Frontline IT Support Specialist — Hybrid

Kraken Robotics; Dartmouth; On-site; CAD 45,000 - 60,000; Full time

Job summary

Kraken Robotics in Dartmouth, NS is seeking a Tier 1 IT Support Specialist to be the first point of contact for end users and provide customer-focused support for day-to-day IT issues, including hardware, software, account access, connectivity, and collaboration tools.

The role logs, triages, troubleshoots, resolves, and documents support requests in line with procedures and service levels. Escalation to Tier 2 occurs for complex cases, with clear documentation.

Qualifications

• Post-secondary education in Information Technology, Computer Science, or related field preferred or equivalent experience.

Responsibilities

• Serve as first point of contact for IT support requests through ticketing, email, phone, chat or in person.
• Troubleshoot and resolve common end-user issues for laptops, desktops, mobile devices, printers, software, and connectivity.
• Log, categorize, prioritize, and document incidents in the ticketing system with symptoms and resolutions.
• Perform routine requests like password resets, MFA support, software installation, and onboarding/offboarding tasks.
• Escalate complex or security-sensitive issues to Tier 2 with full context and history.
• Provide professional, timely communication and follow-up to users.
• Assist with knowledge base articles and standard troubleshooting guides.

Skills

Windows OS

MS 365 apps

Networking basics

End-user support

Customer service

Education

Post-secondary IT field preferred

CompTIA A+

Microsoft 365 Fundamentals

Microsoft Endpoint Fundamentals

ITIL Foundation

Tools

Ticketing systems

Endpoint management tools

Job description

Kraken Robotics in Dartmouth, NS is seeking a Tier 1 IT Support Specialist to be the first point of contact for end users and provide customer-focused support for day-to-day IT issues, including hardware, software, account access, connectivity, and collaboration tools.

The role logs, triages, troubleshoots, resolves, and documents support requests in line with procedures and service levels. Escalation to Tier 2 occurs for complex cases, with clear documentation.