Technical Support Specialist

Position Description: The Technical Support Specialist is a key member of our IT team, providing responsive, hands-on support to employees across the organization. Reporting to the Systems Administrator, this role is responsible for managing day-to-day helpdesk requests, assisting with employee onboarding and offboarding, and ensuring smooth operation of our hardware, software, and systems. We’re looking for someone who is friendly, proactive, and customer-focused, with a natural ability to build relationships and explain things clearly. While technical experience is helpful, we're especially interested in candidates who are eager to learn, thrive in a collaborative environment, and genuinely enjoy helping others solve problems. This is an excellent opportunity to join a small, engaged, and supportive IT team within a dynamic global organization. You’ll gain hands-on experience with a variety of technologies and develop foundational IT skills while delivering high-quality service to internal clients across departments and regions. Key Responsibilities: Help Desk & End-User Support Monitor and manage incoming helpdesk requests: triage, prioritize, and assign as needed Provide timely, friendly, and solutions-oriented first-line support to end users Manage and maintain global inventory of IT assets, including PCs, iPhones, and peripherals, ensuring accurate tracking, timely replenishment, and coordination with regional offices. Deploy and support hardware (PCs, iPhones, peripherals) for employees Provide onsite desktop support to head office employees and remote support to field offices Coordinate onboarding and offboarding of employees working closely with People & Culture and Sys Admin team. Liaise with third-party desktop support vendors and IT partners in other regions Communication & Documentation Deliver exceptional customer service through patient, approachable, and professional interactions Clearly explain technical procedures and solutions to non-technical users Assist in the creation & maintenance of documentation for IT processes, user guides, and support manuals Support training efforts and knowledge sharing within the IT team Multilingual communication skills (especially German, French, or Portuguese) are an asset Availability & Travel This is a fully on-site role based at our Head Office (8:30 a.m. – 4:30 p.m., Monday to Friday) Occasional after-hours support may be required Required Qualifications, Skills and Experience: Post-secondary education in Computer Science, Engineering, or a related technical field or relevant experience. 2-5 years relevant work experience. Strong troubleshooting and diagnostic skills Excellent verbal and written communication Resourceful, proactive, and self-directed learner Committed to providing exceptional service to internal customers Proficiency with: Microsoft Office Suite Microsoft Windows 11 Apple iOS Familiarity with: Windows Server (Active Directory, Group Policy, Print Management) Networking concepts (TCP/IP, DNS, DHCP, LAN/WAN) Mobile Device Management (MDM) (InTune, WorkspaceONE) Meeting Platforms (Zoom, MS Teams) Microsoft (Entra/Azure) Preferred Qualifications (an asset, not required): Prior experience supporting remote or hybrid teams across multiple locations is an asset Experience with enterprise systems/tools such as would be an asset: InvGate Helpdesk Yardi, Argus VTS Duo TeamViewer