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Added 4 months ago
IT CONTINUOUS IMPROVEMENT SPECIALIST
Boutique La Vie En Rose
Montreal, QC
Under the supervision of the Applications and IT Continuous Improvement Team Leader, the IT Continuous Improvement Specialist will be responsible for actively participating in the delivery…
Added 3 months ago
IT Specialist – On-site at Customer Locations (In Person)
S3 Technologies Inc.
Montreal, Quebec
Full-time
✔ Do you excel in a culture of continuous improvement where optimizing solutions is part of everyday work?
Added 3 hours ago
ERP Business Analyst
Husky Technologies
Bolton, ON
Full-time
Strong analytical and problem-solving skills with a continuous improvement mindset.
Added 9 hours ago
ERP Business Analyst
Husky Technologies
Bolton, ON
Full-time
Strong analytical and problem-solving skills with a continuous improvement mindset.
Added 16 hours ago
ERP Business Analyst
Husky Technologies
Bolton, ON
Full-time
Strong analytical and problem-solving skills with a continuous improvement mindset.
Added 10 days ago
Bilingual Project Manager (Nuclear)
Calian in Space & Technology
Toronto, ON
Full-time
Identify opportunities for continuous improvement and ensure lessons learned are captured and implemented across projects and programs.
Added 15 days ago
Spécialiste Développement de Produits / Product Development Specialist
Airbus Aircraft
Montreal, QC
Full-time
The A220 commercial aircraft program is looking for a Product Development Specialist to join our team based in Mirabel, Quebec, Canada.
Added 22 hours ago
ERP Business Analyst
Husky Technologies
Bolton, ON
Full-time
Strong analytical and problem-solving skills with a continuous improvement mindset.
Added 2 days ago
Deductions Specialist
Stanley Black & Decker, Inc.
Mississauga, ON
Full-time
As a Deductions Specialist, you will be part of a dedicated team based in Mississauga, Ontario and reporting to the Canada Controller. The Deductions Specialist supports the commercial…
Added 1 month ago
Total Rewards Manager
Metro Supply Chain
Mississauga, ON
Full-time
Champion a culture of learning, growth, and continuous improvement.
Added 11 days ago
Senior Specialist, National Sales Enablement
IG Wealth Management
ON · Ontario, Canada
Full-time
Join our team to engage in continuous learning and skill development in a supportive environment. Experience the best of both worlds with our hybrid work environment, where you spend three…
Added 1 day ago
Procurement Specialist
Woodfibre LNG
Vancouver, BC
$90,000 to $120,000 CAD / year
Full-time
Energetic in pursuit of continuous improvement processes
Added 1 day ago
ERP Business Analyst
Husky Technologies
Bolton, ON
Full-time
Strong analytical and problem-solving skills with a continuous improvement mindset.
Added 1 month ago
Clinical Sales Specialist(Winnipeg)
H.A.L.O Inc.
Winnipeg, MB
Full-time
Data-Driven Insights & Continuous Improvement
Added 25 days ago
Health Recruiter
Calian in Space & Technology
Ottawa, ON
Full-time
Participate in recruitment process improvement initiatives and contribute to continuous team improvement.
Added 5 days ago
Sr. Specialist – Compute Platforms
Canadian Tire Corporation
Toronto, ON
Full-time
…observability strategy, operational governance, vendor management, and continuous improvement programs while promoting Site Reliability Engineering (SRE) principles, operational excellence,…
Added 6 days ago
Production Operations Manager
BMO
Toronto, ON · SCC
Full-time
And continuous service improvement to maintain high availability, stability and operational resilience.
Added 17 days ago
RHS Customer Experience Specialist
Loblaw Companies Limited
St. Albert, AB
Full-time
The CES works closely with all stakeholders to foster an environment of continuous improvement and best practice sharing with a focus on improving customer experience and financial results.…
Added 12 days ago
Quality Assurance Specialist (overnight 1am-9am)
Loblaw Companies Limited
Surrey, BC
Full-time
· Contribute as a key member of the Quality team to strategic decisions and continuous improvement initiatives
Added 9 days ago
Bilingual Apparel Specialist, Joe Fresh (FR/ENG)
Loblaw Companies Limited
Montreal, QC
Full-time
…Managers on prior feedback/action plans in order to ensure continuous department improvement. Keep District Managers and Director abreast of progress on improvement plans in their…
Added 5 days ago
Bilingual HR Business Partner (12-Month Contract)
Loblaw Companies Limited
Montreal, QC
Full-time
Contribute to continuous improvement & standard methodologies to influence human resources strategies.
Added 3 days ago
Senior Specialist, Technology Operations
Loblaw Companies Limited
Brampton, ON
Full-time
…support across day-to-day operations, incident resolution and continuous service improvement while working closely with Finance and Procurement stakeholders, internal technology teams, and…
Added 5 days ago
Wealth Enablement Digital Trainer
iA Financial Group
Toronto, ON · Montreal, QC · Quebec, QC
Full-time
Demonstrates strong planning, prioritization, problem-solving, and continuous improvement skills.
Added 5 days ago
Client Relations Specialist
iA Financial Group
Brossard, QC
Full-time
Actively contribute to the continuous improvement of the customer experience and the achievement of the team's service objectives.
Added 2 days ago
Business Process and Knowledge Management Specialist
iA Financial Group
Toronto, ON · Montreal, QC
Full-time
Are you passionate about operational excellence, process improvement, knowledge management, and digital enablement? As a Business Process and Knowledge Management Specialist within iA…

BGIS

IT Support Specialist

Markham, ON, Canada

Pay: This is a regular, full-time position with a salary range of $54,185 - $67,732 per annum.
Job type: Full-time
Experience: 2+ years of experience in a desktop support, IT support, or comparable role.
Posting language: English
Posted: Aug 28, 2026

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Original job description

SUMMARY

The IT Support Specialist serves as the first point of contact for employees and customers requiring technical assistance. This role is responsible for providing timely, professional, and effective support for hardware, software, network, and application-related issues while delivering an exceptional customer experience.

The successful candidate is highly customer-focused, demonstrates a strong sense of ownership, and is committed to resolving issues efficiently while ensuring customers feel supported, informed, and valued throughout the support process.

The representative is expected to take ownership of the customer experience from initial contact through resolution or appropriate escalation. They proactively communicate issue status, coordinate effective handoffs when required, and ensure customers receive a seamless support experience.

In addition to support responsibilities, the representative assists with the creation and delivery of user training, end-user communications, knowledge articles, system documentation, and user acceptance testing (UAT) activities for new applications, system enhancements, and technology initiatives. This includes helping users adopt new technologies, validating system functionality, identifying usability issues, and ensuring solutions meet business and customer needs.

This role requires a strong commitment to customer obsession, continuous improvement, and collaboration to ensure every interaction contributes to a positive and productive user experience

KEY DUTIES & RESPONSIBILITIES

Customer Support & Incident Management

Serve as the first point of contact for IT support requests received by phone, email, chat, and self-service portals.
Respond to incidents and service requests in a timely, professional, and customer-focused manner.
Diagnose, troubleshoot, and resolve Level 1 hardware, software, application, account access, single sign-on and network connectivity issues.
Record, categorize, prioritize, and track incidents and requests leveraging respective organization's IT Service Management (ITSM) platform.
Escalate unresolved or complex issues to appropriate support teams while maintaining ownership and accountability for the customer experience.
Monitor ticket queues and ensure service level agreements (SLAs) are consistently met.
Collaborates with other support groups (e.g. BGIS Corp IT, etc) to help resolve support requests when required.

Customer Experience & Customer Obsession

Deliver exceptional customer service by demonstrating professionalism, empathy, patience, and responsiveness in every interaction.
Take ownership of customer issues from initial contact through resolution, ensuring customers receive timely updates and follow-up.
Communicate technical information in clear, user-friendly language.
Perform warm handoffs when transferring issues to other support teams to ensure a seamless customer experience.
Proactively identify and address customer concerns before they escalate.
Build trust and confidence with users by consistently meeting commitments and following through on actions.
Champion a customer-obsessed culture by continuously seeking opportunities to improve the user experience.

User Training & Communications

Assist in the development and delivery of end-user training sessions, workshops, and onboarding activities.
Create and maintain user guides, quick reference materials, FAQs, and knowledge base articles.
Support the development and distribution of IT communications, including service announcements, outage notifications, system updates, and awareness campaigns.
Promote technology adoption by proactive user outreach and educating users on system features, best practices, and available support resources.
Gather user feedback and recommend improvements to training materials and communication strategies.

Testing & Quality Assurance

Participate in User Acceptance Testing (UAT) for new applications, system enhancements, upgrades, and technology initiatives.
Execute test scripts, document results, and identify defects or usability issues.
Validate that solutions meet business requirements and user expectations.
Collaborate with technical teams and business stakeholders to resolve issues identified during testing activities.
Assist in validating production deployments and post-release functionality.

Account & Technology Support

Provision, modify, and decommission user accounts and system access in accordance with security and compliance requirements.
Support workstation deployments, software installations, equipment setup, and mobile device configuration.
Assist with user onboarding and offboarding activities.
Maintain accurate asset inventory and support records where required.

Documentation & Continuous Improvement

Maintain detailed and accurate ticket documentation and troubleshooting notes, tracking of key Account IT registers e.g. (User Access, Shared Mailboxes, Connected SSO domains)
Contribute to the creation and maintenance of support procedures and knowledge management resources.
Identify recurring issues and recommend process, system, or service improvements.
Participate in team meetings, training sessions, and continuous improvement initiatives.
Stay current with supported technologies, applications, and customer service best practices.

Collaboration & Teamwork

Work collaboratively with IT teams, business stakeholders, vendors, and customers to resolve issues and improve service delivery.
Support project activities as required, including testing, communications, deployment, and user readiness activities.
Share knowledge and best practices with colleagues to improve overall team effectiveness.
Demonstrate a positive, customer-centric attitude and contribute to a culture of accountability, collaboration, and continuous improvement.

Collaboration & Teamwork

Own the customer experience, not just the request/ticket.
Ensure customers never have to chase updates or repeat information.
Focus on outcomes and successful resolution rather than simply closing tickets.
Deliver every interaction with professionalism, empathy, urgency, and accountability.
Consistently seek opportunities to exceed customer expectations and improve satisfaction.

KNOWLEDGE & SKILLS

MINIMUM EDUCATION: Community college diploma or equivalent training (e.g. RPA, CET).
JOB-RELATED EXPERIENCE: More than one year up to three years.
2+ years of experience in a desktop support, IT support, or comparable role.
Highly developed troubleshooting/problem solving skills.
Excellent customer service skills.
Excellent written and verbal communication skills (English).
Knowledge of the latest Windows operating systems.
Knowledge supporting Windows applications (Word, Excel, Outlook, Teams, Internet Explorer/Edge/Chrome, etc.).
Knowledge of Microsoft Active Directory and/or Entra ID.
Knowledge of IT security practices
Knowledge of Microsoft Azure and/or AWS is nice to have.
Knowledge of macOS is nice to have.
Works well independently or in a team setting, under pressure and within time constraints.
Ability to prioritize competing priorities appropriately.
Demonstrates proficiency using Microsoft applications (Word, Excel).
Proficiency using any help desk, facilities management or CMMS technologies, an asset.

Licenses and/or Professional Accreditation

None required.

This is a regular, full-time position with a salary range of $54,185 - $67,732 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.

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More about this job

Responsibilities

The IT Support Specialist acts as the primary point of contact for technical issues, providing hardware, software, and network support while ensuring an exceptional customer experience. Additionally, the role involves creating user training materials, conducting system testing, and maintaining accurate documentation for IT services.

Requirements

Candidates must have a community college diploma or equivalent and at least two years of experience in a desktop or IT support role. Proficiency in Windows environments, Active Directory, and strong troubleshooting and communication skills are required.

Skills

Technical support
Hardware troubleshooting
Software troubleshooting
Network connectivity
Customer service
Incident management
ITSM
User training
Documentation
User acceptance testing
Active directory
Entra ID
Windows operating systems
Microsoft office
Problem solving
Communication

Visa sponsorship

Not detected in the job text

Keywords

IT Support
Hardware
Software
Network
ITSM
Windows
Active Directory
Entra ID
Azure
AWS
MacOS
UAT
Troubleshooting
Customer Service
Help Desk
CMMS
Onboarding
Offboarding
Asset Inventory
Knowledge Management
SSO
Technical Assistance
Incident Management
System Documentation
User Training

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