Varicent - Senior IT Technical Support Specialist
Requirements
• Experience supporting employees in a corporate, SaaS, technology, or multi-location environment • Experience managing corporate devices, including deployment, troubleshooting, software installation, patching, and lifecycle management • Familiarity with identity and access management platforms such as Active Directory, Entra ID, Okta, Google Workspace, or similar solutions • Experience with endpoint management tools such as Intune, Jamf, Kandji, SCCM, or comparable platforms • Knowledge of IT service management practices, ticketing systems, incident management, and service-level expectations • Ability to troubleshoot and resolve multi-faceted technical issues using sound judgment and a structured approach • Strong communication skills with the ability to explain technical concepts clearly to non-technical audiences • Degree, diploma, certification in Information Technology or a related field, or equivalent practical experience • Success Outcomes • First 3 Months • Build an understanding of Varicent's IT environment, processes, systems, and support standards • Resolve routine and moderately complex support requests within established service expectations • Support onboarding and offboarding activities with increasing independence • Maintain accurate documentation of support activities, resolutions, and asset records • Establish effective working relationships with employees, vendors, and internal stakeholders
Responsibilities
• Provide technical support for employees globally, including troubleshooting, resolution, documentation, and escalation of IT issues • Support endpoint devices, operating systems, SaaS applications, collaboration tools, identity platforms, networking, and employee productivity tools • Manage onboarding and offboarding activities, including device preparation, software setup, account provisioning, access management, and asset recovery • Maintain user accounts, permissions, device records, and asset information across IT systems • Partner with Security and external vendors to support device management, access controls, hardware issues, and service requests • Create and maintain technical documentation, knowledge articles, support procedures, and inventory records • Identify recurring issues and recommend improvements to support processes, tooling, and employee experience • Contribute to IT projects, workplace technology initiatives, and operational improvements within the IT support function • Independently manage common IT support activities, including device deployments, access requests, user support, and hardware troubleshooting • Consistently apply effective troubleshooting approaches to resolve a broad range of technical issues • Demonstrate reliable adherence to security policies, support standards, and service-level commitments • Identify recurring issues and contribute recommendations to improve documentation, processes, or tooling • Communicate clearly regarding issue status, timelines, and resolution plans • Operate as a trusted IT support professional with minimal day-to-day oversight • Manage complex technical issues from intake through resolution, including vendor engagement and escalation when required • Contribute to improvements in onboarding, offboarding, asset management, documentation, and support operations • Support a secure, productive, and consistent employee technology experience across remote and office environments • Demonstrate strong ownership, prioritization, and decision-making while managing multiple competing priorities • Work Location • This role requires the ability to work on-site from the Toronto office a minimum of three days per week. • three days per week • Participation in on-call and after-hours support may be required. • For this role, the estimated annual base salary range is between C$ 92,160.00 - C$ 115,200.00 CAD. In addition to base salary, our compensation package may include bonuses, commissions for eligible sales roles, and a comprehensive benefits package. The actual base salary will vary based on factors including individual qualifications and market data, as objectively assessed during the interview process. • This posting is for a existing vacancy. • This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement — not replace — human decision-making.
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