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Added 1 min ago
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Sr. Business Systems Analyst Specialist, TD Securities
TD
Toronto, ON
- Full-time
We are growth-oriented, people-focused, and community-minded. As a team, we work to deliver value for our clients every day.
Added 1 min ago
SL
Payroll Specialist
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Waterloo King
- Full-time
Reporting to the Senior Payroll Manager, Payroll Operations, the Payroll Specialist will be responsible to process biweekly payroll for 7,000+ US employees. This is a 15-month contract…
Added 1 min ago
Member Advice Specialist - Fleetwood Branch
Coast Capital Savings
Surrey, Brit
…and expertise benefit of our employees, our members, and our…
Added 1 min ago
Data Services Specialist
Global Relay
Vancouver, BC
We are looking for a tech-savvy, detail-oriented individual to join our Data Services team as a Data Services Specialist. As the Data Services Specialist, you will support our Client…
Added 1 min ago
Senior Engineering Specialist
The Canada Life Assurance Company
London, ON · Toronto, ON
Added 31 mins ago
SRE-System & API Gateway Support Specialist
Capgemini
Toronto, ON
…like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s…
Added 31 mins ago
SC
Member Experience Advisor - Mundare
Servus Credit Union
Mundare, AB
- Part-time
…innovative, hardworking, collaborative and deeply rooted in community, we want to meet…
Added 31 mins ago
RB
Insurance Advisor - Life, Health & Wealth
Royal Bank of Canada
Halifax, NS
- Full-time
Industry Designations Preferred: CFP (Certified Financial Planner), CLU (Chartered Life Underwriter), CHS (Certified Health Insurance Specialist)
Added 31 mins ago
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Insurance Advisor - Life, Health & Wealth
RBC
NS · Halifax, NS · Truro, NS
- Full-time
Industry Designations Preferred: CFP (Certified Financial Planner), CLU (Chartered Life Underwriter), CHS (Certified Health Insurance Specialist)
Added 31 mins ago
HH
Exercise Instructor
Halton Healthcare
Oakville, ON
- Part-time
…are committed to being an innovative center of excellence in community hospital…
Added 31 mins ago
UO
Intermediate Specialist, Industry Engagement and Development
University of Ottawa
Ottawa, ON · Desmarais Hall
- Full-time
Represent the University of Ottawa and CDEL as an ambassador at employer, industry, alumni, and community events, promoting experiential learning programs, students, and institutional…
Added 45 mins ago
Business Development Specialist, Pharmacy
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Calgary, AB · Mississauga, ON
We are looking for a Business Development Specialist, Pharmacy to identify, develop, and expand business opportunities that drive prescription growth, patient acquisition, strategic…
Added 45 mins ago
TS
Behaviour specialist
The Salvation Army Canada and Bermuda Territory
Toronto, ON · Broadview Village
- Full-time
The Behaviour Specialist provides Applied Behaviour Analytic (ABA) assessment, treatment, consultation, workshops, education and resource support to clients and their families.…
Added 1 hour ago
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IT Support Specialist
BGIS
Markham, ON
- Full-time
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…
Added 1 hour ago
SD
Beauty Specialist, Hourly Part Time Flexible Shifts Greenlight Requisition
Shoppers Drug Mart
Kingston, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 1 hour ago
UI
Automotive Parts Specialist
UAP Inc.
Airdrie, AB
- $21.6 to $28.8 CAD / hour
- Full-time
Be part of a community of authentic, proud and trusted people
Added 1 hour ago
HH
Exercise Instructor
Halton Healthcare
Oakville, ON
- Contract
…are committed to being an innovative center of excellence in community hospital…
Added 1 hour ago
Autobody Technician
Kirmac Collision and Autoglass
Kamloops, BC
Opportunities to grow into technical specialist or leadership roles
Added 1 hour ago
R
Service Specialist, Operations II
RBC
Toronto, ON
- Full-time
As a Mandatory Corporate Actions Specialist under Canadian Wealth Management Operations, you will be responsible to perform daily oversight activities for complex, exception-based processes…
Added 1 hour ago
BT
Summer Student
Baker Tilly Canada
Flin Flon, MB
- Full-time
…strong relationships. From audit and tax to consulting and specialist advisory services, we help clients navigate complexity and seize opportunity with…
Added 1 hour ago
UI
Automotive Parts Specialist
UAP Inc.
Airdrie, AB
- $21.6 to $28.8 CAD / hour
- Full-time
Be part of a community of authentic, proud and trusted people
Added 2 hours ago
SD
Beauty Specialist, Hourly Part Time Flexible Shifts
Shoppers Drug Mart
Toronto, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 2 hours ago
SD
Beauty Specialist, Hourly Part Time Evening Greenlight Requisition
Shoppers Drug Mart
Sherwood Park, AB
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 2 hours ago
M
Bilingual Social Media Specialist
Manulife
Toronto, ON · Waterloo, ON · Montreal, QC
- Full-time
Reporting to the Director of Content, Brand, the Social Media Specialist is a key member of Manulife Canada’s Brand team. The role manages and advances Manulife Canada’s organic social…
Added 2 hours ago
8M
Recruitment Specialist
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Markham, ON
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networking and community events, sales, and marketing tools, including updated rate sheets

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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