IT Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver internal IT assistance and Level 1 troubleshooting for hardware, software, connectivity, and account access challenges.

• Facilitate user account management, including password resets, group assignments, and permission oversight in Microsoft 365.

• Aid in the onboarding and offboarding processes for employees by provisioning devices, licenses, and system access.

• Manage device compliance and oversight through remote management tools like Intune and RMM tools.

• Keep IT asset inventories updated for hardware, software licenses, and accessories.

• Provide fundamental administrative support for SharePoint, Teams, and Exchange Online.

• Record frequent issues, solutions, and troubleshooting methods in the knowledge base.

• Refer complex incidents to Level 2 or Level 3 support teams or external vendors.

• Engage in cybersecurity awareness programs and basic endpoint monitoring activities.

• Ensure systems adhere to basic compliance standards.

• Assist in the creation of operational processes and standard operating procedures.

• Promote operational excellence initiatives and deliver first-line IT support to remote internal teams.

• Collaborate with Infrastructure leadership and project teams.

⛳️ Requirements

• College diploma or bachelor’s degree in information technology, business administration, or a related discipline.

• Over five years of relevant IT support experience.

• Proficiency with Power BI, Power Automate, or low-code automation platforms.

• Understanding of cybersecurity principles or involvement in a security awareness initiative.

• Experience in supporting remote work and enhancing virtual collaboration environments.

• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Fundamentals are advantageous.

• Professional experience in organizations with regulatory or compliance obligations is a plus.

• Familiarity with SIPOC diagrams, process mapping, or workflow analysis is beneficial.

• Basic troubleshooting capabilities for Windows laptops, iOS and Android mobile devices, and peripherals.

• Experience with Microsoft 365 cloud services, including Teams, SharePoint, Exchange Online, and OneDrive.

• Knowledge of remote support platforms and device management systems, including Intune, Pulseway, and TeamViewer.

• Understanding of identity and access management concepts, including multifactor authentication and conditional access policies.

• Exposure to endpoint security tools like antivirus and endpoint detection and response solutions.

• Familiarity with ticketing systems such as Zendesk, Freshservice, Zoho Desk, or ServiceNow.

• Knowledge of Microsoft 365 applications, including SharePoint, Teams, Word, Excel, Outlook, Planner, and Power Automate.

• Understanding of Microsoft Intune, RMM tools, and TeamViewer.

• Exceptional verbal and written communication skills in English.

• Proficiency in verbal and written communication skills in French is a plus.

• Capability to lead meetings and ensure tasks are completed.

• Strong attention to detail, documentation skills, and record-keeping abilities.

• Excellent time-management skills and the ability to work independently in a predominantly remote setting.

• Proven ability to collaborate with other departments and influence without direct authority.

• Legally authorized to work in Canada.

• Willingness to travel frequently across various provinces and territories, including periodic multi-day overnight trips.

🏝️ Benefits

• Comprehensive group benefits package effective from the first day of employment.

• Fully remote work environment within Canada.

• 36.25-hour workweek, Monday to Friday, from 9:00 a.m. to 5:00 p.m. Pacific Time.

• Accommodation available upon request for candidates with disabilities.