Customer Support Manager at Suger, serving as the primary contact for customer - reported issues. Collaboration with engineering and product teams to resolve technical challenges and improve documentation.
About the role
- IT Support Specialist ensuring smooth operation of computer systems for EnsembleIQ, supporting users and managing infrastructure in a hybrid role based in Toronto.
Responsibilities
- Resolve daily IT issues and manage user on-boarding and off-boarding processes
- Handle hardware/software setups, installations, upgrades, and manage users/groups within GSuite
- Maintain office networks, including firewalls, switches, WiFi, and phone systems
- Provide training on IT systems (Google, phones, etc.) and maintain comprehensive IT documentation and support guides
- Participate in company-wide technology initiatives, infrastructure projects, and security mitigation efforts
- Track issues in the IT ticketing system, maintain hardware/software inventories, and produce periodic operational reports
Requirements
- 2 to 5 years of professional experience in an IT support role
- Degree in Computer Science, Engineering, or a related technical field (or equivalent experience)
- Proficiency in supporting Windows, MacOS, MS Office, and GSuite
- Solid understanding of LAN configurations (routers, switches, firewalls, and WiFi)
- Experience with Marketing Automation or CMS platforms (e.g., Marketo, Drupal, WordPress) is considered a strong asset
- Excellent interpersonal and problem-solving abilities
- Strong verbal and written communication
- Effective time management
Benefits
- Extended health
- Vision
- Tax-free long-term disability
- 100% company-paid dental
- Life/AD&D
- Short-term disability
- Group RRSP
- RESP
- Monthly internet stipend
- Holistic well-being program
- Generous Paid Time Off (PTO)
- Supportive EAP
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