Technical Support Specialist troubleshooting live SaaS production systems for a B2B platform serving hospitality, travel, and workforce logistics. Diagnosing database, application, and infrastructure issues.
About the role
- IT Specialist providing technical support for end users at Demant's Kitchener location and remotely. Delivering IT services, managing requests, and ensuring a positive user experience.
Responsibilities
- Reporting to the IT Manager, the IT Specialist provides front-line technical support and IT services to end users, on-site at our Kitchener location, and remotely throughout Canada.
- Delivers in-person, phone, and remote support for hardware, software, and network-related issues while ensuring a positive and consistent user experience.
- Supports day-to-day IT operations, assists with onboarding and offboarding activities, and contributes to the effective management of IT requests and assets.
- Serves as a primary point of contact for end users regarding IT-related issues and requests.
- Provides Level 1 support and assists with Level 2 issues across hardware, software, and network environments.
- Ensures IT support tickets are accurately logged, prioritized, and resolved in a timely manner.
- Delivers IT support through multiple channels, including the ticketing system, phone, remote sessions, and onsite walk-ups, ensuring accessible assistance for all users.
- Escalates more complex issues to senior IT staff, internal teams or vendors as required, while maintaining ownership and follow-up.
- Supports onboarding and offboarding activities, including account setup, equipment imaging and user provisioning.
- Configures, installs, and maintains end-user devices, including laptops, desktops, peripherals, and mobile devices.
- Assists with the maintenance of IT assets and inventory, ensuring accurate tracking and documentation.
- Provides support for business apps, Microsoft 365, remote access tools, and internal software.
- Ensures adherence to company IT policies, procedures, and security standards.
- Contributes to a positive user experience by delivering professional, courteous, and timely support.
Requirements
- Post-secondary education in Information Technology, Computer Science, or a related field preferred, or equivalent combination of education and experience.
- Professional certifications a plus (CompTIA, HDI, ITIL, Microsoft)
- 1–3 years of experience in an IT support, service desk, or help desk role.
- Strong working knowledge of Microsoft Windows and Microsoft 365 (Outlook, Teams, Office applications).
- Foundational understanding of Active Directory or Azure/Entra ID concepts.
- Experience troubleshooting laptops, desktops, printers, and peripherals.
- Familiarity with ticketing systems (ServiceNow) and IT service processes.
- Demonstrated proficiency in administering the following technologies: SCCM, Microsoft Exchange, Active Directory, Bitlocker, Microsoft Azure, DHCP, LAN, and WAN.
- Exposure to remote support tools (TeamViewer) and mobile device support (iOS/iPadOS) considered an asset.
- Strong customer service orientation with the ability to communicate technical information clearly and professionally.
- Good organizational and time management skills, with the ability to manage multiple tasks and priorities.
- Willingness to learn and develop technical skills in a fast-paced environment.
- Ability to lift up to 25 lb boxes and travel occasionally to support clinic locations.
- A valid driver's license and/or a dependable method of transportation are required to report to the office location.
Benefits
- Competitive salary and bonus
- Flexible work arrangements
- Comprehensive health and dental benefits
- Fitness/Exercise spending account
- Group RRSP and company match
- Paid vacation, and paid personal days
- Dynamic work atmosphere
- Career development programs and opportunities
- Social events and thriving culture
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