IT Technician remotely supporting Blue Mantis clients with hardware, networks, servers, and cloud migrations. Traveling to customer locations when onsite troubleshooting is required.
About the role
- Jr. IT Administrator providing Tier 1 IT support at Wattpad's Toronto office. Ensuring seamless technical operations for both on-site and remote staff.
Responsibilities
- Serve as the primary point of contact for Tier 1 IT inquiries and requests. Manage daily ticket operations efficiently, providing clear, empathetic, and timely resolutions to technical issues (application, laptop, and workstation support) reported by employees.
- Working physically from our Toronto office, provides seamless technical support for both on-site employees and our distributed remote workforce. Demonstrate operational flexibility to address urgent IT needs and ensure continuous business operations across all working environments.
- Partner closely with the IT GRC team to execute user account provisioning and role-based access management. Ensure all IT operations strictly align with corporate security policies, compliance guidelines, and the Standard Operating Procedures (SOPs) required for our broader global enterprise and affiliate networks.
- Maintain the full lifecycle of physical and digital IT assets (laptops, peripherals, software licenses) from procurement and deployment to ongoing maintenance, tracking, and retirement. Assist in basic IT vendor communications to ensure efficient resource allocation.
- Work closely with HR to deliver a seamless onboarding and offboarding experience, including provisioning physical devices, setting up accounts, and ensuring proper access removals in accordance with overarching enterprise protocols.
- Troubleshoot, maintain, and upgrade operating systems (macOS), Google Workspace, Zoom, Slack, and other enterprise applications.
- Create intuitive, easy-to-follow "how-to" documentation and provide training for staff on new and existing IT tools to foster a self-sufficient user base.
Requirements
- Approximately 1+ year of hands-on experience in an IT Support, Helpdesk, or similar technical administration role, with a strong grasp of basic IT operations.
- Ability and willingness to work fully on-site at our Toronto office.
- Outstanding user-facing communication and customer service skills. The ability to translate complex technical jargon into simple, actionable advice for non-technical staff is highly critical.
- Solid practical knowledge of troubleshooting macOS environments, Google Workspace (G Suite), SSO (Single Sign-On) solutions, IT ticketing systems, and standard office applications.
- Basic understanding of IT security principles, user permission management, and a high degree of diligence in following IT GRC guidelines and complex enterprise-level SOPs.
- A proactive approach to identifying recurring issues and suggesting process improvements.
- Ability to work independently with high accountability, while also collaborating smoothly with cross-functional teams (HR, IT GRC, external vendors) within a broader global corporate structure.
Benefits
- Career development; we believe in mentorship and investing in your learning, supporting you to achieve your goals
- Top industry health benefits, including vision and dental
- Your own health/wellness account to spend each year
- RRSP Contributions (Canada), 401K Contributions (USA)
- Generous vacation and Maternity/Parental leave top-up program
- Corporate discount for gym memberships for you and your family
- Work from almost anywhere in the world for part of the year
- Winter break shutdown and a whole lot more!
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