Senior IT Technical Support Specialist

Varicent; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

Jobtailor in Toronto, Canada is seeking an IT Support professional to help employees globally with troubleshooting, resolution, and documentation of IT issues. You will manage devices, accounts, and access, and collaborate with Security and vendors on device and access controls.

Your role includes maintaining records, creating knowledge articles, and driving improvements to support processes and employee experience across tools and platforms.

Qualifications

• Minimum IT or related degree, diploma, or certification, or equivalent experience.
• Experience supporting employees in corporate or SaaS environments.
• Familiarity with IAM platforms and endpoint management tools.

Responsibilities

• Provide technical support for employees globally, including troubleshooting, resolution, documentation, and escalation of IT issues.
• Support endpoint devices, operating systems, SaaS apps, collaboration tools, identity platforms, networking, and productivity tools.
• Manage onboarding and offboarding activities, including device prep, software setup, account provisioning, access management, and asset recovery.
• Maintain user accounts, permissions, device records, and asset information across IT systems.
• Partner with Security and external vendors to support device management, access controls, hardware issues, and service requests.
• Create and maintain technical documentation, knowledge articles, support procedures, and inventory records.
• Identify recurring issues and recommend improvements to support processes, tooling, and employee experience.
• Contribute to IT projects and workplace technology initiatives within the IT support function.

Skills

Communication skills

Troubleshooting

Structured problem-solving

Documentation skills

Education

IT-related degree/certificate

Tools

Active Directory

Entra ID

Okta

Google Workspace

Intune

Jamf

Kandji

SCCM

Job description

Overview

• Provide technical support for employees globally, including troubleshooting, resolution, documentation, and escalation of IT issues
• Support endpoint devices, operating systems, SaaS applications, collaboration tools, identity platforms, networking, and employee productivity tools
• Manage onboarding and offboarding activities, including device preparation, software setup, account provisioning, access management, and asset recovery
• Maintain user accounts, permissions, device records, and asset information across IT systems
• Partner with Security and external vendors to support device management, access controls, hardware issues, and service requests
• Create and maintain technical documentation, knowledge articles, support procedures, and inventory records
• Identify recurring issues and recommend improvements to support processes, tooling, and employee experience
• Contribute to IT projects, workplace technology initiatives, and operational improvements within the IT support function

Requirements

• Experience supporting employees in a corporate, SaaS, technology, or multi-location environment
• Experience managing corporate devices, including deployment, troubleshooting, software installation, patching, and lifecycle management
• Familiarity with identity and access management platforms such as Active Directory, Entra ID, Okta, Google Workspace, or similar solutions
• Experience with endpoint management tools such as Intune, Jamf, Kandji, SCCM, or comparable platforms
• Knowledge of IT service management practices, ticketing systems, incident management, and service-level expectations
• Ability to troubleshoot and resolve multi-faceted technical issues using sound judgment and a structured approach
• Strong communication skills with the ability to explain technical concepts clearly to non-technical audiences
• Degree, diploma, certification in Information Technology or a related field, or equivalent practical experience