Technical Support Team Lead guiding six specialists for a 24/7 B2B SaaS platform serving hospitality and transportation operations. Owning escalations, KPIs, incidents, and support tooling.
About the role
- Remote IT Support Analyst supporting IFS’s global enterprise software teams from Eastern Canada. Managing devices, Microsoft 365 identities, user support, automation, and AI-enabled IT projects.
Responsibilities
- Provide IT support to global teams, primarily users across European time zones
- Support laptops, desktops, and mobile devices, including Windows 11, macOS, iOS, and Android
- Troubleshoot connectivity, applications, and systems
- Manage device lifecycle, including setup, deployment, and refresh
- Diagnose and resolve application and operating-system issues
- Maintain accurate device inventory and tracking
- Communicate clearly to help users resolve issues remotely
- Provision laptops, accounts, applications, and licenses
- Assist with onboarding and offboarding
- Manage accounts and identities in Microsoft 365, Entra ID (Azure AD), Intune, and related platforms
- Support event and issue monitoring, management, and response
- Document support procedures and improve knowledge sharing
- Identify repetitive IT tasks and create automation scripts or workflows
- Help implement AI-assisted tools for ticket handling, self-service, and IT process efficiency
- Assist with rollout of LLM-based solutions and support adoption and best practices
- Participate in process mapping to streamline IT operations
- Collaborate on infrastructure, networking, security, and cloud integration projects
- Contribute to upgrades, integrations, and rollout of collaboration, meeting room, and security tools
- Provide input into continuous improvement initiatives for IT service delivery
Requirements
- A degree or diploma in Computer Science, Information Technology, or a related field, or an equivalent combination of education and relevant work experience is preferred
- Foundational knowledge or exposure to Windows 11, macOS, and Linux
- Basic networking concepts
- End-user support, including troubleshooting applications, accounts, and connectivity
- Application management, provisioning, licensing, and account lifecycle tasks
- Scripting or programming such as PowerShell, Python, or Bash
- AI-assisted tools or workflow automation
- Monitoring, logging, or event management practices used in IT operations
- Security awareness and adherence to established IT processes
- Documenting troubleshooting steps and sharing knowledge
- Strong communication and interpersonal skills
- Ability to support a global, hybrid workforce
- Candidate based in Eastern Canada
- Ability to work from 7:00 a.m. ET to align with European business hours
Benefits
- Remote work arrangement
- Hybrid work opportunities and workplace flexibility
- Inclusive workplace experiences
- Opportunity to work in a global, diverse environment
- Commitment to sustainability
- Opportunities to contribute to automation and AI initiatives
- Collaborative IT team environment
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