IT Support Technician (Hybrid)

Zensurance; Toronto; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Zensurance is seeking an IT Support Technician to ensure effective IT operations and support for employees, combining troubleshooting with exceptional customer service. This role supports device management and software configurations in a hybrid work environment, contributing to a technological workplace driven by innovation and employee well-being.

Benefits

Remote-first setup

Home office allowance

Flexible health and dental plans

Education assistance reimbursement

Half days before public holidays

Qualifications

• 3+ years experience in IT support.
• Working knowledge of cloud environments.
• Strong knowledge of Windows and Mac.

Responsibilities

• Provide on-site and virtual technical support.
• Manage hardware inventory and documentation.
• Facilitate onboarding and offboarding processes.

Skills

Problem Solving

Customer Service

Technical Support

Education

Degree in Information Technology or related field

Tools

Google Workspace

Office 365

MS Office Suite

Job description

About Us:
Zensurance is redefining commercial insurance for Canadian businesses.

As a leading InsurTech, we make getting the right coverage simple, fast, and accessible through a digital-first experience. Our platform combines advanced technology with deep industry expertise to deliver tailored insurance solutions that help businesses thrive.

Zensurance has been recognized for its rapid growth and industry impact:

Deloitte’s Technology Fast 50 (2023, 2024)

Deloitte’s Technology Fast 500 (2024)

Top Insurance Employers (2022)

At Zensurance, we value ownership, collaboration, and innovation. Our team thrives on solving complex challenges, challenging the status quo, and making a real impact in an industry ready for change.

If you're looking to build something meaningful in a fast-growing, customer-focused company, we’d love to hear from you!

We are looking for an IT Support Technician to join our IT team!

Being a technology-forward company, we utilize various tools and platforms to create fun, engaging and meaningful work experiences for our employees, as a remote-first company.

Reporting to the IT Manager, The IT Support Technician is responsible for ensuring that the employee-facing IT operations of the organization are running efficiently. The primary focus of this role is to support our employee's IT requirements throughout the life-cycle of their devices, to make sure all the employees have the proper functioning of their workstations, software and other peripherals.

This individual will also be responsible for managing the inventory of various devices operated by the employees and executing small to large daily and ongoing tasks and projects.

This role requires the individual to work from our Downtown Toronto office 1 to 3 days per week.
Responsibilities:

• Facilitate the full life-cycle of technology support (from onboarding to offboarding) for all Zensurance team members. This includes actioning and maintaining the tasks on the onboarding, offboarding, and re-provisioning checklists
• Maintain the hardware inventory and stock levels, including maintaining accurate and detailed records of active and in-stock devices
• Serve as the first contact to provide on-site and virtual technical support to the entire workforce, including On-Call support as needed to support the business
• Document commonly occurring issues and find ways to prevent them, either by root cause analysis and providing a remediation plan or by educating the users and creating educational materials.
• Conduct all aspects of the IT Support Helpdesk and manage tickets for incidents and requests raised across Zensurance platforms within parameters set by our Service Level Agreements (SLAs).
• Work alongside the IT team to identify challenges and solutions that will enable the streamlining of processes and remove manual hurdles across the team. This includes actively building strong working relationships with users to map out and make recommendations to the team on how to improve their technical journey
• Provide exemplary customer service, especially under pressure, as measured through feedback and our IT survey results, while ensuring that company standards and procedures are followed.
• Collaborate with the IT team to implement a variety of configurations for key software (such as GSuite, JumpCloud, Slack, etc.) and assist in building client references and technical documentation
• Other duties as assigned
  
  
  
  
  

Requirements:

• 3+ years of experience working within IT infrastructure
• Working knowledge of cloud environments and security processes to support the organization
• 3+ years of experience in an IT support role
• 3+ years of experience in desktop and customer support
• Ability to diagnose and resolve a variety of computer and software issues
• Ability to work well independently and in a team environment
• Demonstration of strong ability to maintain process documentation and prioritize
• Demonstration of professional attitude, ability to build trust and acting with discretion to maintain confidentiality
• Ability to work well under pressure, manage multiple priorities and meet deadlines
• Strong knowledge of both Windows and Mac-based operating systems, preferred
• Proficiency with Google Workspace, Zoom and Slack, or similar office tools
• Experience working with GSuite management, Office 365 / Azure AD, or similar software
• Experience working with patch and software management solutions such as SCCMAdvanced
• Experience working with MS Office Suite, including PowerPoint and Excel
• Knowledge of Project Management/System development life cycle methodologies, software development methodologies, QA methodologies and associated tools to automate/enhance the processes, preferred
  
  
  
  
  

Join Our Engineering Team - Where Growth Meets Innovation
At Zensurance, we believe engineering is more than just writing great code. It’s about learning, growing, and building something meaningful together. Our remote-first team is a place where you’ll be challenged, supported, and encouraged to thrive. Here’s what makes our team special:

A Leadership Team That’s Got Your Back
Our experienced and approachable engineering leaders aren’t just here to manage - they’re here to mentor, guide, and help you unlock your full potential.

Fuel Your Growth
We invest in your learning with training budgets, professional development programs, and mentorship opportunities. Want to explore a new tech stack or level up your skills? We can help get you there.

A Culture of Sharing & Support
From Power-Ups and book clubs to tech talks and hackathons, we believe in learning from each other. Have a cool idea or an interesting challenge? Let’s solve it together.

Hack, Build, and Innovate
Twice a year, we hit pause on our regular work for company-wide hackathons, giving you the chance to experiment, push boundaries, and build something awesome.

Clear Career Growth, No Guesswork
We don’t do vague career paths. Our well-defined growth tracks show you exactly what’s needed to take your career to the next level, in a way that aligns with your skills and ambitions.

And the best part? You’ll work on exciting projects using cutting-edge technologies like TypeScript, NestJS microservices, and micro-frontends with React. If you're looking for a team that values learning, collaboration, and impactful work, we’d love to meet you!

Benefits & Perks at Zensurance:
At Zensurance, we know that when our people thrive, so does our business. That’s why we offer a flexible, people-first work environment designed to support your well-being, growth, and success.

Work Your Way

• Remote-first setup for added flexibility
• Home office allowance to create a comfortable workspace
• Top-tier tech: "Office in a box" with all necessary tech equipment
• Half days before public holidays: Enjoy half days before long weekends
  
  
  
  
  

️ Your Health, Your Way

• Flexible health and dental plans for families, including mental health support
• Health & personal spending accounts to invest in wellness your way
• Parental leave top-up, because family comes first
  
  
  
  
  

Investing in Your Growth

• Education assistance reimbursement for courses, conferences, books, and memberships
• Opportunities to learn from industry experts and grow your career
  
  
  
  
  

Staying Connected

• Weekly Friday huddles to share updates and connect across teams
• Virtual & in-person team-building events to strengthen our culture
  
  
  
  
  

We’re building something special. Come be a part of it!

Who We Are:
Business is hard work, but insurance doesn’t have to be!

We empower business owners with simple, tech-driven insurance solutions through our online platform.

Our success is fueled by our team-oriented culture and four core values:

DELIVER – We set ambitious goals and achieve them.

INCLUDE – We foster an open and safe space for all.

INTEGRITY – We do what’s right.

INVENT – We create straightforward, innovative solutions.

AI Tools and Your Interview:
We know AI is a valuable tool, and you're welcome to use it to prepare for your interview. However, please don't use AI assistants during the live interview itself. We want to have an authentic conversation with you, and using AI during the interview could affect our evaluation of your suitability for the role.

Just so you know, we use an AI scribe to help us take notes and review interviews, ensuring a fair and clear process.

Diversity & Inclusion:
Zensurance celebrates diversity and is committed to creating an inclusive environment. We welcome applications from all backgrounds and provide accommodations throughout the hiring process. If you need support, let us know, we’re here to help.

Thank You!
We review every application with care to find the best fit for our team.

While we may take a little time to get back to you due to the high volume of applications we receive, know that a real human (not a bot!) is reviewing yours. We appreciate your patience and can't wait to learn more about you!