Technical Support Specialist

Match Marketing Group; Mississauga; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading retail agency is seeking a Technical Support Specialist to provide day-to-day IT support for its North American teams. This role involves troubleshooting hardware and software issues, onboarding new employees, and enhancing the user technology experience. Ideal candidates should have strong problem-solving skills, technical knowledge, and interpersonal abilities to ensure effective support.

Qualifications

• 2-3 years of experience in the IT field, preferably in Retail/field settings.
• Knowledge of Windows and macOS troubleshooting.
• Industry Certifications such as CompTIA, Security+, Microsoft 365.

Responsibilities

• Provide hardware and software technical support for employees across North America.
• Identify, repair, analyze, and implement solutions to issues.
• Coordinate with management to enhance technology experience.

Skills

Troubleshooting hardware issues

Networking fundamentals

Windows troubleshooting

macOS troubleshooting

Microsoft Office suite

Office 365

Windows Server fundamentals

MDM fundamentals for macOS/iOS

Adobe Creative Cloud troubleshooting

Industry Certifications

Job description

Overview

Job Title: Technical Support Specialist

About Match Retail

Match Retail is a leading sales, training, and branded retail agency trusted by North America's most recognizable brands. We help companies thrive in retail through powerful customer engagement and scalable talent solutions. Our people are our edge—trained, supported, and empowered to make an impact where it matters most: in-store.

About the Role:

As a Technical Support Specialist, you’ll be the go-to resource for frontline tech support—ensuring our teams across North America have a seamless technology experience. From onboarding new hires with the right tools to troubleshooting complex hardware and software issues, you'll play a vital role in keeping the organization running smoothly. You'll bring a solutions-first mindset, deliver exceptional support, and own the end-user tech experience in your local office. This role is ideal for someone who thrives on problem-solving, loves working with people, and can juggle multiple priorities with confidence and precision.

Role & Responsibilities:

· Provide amazing day to day hardware and software technical support for our employees across North America

· Identify, repair, analyze, and implement solutions to hardware and software issues.

· Hardware and software installation (primarily focused on employee new hires and departures for computer setups and cleanup).

· New employee technical orientation (ability to introduce/train new staff on the use of their computer, Email, Office software and other equipment)

· Utilize and update internal trouble ticketing system, documentation, and inventory.

· Escalate issues to the proper level/areas of support when necessary.

· Own the technology experience in your local office. Coordinate with management on initiatives that result in intuitive experiences and excitement about the use of our space.

In addition to the job responsibilities, the ideal candidate must possess the following qualities:

· Confident – The candidate learns and expands technical knowledge and produces ideas with confidence to enrich our users’ technical experiences.

· Dependable – The candidate is accountable to find answers for difficult challenges and delivering solutions.

· Effective – The candidate must prioritize tasks and communicate the status of projects to both the staff and IT group.

· Personable – The candidate develops relationships with both the user and external-partner communities using effective communication to solve their concerns.

· Detailed – The candidate focuses on the required details of their tasks to ensure accurate completion of all requirements for the position (including updating documentation/inventories and accurate timesheets)

Skills/Abilities:

· Knowledge/Ability to troubleshoot hardware issues and computer/systems diagnostics.

· Knowledge of basic networking fundamentals (TCPIP, Subnetting, DHCP, etc)

· Knowledge of Windows and macOS troubleshooting (OS, Settings and File Permissions)

· In depth knowledge of usage and troubleshooting the Microsoft Office suite

· Knowledge/Exposure to the Office 365 platform and associated applications (OneDrive, Teams, SharePoint, InTune, Azure Active Directory, etc.)

· Knowledge of Windows Server platform fundamentals (Active Directory, Group Policy, File Access Control Lists, etc)

· Knowledge of MDM fundamentals for macOS/iOS/iPadOS

· Knowledge to troubleshoot issues within the Adobe Creative Cloud suite

· Industry Certifications such as CompTIA, Security+, Microsoft 365, etc.

In addition to Technical Skills, the ideal candidate must possess the following qualities:

· 2-3 years of experience in the IT field, preferably in a Retail/field settings.

· Confidence in expanding technical knowledge and proposing ideas to enhance user experiences.

· Dependability in seeking solutions to challenging issues and delivering results.

· Effectiveness in task prioritization and communication of project statuses to both staff and IT teams.

· Strong interpersonal skills to build relationships with users and external partners, effectively addressing their concerns.

We thank all applicants for their interest; only those selected for interviews will be contacted. Match Retail is proud to be an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment for all.