Senior IT Technical Support Specialist

Allied Gold Corporation; Toronto; On-site; CAD 85,000 - 100,000; Full time

Job summary

Allied Gold Corporation is seeking a Sr. IT Technical Support Specialist to deliver high-quality end-user computing support across the organization, including senior leadership. The role focuses on Windows 10/11, Microsoft 365, Azure Entra ID, and modern workplace technologies.

You will deploy and troubleshoot devices, manage Intune and security features, and maintain documentation and user guides. Strong communication and discretion are essential for supporting executives and staff.

Qualifications

• Five or more years delivering desktop and end-user support in a corporate environment.
• Strong experience with Windows 10/11, Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
• Experience with Azure Entra ID (Azure AD), Intune, endpoint management.
• Experience supporting executive and senior management users.
• Familiarity with ITSM ticketing systems and IT security best practices.

Responsibilities

• Provide first and second-level technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot hardware, software, network, and application issues in a timely manner.
• Support Windows 10/11, Microsoft 365 apps, Teams, Outlook, OneDrive, SharePoint; manage deployments and refreshes.
• Maintain incident records and develop knowledge base articles.
• Assist with identity and access management, MFA, SSO, and VPN issues.

Skills

Desktop support

Windows 10/11

Microsoft 365

Azure Entra ID

Intune

End-user support

Executive support

Communication

Education

IT degree or diploma

Tools

Microsoft Intune

Job description

Allied Gold is a Canadian-based gold producer with a significant growth profile and mineral endowment which operates a portfolio of three producing assets and other development projects located in Côte d'Ivoire, Mali and Ethiopia. Led by a team of mining executives with operational and development experience and proven success in creating value, Allied Gold aspires to become a mid-tier next generation gold producer in Africa and ultimately a leading senior global gold producer.

Position Summary

The Sr. IT Technical Support Specialist is responsible for providing high-quality technical support and maintaining the reliability of end-user computing services across the organization. This role serves as the primary point of contact for local IT support, delivering exceptional customer service to employees, including senior management and executive leadership.

The successful candidate will possess strong technical expertise in Microsoft Windows operating systems, Microsoft 365, Azure/Entra ID, endpoint management, and modern workplace technologies. This individual must be a proactive problem solver with excellent communication skills and the ability to work effectively with users at all levels of the organization.

Key Responsibilities

End-User Support

• Provide first and second-level technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve hardware, software, network connectivity, and application issues in a timely manner.
• Support Microsoft Windows operating systems, Microsoft 365 applications, Teams, Outlook, OneDrive, and SharePoint.
• Perform workstation deployments, upgrades, replacements, and technology refresh activities.
• Maintain accurate records of incidents, service requests, and resolutions within the IT service management platform.
• Develop and maintain technical documentation, user guides, and knowledge base articles.
• Administer user accounts, licensing, and access management within Microsoft 365 and Microsoft Entra ID (Azure AD).
• Support mailbox administration, Teams collaboration environments, and Microsoft 365 security features.
• Assist with identity and access management activities, including onboarding, offboarding, and role changes.
• Troubleshoot authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and Conditional Access issues.
• Support cloud-based services and assist with Azure-related operational tasks as required.

Network and Connectivity Support

• Troubleshoot and resolve basic network connectivity issues affecting users, workstations, printers, wireless devices, and meeting room technologies.
• Escalate and collaborate with infrastructure and network teams on complex networking incidents.
• Assist with monitoring and maintaining office LAN, Wi-Fi, VPN, and telecommunications services.
• Support troubleshooting of Microsoft 365 and cloud connectivity issues related to network performance and user access.
• Deliver white-glove technical support to executive leadership and senior management.
• Provide timely onsite and remote support for executive meetings, presentations, and video conferencing systems.
• Maintain discretion and professionalism when dealing with confidential business information.
• Build trusted relationships with senior stakeholders while ensuring a high level of service responsiveness and customer satisfaction.
• Support endpoint management platforms such as Microsoft Intune and related device management tools.
• Assist with asset management, inventory control, and lifecycle management of IT equipment.
• Support local office infrastructure including meeting rooms, AV systems, wireless connectivity, and network equipment.
• Coordinate with corporate IT teams and vendors to resolve complex technical issues.

Cybersecurity & Compliance

• Support the implementation and enforcement of corporate cybersecurity policies and standards.
• Awareness of Sarbanes-Oxley Act (SOX) requirements for IT and compliance with relevant IT General Controls in place.
• Assist with device security, endpoint protection, patch management, and vulnerability remediation.
• Promote cybersecurity awareness and best practices among users.
• Ensure IT activities align with company security and compliance requirements.

Qualifications and Experience

• This position requires a diploma or bachelor's degree in Information Technology, Computer Science, or a related field.
• This position requires a minimum of five (5) years of experience providing desktop and end-user technical support in a corporate environment.
• Strong hands-on experience supporting Windows 10 and Windows 11; Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Office Applications); Microsoft Entra ID (Azure AD); Microsoft Intune, remote support technologies, IT asset management or related endpoint management solutions.
• Experience supporting executive and senior management users.
• Knowledge of networking fundamentals including TCP/IP, VPN, DNS, DHCP, and wireless networking.
• Experience with IT service management processes and ticketing systems.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Professionalism and confidentiality.
• Strong organizational and time-management skills
• Ability to prioritize multiple tasks and work independently
• Attention to detail and quality of work.
• Team-oriented and collaborative mindset.

Compensation & Total Rewards

The base salary hiring range for this role is CAD $85,000 to CAD $100,000 plus a target company and individual performance based short term and long term incentive bonus, group benefit coverage and a retirement savings plan. The hiring range reflects our targeted compensation framework for the role. The final offer is determined through an evaluation of the candidate’s experience, capabilities, and potential impact, along with consideration of internal equity and benchmark market data for similar positions. In addition, Allied’s total reward package is designed to support employee well-being, performance and development.

This position is for an existing vacancy.

Use of AI in Our Hiring Process

We use both artificial intelligence tools and human review to screen applications and assess qualifications. Selection of candidates and hiring decisions will be conducted by a human.

Allied Gold welcomes applications from all qualified individuals, including, but not limited to women, persons with disabilities, visible minorities, aboriginal (Indigenous) persons and persons of any gender identity and sexual orientation. Allied Gold is committed to a positive, supportive, and inclusive environment.