IT Support Technician

Axonify is the frontline enablement solution that’s science-backed and proven to maximize the potential of workforces. Our vision is to reinvent the frontline experience, and we thrive giving them what they need to learn, connect, and get things done.

Our SaaS platform is enjoyable, engaging, and easy to use, with an unprecedented 83% engagement rate. If you're looking for a meaningful product and a great company culture, let's talk

Our IT Support Technicians are our internal company lifelines. Working alongside the Director of IT, the IT Support Technician ensures Axonify employees are set up for success with the technology they use for their day-to-day work. This role is called on to train and provide guidance to new members of the team, and will support IT projects and initiatives of medium to large size and complexity. The IT Support Technician works closely with the Director of IT to shape and define IT policies and processes that meet the needs of Axonify’s fast-paced and growing company.

**The Impact You'll Have**:

- Providing technical support and assistance to employees, promptly resolving their issues and fulfilling requests, or escalating as needed.
- Performing troubleshooting of hardware, software, and network issues, with an intermediate level of complexity and identifying underlying cause to implement suitable solutions
- Manage employee onboarding and off-boarding activities, ensuring a smooth transition for new hires and departing employees
- Creating and maintaining support articles and process documentation for the IT team knowledge base
- Troubleshoot network connectivity issues for employees, both in office and remote
- Provide technical support for macOS and Windows laptops
- Provide technical support for iOS and Android mobile devices
- Provide training and support for video-conferencing technology (Google Meet, Zoom)
- Supporting training and onboarding of junior members of the IT team
- Take ownership of assigned activities and tasks
- Take the lead on IT projects with an intermediate level of complexity and engage in stretch assignments that require some analysis and critical thinking

**What You Bring**:

- 2+ years of IT support experience in a professional setting utilizing common support tools
- Client focused, with the ability to communicate in a clear and professional manner
- Experience supporting productivity and collaboration tools such as Google Workspace and/or Microsoft 365
- Experience supporting a MacOS, or Windows environment
- Knowledge of TCP/IP & LAN based networking support and troubleshooting from a desktop support perspective is an asset
- Knowledge of IT security practices and Antivirus/EDR tools
- Knowledge of Endpoint Management (MDM) platforms such as JumpCloud, Kandji, Google Workspace
- Strong organizational skills and the ability to effectively manage multiple priorities
- Successfully meeting end-users needs by continually reviewing and managing processes, priorities and demands
- Strong organizational, analytical and problem-solving skills with the ability to drive great results through effective time management
- 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
- Exhibits a dedication to lifelong learning and professional development and stays current industry trends.

**Work Location**:

- Your main work location will be at our Waterloo, ON office, currently located at 450 Phillip Street. Waterloo. You may have the flexibility to work from home periodically. Let’s chat more about the working arrangement.
- You will be provided with the tools, resources and support to ensure your success.

**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: Empathetic, Bold, Innovative and Empowering.

**A diverse team** 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.

**Ready to join the team? Here’s what’s next.**

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 team.