Technology Support Specialist I
Provides Tier 1 technical support, device setup, incident triage, onboarding, and help desk services for Toronto-based employees. The role requires 2–3 years of customer-facing experience, familiarity with Windows, macOS, Microsoft applications, ticketing systems, and basic networking.
About the job
Responsibilities
- Complete initial Tier 1 triage and technical support for cases submitted to the Technology & Support Services department.
- Route cases to the appropriate internal or external teams based on the requested work or reported issue.
- Help set up and deploy standard configurations for laptop computers and mobile devices.
- Provide onboarding, technology support, and help desk services for the Toronto downtown office.
- Investigate, provide, and document workarounds for newly discovered incidents.
- Provide technical support to remote offices and assist with the technical onboarding of new remote sites.
- Support IT asset management and inventory tracking, restocking, and reporting.
- Provide training to staff on IT systems and equipment in collaboration with the ETS Manager.
- Participate in on-call rotations to ensure full-time support for onsite employees.
- Work a flexible schedule that may include evening or weekend hours as needed.
Requirements
- 2–3 years of experience in a customer-facing role; retail, hospitality, or customer service experience is an asset.
- Hands-on experience with audiovisual equipment for boardroom setups.
- Knowledge of Microsoft application administration, hardware setup, software setup and configuration, and basic networking.
- Experience with Windows-based systems, Apple macOS, Microsoft Office, or Microsoft 365 is an asset.
- Working knowledge or hands-on experience with antivirus software.
- Experience using ServiceNow or a similar ticketing system.
- Excellent verbal and written communication skills.
- Ability to multitask and manage diverse, sometimes conflicting, requests, priorities, and activities.
- Willingness to participate in on-call rotations.
Nice-to-Haves
- Experience removing malware and viruses from user-issued equipment.
- Experience using artificial intelligence in a technical capacity to automate daily workloads.
- Experience assisting with new-hire employee onboarding.
Skills
Microsoft 365, Microsoft Office, Windows, macOS, Servicenow, Antivirus Software, Malware Removal, Networking, Hardware Setup, Software Configuration, Audiovisual Equipment
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