IT Support Specialist

Adaria Vending Services Limited; Vaughan; On-site; CAD 55,000 - 75,000; Full time

Job summary

Adaria Vending Services Limited is seeking an IT Support Specialist to own internal IT support for the Toronto office and front-line customer support for our payments platform serving unattended retail and vending operators.

You’ll troubleshoot laptop and payment terminal issues, document fixes, and escalate to senior staff when needed. A hands-on generalist role with strong communication skills and self-direction.

Qualifications

• 2+ years in IT support, helpdesk, or technical support.
• Comfortable learning new technical domains quickly, with willingness to develop payments/POS knowledge.
• Working knowledge of Microsoft 365/Windows environments; basic networking helpful.
• Strong communication skills for internal and customer-facing tickets.
• Self-directed with ability to build processes and documentation.

Responsibilities

• Handle day-to-day internal IT support for staff (accounts, devices, email, printers).
• Provide front-line customer support for external users of the payments platform.
• Build runbooks and a knowledge base as issues are resolved.
• Escalate complex issues to senior staff with clear, calm communication.

Skills

IT Support

Microsoft 365

Windows

Networking Basics

Documentation

Customer Service

Job description

Adaria is looking for an IT Support Specialist to own two connected responsibilities: day-to-day internal IT support across our Toronto office, and front-line customer support for external customers using our payments technology platform serving unattended retail and vending operators.

This is a hands-on, generalist role for someone who's comfortable troubleshooting a laptop issue in the morning and a payment terminal issue in the afternoon. You'll be the first point of contact for both — building runbooks and documentation as you go — with a clear escalation path to senior technical staff for anything that requires deeper protocol-level or platform-level expertise.

What You’ll Do

Internal IT Support

• Resolve day-to-day IT issues for staff: account access, device setup, email/M365, printers, basic network connectivity
• Provision and deprovision accounts and devices for new hires and departures
• Support office network and Wi-Fi issues, escalating hardware/config problems as needed
• Coordinate with external vendors (ISPs, hardware suppliers) on IT-related issues
• Maintain an internal knowledge base of common issues and fixes

External Customer Support

• Serve as first-line support for customers reporting issues with payment terminals or transaction processing
• Triage and resolve known issues using documented runbooks (terminal resets, connectivity checks, status verification)
• Track and log recurring issues to help identify systemic problems
• Escalate novel or complex issues (protocol-level faults, gateway integration problems, suspected fraud patterns) to the technical team promptly
• Communicate clearly and calmly with customers experiencing payment disruptions — this is revenue-impacting for them, so responsiveness matters

Documentation & Process

• Build out troubleshooting runbooks and a knowledge base for both IT and AdariaPay support as issues are resolved, since formal documentation doesn't yet exist
• Flag patterns or recurring pain points to leadership

What We’re Looking For

• 2+ years in an IT support, helpdesk, or technical support role
• Comfortable learning new technical domains quickly — no prior payments/POS experience required, but you should be excited to develop it
• Working knowledge of Microsoft 365 / Windows environments; networking fundamentals a plus
• Strong communication skills — you’ll be the calm, clear voice on both internal and customer-facing tickets
• Self-directed: comfortable building process and documentation where none currently exists
• Based in or able to commute to the Toronto (Concord) office

Nice to Have

• Exposure to POS or payment terminal systems
• Familiarity with ticketing/helpdesk tools
• Basic scripting or automation experience