RQ11331 - Application Support Specialist - Intermediate

Maarut; Toronto; On-site; CAD 59,000 - 83,000; Part time

Job summary

Maarut is hiring an Application Support Specialist - Intermediate in Toronto, Ontario. The role focuses on providing IT application expertise, resolving complex issues, and supporting both internal teams and external clients as needed.

The candidate will manage ticket queues, update documentation, and deliver targeted training. Strong English and French communication, problem-solving abilities, and customer service orientation are essential for success in this position.

Qualifications

• Experience in a help desk role resolving IT or website related issues.
• Experience with IVR software and digital tools to track inquiries.
• Experience supporting a digital system or website.
• Ability to report IT issues to technical teams and explain findings to non-technical users.
• Bilingual English and French communication is required for some roles.

Responsibilities

• Provides expertise and technical knowledge about applications and systems.
• Manages ticket queue and maintains a comprehensive knowledge base of queries and resolutions.
• Maintains and updates technical documents and procedures; identifies and resolves issues.
• Coordinates locally and internationally; delivers training to teams as needed.
• Prepares maintenance plans and upgrade schedules for systems.
• Creates reports for teams across the business.

Skills

Help desk experience

EN/FR bilingual

IVR software

Digital system support

Issue resolution

Customer service

Documentation

Training end users

Team player

Strong communication

Tools

IVR system

Ticketing system

Job description

RQ11331 - Application Support Specialist - Intermediate

Posted On 19/08/2026

Job Information

Term 277 days

Assigned Recruiter(s) Shilpi Pal,Sweta Singh

Job Opening ID 11394

Technology

Number of Positions 4

Work Experience 2-5 Years

City Toronto

State/Province Ontario

M4C

Job Description

Responsibilities

• Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software Provides technical support to teams within the organization, and to external clients when required
  
• Assists with systems integrations Manages ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
  
• Maintains and updates technical documents and procedures Identifies and resolves technical issues
  
• Manages coordination at a local and international level where required Delivers regular and customized training to teams within the business
  
• Prepares maintenance plans and upgrades schedules for the organization’s systems
  
• Develops reports for teams across the business
  

General Skills

• Experience providing expertise and technical knowledge about a specified application or suite of applications
  
• Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets as necessary
  
• Experience training end users on a variety of applications and creating documentation when necessary
  
• Experience responding to end-user requests by troubleshooting issues or questions regarding managed applications
  
• A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience
  
• Intimate knowledge of an organization’s computing systems
  
• Ability to explain complex ideas to those with limited IT and systems knowledge
  
• Exceptional verbal and written communication skills
  
• Listening ability and patience
  
• Extraordinary customer service and relationship management experience
  
• Critical thinking skills
  

Requirements

Experience and Skill Set Requirements

Must Haves

• Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues
  
• Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries
  
• Demonstrated experience with providing support for a digital system or website
  
• Experience dealing with IT-related issues, and able to report issues to technical team to help find solutions for more complex application issues, and communicate findings to non technical users
  
• Advanced verbal and written communication skills (in both English and French for Bilingual agents)
  
• Excellent analytical, problem-solving, and decision-making skills
  

Nice to Have

• Experience and understanding of the public sector and government’s role in providing services to the public
  

Skill Set Requirements

Core Skills

• Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues, in both English and French, both over-the-phone and by written correspondence (e.g., email)
  
• Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries
  
• Demonstrated experience with providing support for a digital system or website
  
• Demonstrated experience of knowing how to find answers to inquiries
  
• Demonstrated experience with referring users to alternate channels (e.g., escalation to technical partners, referrals to program areas)
  
• Ability to manage competing priorities
  
• Advanced organization skills to make sure that all inquiries are responded to properly logged
  
• Experience dealing with IT-related issues, and able to report issues to technical team to help find solutions for more complex application issues, and communicate findings to non technical users
  

Communication Skills

• Advanced verbal and written communication skills, in both English and French
  
• Demonstrated experience communication with non-technical end users in a helpdesk supporting capacity
  
• Ability to convey concise and direct communication to end users to troubleshoot issues
  
• Excellent analytical, problem-solving, and decision-making skills
  
• Demonstrated experience to stay calm and professional under stressful situations
  
• Ability to active listen and empathize with users to defuse tension and find collaborative solutions
  
• Ability to elevate challenging user situations to the appropriate level
  

Public Sector Experience

• Experience and understanding of the public sector and government’s role in providing services to the public
  

Core Skills

• Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues, both over-the-phone and by written correspondence (e.g., email)
  
• Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries
  
• Demonstrated experience with providing support for a digital system or website
  
• Demonstrated experience of knowing how to find answers to inquiries
  
• Demonstrated experience with referring users to alternate channels (e.g., escalation to technical partners, referrals to program areas)
  
• Ability to manage competing priorities
  
• Advanced organization skills to make sure that all inquiries are responded to properly logged
  
• Experience dealing with IT-related issues, and able to report issues to technical team to help find solutions for meer complex application issues, and communicate findings to non technical users
  

Communication Skills

• Advanced verbal and written communication skills
  
• Demonstrated experience communication with non-technical end users in a helpdesk supporting capacity
  
• Ability to convey concise and direct communication to end users to troubleshoot issues
  
• Excellent analytical, problem-solving, and decision-making skills
  
• Demonstrated experience to stay calm and professional under stressful situations
• Ability to active listen and empathize with users to defuse tension and find collaborative solutions
  
• Ability to elevate challenging user situations to the appropriate level
  

Public Sector Experience

• Experience and understanding of the public sector and government’s role in providing services to the public