IT Support Engineer

SOCi; Toronto; Hybrid; CAD 57,000 - 88,000; Full time

Job summary

A leading marketing technology firm in Toronto is seeking an experienced IT Support Engineer to deliver reliable, timely technical support. The role involves resolving end-user issues, maintaining endpoint devices, and administering access to business systems. Key responsibilities include troubleshooting technical problems, supporting a remote workforce, and ensuring compliance with security practices. The position offers a salary range of $57,000 to $88,000 CAD plus bonuses, in a flexible work environment.

Benefits

Health insurance

Flexible work environment

401(k) plan with employer match

Paid holidays

Comprehensive benefits package

Qualifications

• 3+ years of experience in IT support or related fields.
• Experience supporting a SaaS environment.
• Proficiency troubleshooting Windows and MacOS.

Responsibilities

• Respond to employee requests for technical support.
• Troubleshoot and resolve issues on hardware and software.
• Manage and maintain a fleet of end-user devices.

Skills

User support

Technical troubleshooting

Customer service

Endpoint management

Communication skills

Tools

Google Workspace

Windows OS

MacOS

SCCM

VPN technologies

Job description

SOCi, the leader in AI-powered marketing solutions for multi‑location businesses, is currently looking for an experienced IT Support Engineer. The IT Support Engineer is responsible for delivering reliable, timely technical support to SOCi employees by resolving end‑user issues, maintaining endpoint devices, and administering access to core business systems. This role supports day‑to‑day IT operations across a modern, cloud‑based technology environment and serves as a primary point of contact for employee IT needs.

Working within the Business Systems team, the IT Support Engineer follows established processes and best practices to troubleshoot hardware, software, identity, and connectivity issues for both Mac and Windows users. The role requires sound technical judgment within defined procedures, a strong customer service mindset, and the ability to work independently on routine issues while escalating more complex problems to senior team members. In addition to user support, the IT Support Engineer contributes to operational efficiency by maintaining accurate documentation, supporting audits and compliance activities, and assisting with the administration of productivity and collaboration tools. This position plays an important role in ensuring employees have secure, dependable access to the systems and tools they need to perform their work effectively in a fully remote environment.

SOCi expects to pay in the range of $57,000 to $88,000 CAD base plus bonus. Within the range, individual pay is determined by factors such as job‑related skills, experience, and relevant education or training.

Who We Are

SOCi is the leader in AI‑powered marketing solutions for multi‑location businesses. With its proprietary Genius AI™ and suite of Genius Agents™, SOCi provides a first‑of‑its‑kind, AI‑powered digital workforce capable of handling the workload of 1,000 local marketers™, empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before.

SOCi is recognized by Fast Company as one of the World’s Most Innovative Companies, and is trusted by nearly 1,000 top brands—including Ford, Ace Hardware, Kumon, Liberty Tax, and more—to automate and optimize local marketing tasks across all locations. Founded in 2012 and backed by leading strategic investors, SOCi is transforming how multi‑location brands manage and scale their marketing efforts.

How You’ll Make an Impact

User Support & IT Troubleshooting

• Respond to employee requests for technical support via our IT Help Desk.
• Provide technical support to employees using both Mac and Windows devices.
• Troubleshoot and resolve issues on hardware, software, VPN, and other IT systems.
• Troubleshoot and resolve user problems across our business technology stack including Slack, Zoom, Google Workspace, Microsoft 365, and other SaaS applications.
• Provide superior customer service with a focus on timely resolution with SLOs.
• Work with senior support staff to solve complex IT situations.
• End Point Management
• Manage and maintain our fleet of end‑user devices including desktops, laptops, monitors, mobile devices, and peripherals.
• Implement and manage endpoint security policies including device encryption, authentication, and anti‑virus software.
• Monitor and deploy software updates and patch management in line with company policies and security practices.

User Identity & Authentication Management

• Manage identities and permissions with Google Suite, Azure AD or other identity management systems.
• Manage authentication and access through OneLogin or other SSO systems.
• Implement and manage Single Sign‑On using SAML and other protocols.
• Ensure multi‑factor authentication compliance in line with our security practices.

Networking & VPN Support

• Troubleshoot and resolve VPN connectivity issues, ensuring secure remote access for employees.
• Assist with managing SOCi’s network infrastructure, ensuring stable, high‑performance network connectivity for all users.

Google Workspace Administration

• Administrator Google Workspace including Gmail, Drive, Groups and Users.
• Configure user accounts, permissions and security in the Google Admin Console.
• Support users with Google Workspace issues.

Productivity SaaS Administration

• Zoom administration as required.
• Slack administration as required.

Microsoft 365 Administration

• Support end users with licensing requests.

Auditing & Compliance

• Assist with IT controls and produce data for internal audits.
• Assist with license audits, and manage license usage to optimize costs.

Documentation

• Maintain or create operating procedures and “run books” for the help desk.
• Provide training materials as required to employees on business technologies.

What You’ll Need to be Successful

• Remote Opportunity: Ability to work 100% remotely
• Must Have:
• 3+ years of experience in IT support or related fields responsible for user support, end point management, role‑based authentication, cloud administration, and networking.
• Previous working experience supporting a SaaS environment.
• Experience with Google Workspace administration and troubleshooting.
• Experience with VPN technologies, remote access management, and security.
• Proficiency troubleshooting Windows and MacOS operating systems.
• Proficiency with networking protocols including TCP/IP, DNS, DHCP, VPN) and basic networking hardware.
• Experience with endpoint management tools such as SCCM, Intune or Jamf).
• Familiar with cloud‑based identity management systems.
• Experience working with security tools (firewalls, antivirus, encryption).
• Excellent communication and interpersonal skills, with a focus on customer service.
• Strong analytical and problem‑solving skills.
• Ability to troubleshoot complex IT problems, and collaborate with multiple teams.
• Detail oriented, with strong documentation and organizational skills.
• Self‑motivated, proactive and capable of working East Coast hours and in a 100% remote environment.

What SOCi Provides to You

• Comprehensive Benefits Package (full‑time permanent, non‑contract roles only)
• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible Work Environment (full‑time, non‑contract roles only)
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Empowering Career Growth and Success

What’s Important at SOCi

Led by a team of industry experts, SOCi is leading the pack in Localized Marketing for Multi‑Location brands. Our passionate team of SOCialites work from home around the globe!

Our collaborative, dynamic culture allows our teams to work cross‑functionally and optimize productivity. We are a fast‑paced, agile environment where thought leadership and input are encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. Visit soci.ai for more information.

Equal Opportunity Statement

SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. Please note that if selected for a position at SOCi, you will be required to complete an E‑Verify check to confirm your eligibility to work in the United States (if applicable).