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Added 10 mins ago
YE
Customer Service & Billing Coordinator
Yukon Energy Corporation
Whitehorse, YT
- $36.12 to $43.13 CAD / hour
- Full-time
Yukon Energy values diversity in the workplace. We strive to achieve a skilled workforce that is representative of the population we serve, and we are committed to the employment and…
Added 10 mins ago
IF
Representative – Business Development
iA Financial Group (Industrial Alliance)
Saint-Eustache, QC
- Full-time
To support business development within various networks of contacts.
Added 25 mins ago
FC
District Sales Representative - Western Region (BC)
Festo Canada
Vancouver, BC
- Full-time
…application and getting to know you better! District Sales Representative – Western Region…
Added 55 mins ago
NB
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- Full-time
Create business development opportunities to increase the number of clients and the volume of existing portfolios
Added 55 mins ago
NB
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- Full-time
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Added 1 hour ago
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- Full-time
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Added 2 hours ago
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- Part-time
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Added 2 hours ago
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- Full-time
…ensure internal processes and procedures help achieve Vivo’s business…
Added 2 hours ago
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Sanya’k̓ula
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- Full-time
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Support and lead business development including proposals and marketing events.
Added 4 hours ago
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VP, Life Operations
ivari Canada
Toronto, ON
- Full-time
…as the customers we serve and the communities in which we do business. We offer an inclusive and accessible work environment where all employees and customers feel valued, respected, and…
Added 4 hours ago
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Sudbury, ON · Greater Sudbury, ON
- Internship
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Added 4 hours ago
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- Full-time
…rewarding career in Impact Reporting to continued growth and development with…
Added 4 hours ago
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Private Banker
Royal Bank of Canada
Mississauga, ON
- Full-time
Proven track record of sales success, business development, and effective relationship management in a team environment
Added 4 hours ago
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- Full-time
…for responsible for planning and scheduling talent to match business needs and to support an incredible employee and client experience. As the Senior Analyst / Analyst, Workforce…
Added 5 hours ago
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Commercial/Sales Account Director I
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Terrace, BC
- Full-time
…commercial growth initiatives across the region through strategic business development, market expansion, and key account management. This role is responsible for building and maintaining…
Added 5 hours ago
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AMECO
Kitimat, BC
- Full-time
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Added 5 hours ago
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- Full-time
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Added 5 hours ago
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Commercial Sales Development Representative
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Added 5 hours ago
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Added 5 hours ago
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- Full-time
The Principal Wireless Software Engineer is a senior technical leader responsible for resolving the most complex and business-critical customer issues escalated through the Global Technical…
Added 5 hours ago
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People & Culture - Senior Analyst/Analyst, Workforce Engineering
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Vancouver, BC
- $50,000 to $150,000 CAD / year
- Full-time
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Added 6 hours ago
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The Specialist, Cyber Diplomacy & Governance provides senior-level technical and business advice, support, and services to City divisions, agencies, and corporations on cyber security…
Added 6 hours ago
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Sanya’k̓ula
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- Full-time
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BGIS

IT Support Specialist

Markham, ON, Canada

This is a regular, full-time position with a salary range of $54,185 - $67,732 per annum. · Full-time

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Job details

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: Oct 29, 2026

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 serves as the primary point of contact for technical assistance, managing incidents and service requests across hardware, software, and network systems. Additionally, the role involves creating user training materials, conducting system testing, and ensuring a seamless customer experience through proactive communication.

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 customer service skills are required.

Skills

IT Support
Troubleshooting
Customer Service
Hardware Support
Software Support
Network Connectivity
Active Directory
Entra ID
Windows Operating Systems
ITSM
User Training
Technical Documentation
User Acceptance Testing
Account Provisioning
Communication Skills
Problem Solving

Visa sponsorship

Not detected in the job text

Keywords

IT Support Specialist
Hardware
Software
Network
ITSM
Windows
Active Directory
Entra ID
UAT
Troubleshooting
Customer Experience
Knowledge Base
Onboarding
Asset Inventory
Azure
AWS
macOS
Microsoft Office
Help Desk
CMMS
Technical Support
Incident Management
Service Level Agreements
System Documentation
User Training

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