Senior IT Technical Support Specialist

Summary of the Role and Team

Reporting to the VP of IT, the IT Technical Support Analyst is responsible for supporting and improving the technology experience for employees across Varicent's global workforce.

As part of the IT team, you will provide technical support across endpoint devices, identity and access management, collaboration tools, hardware, software, and employee lifecycle processes. You will work closely with IT, Security, vendors, and business stakeholders to ensure employees can work effectively in both remote and office environments.

This role is well suited for someone who enjoys solving a variety of technical challenges, can work independently, and is motivated to continuously improve support processes and employee experiences.

• 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

• 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

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

Within 6 Months

• 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

Within 12 Months

• 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

This role requires the ability to work on-site from the Toronto office a minimum of 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$ 80,000.00 - C$ 105,000.00 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. 

Overview of Benefits: 

• Health & Wellness— Comprehensive medical, dental, and vision coverage tailored to your local needs 
• Time Off— PTO and public holidays to rest, recharge, and do what matters most 
• Volunteer Days— Dedicated time to give back and support the communities that matter to you 
• Ignite Days— Dedicated learning days to support continuous growth, skill development, and professional learning 
• Financial— Compensation that reflects your market and your value 
• Retirement— Retirement plans designed to help you build long-term financial security 
• Tuition Assistance— Invest in your growth with support for continuing education and professional development 
• Flexibility— Work where you thrive, with remote and hybrid options available across most regions