IT Support Specialist

Position Overview

The 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 Responsibilities

End-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 Management

• Prepare, 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 Support

• Assist 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 Collaboration

• Support 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 Operations

• Support 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 Candidate

• Self-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.