new hires (Windows & Mac).Manage device imaging, updates, and endpoint security using Intune and global standards.Maintain accurate records of IT inventory and asset lifecycle.Network & Infrastructure SupportAssist with local office networking (switches, Wi-Fi, cabling, firewalls).Perform basic to intermediate infrastructure troubleshooting and maintenance; escalate advanced issues to the Head of IT, Canada or global teams.Global IT CollaborationSupport rollout of global IT initiatives, security enhancements, and new tools.Follow global procedures for identity, device management, patching, and compliance.Coordinate with global helpdesk teams to ensure consistent support delivery.Participate in local and global IT projects, taking ownership of tasks as assigned or initiated independently to improve systems, processes, and end-user experience.Local OperationsSupport onboarding/offboarding activities (accounts, devices, access).Maintain the physical IT environment (spares, cables, meeting rooms).Assist with vendor coordination for repairs, replacements, and service calls. Requirements 1+ years of experience in IT support or technical troubleshooting.Strong working knowledge of Windows 10/11, MacOS, M365, and Active Directory/Entra.Familiarity with networking fundamentals (VLANs, DHCP, Wi-Fi, switches, firewalls).Experience with endpoint management tools (Intune preferred).Strong problem-solving skills and customer-service mindset.Ability to work independently in a small regional team.Ideal CandidateSelf-motivated, resourceful, and comfortable owning the IT experience for the local office.Able to follow global IT processes while handling local on-site needs.Interested in growing into system or network administration responsibilities over time.
