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Specsavers

IT Support Analyst

Mississauga, ON, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Nov 25, 2026
Posting language: English
Posted: Oct 26, 2026

Original job description

Location: This hybrid role requires 3 days on-site at our Mississauga, ON office and 2 days remote per week.

Welcome to Specsavers – where we’re not just about eyecare and eyewear, but changing lives through better sight. Ranked the 5th Best Workplace™ in Canada and 12th globally by Great Place to Work®, we’re proud of our optometrist-owned model that makes high-quality, eyecare and eyewear accessible to all Canadians.

Founded 40 years ago in the UK by visionary husband and wife optometry duo Doug and Mary Perkins, Specsavers has remained privately owned since day one. Today, we are a $7.8 billion global business with over 45,000 colleagues across more than 2,700 retail optical locations.

In Canada, our support office is based in Burnaby, BC. Since entering the market in 2021, we’ve been scaling rapidly, now with over 270 locations nationwide. With advanced clinical equipment and a wide range of affordable, high-quality eyewear, we’re transforming the way Canadians experience eyecare.

If you’re passionate about making a difference and want to be part of a values-driven organization, join us as we continue to grow. Together, we can change lives through better sight.

What You’ll Do

Reporting to the IT Service Delivery Manager, the IT Support Analyst will be the first point of contact for all IT incidents and requests from retail stores and our Mississauga Support Office users, providing a high level of customer service remotely and in-person. As we are a fast-growing company in Canada, this role will also have exposure to ongoing projects across Retail, Clinical, Supply Chain, and our Support Offices.

Key Responsibilities

Provide support to our colleagues and partners via email, support tickets, and phone calls on a day-to-day basis
Provide desktop and end-user support at the Mississauga location and remotely across Canada
Install, configure, maintain, and troubleshoot hardware, operating systems, and software applications
Configure, deploy, and support laptops, mobile phones, and iPads for business use, ensuring compliance with corporate standards and security requirements
Configure, maintain, and support meeting room technology, including video conferencing (VC) systems and collaboration solutions
Troubleshoot network, connectivity, and infrastructure-related issues and escalate effectively where required
Utilize ServiceNow to log, update, and resolve support tickets in accordance with established service levels
Collaborate with internal teams and third-party vendors to troubleshoot and resolve incidents and service requests
Provide input into and create user documentation, knowledge base articles (KBs), and support procedures
Participate in an on-call weekend rotation to support critical business operations
Contribute to the continual improvement of IT services, processes, and end-user experience as the organization grows
Develop, maintain, and continuously improve knowledge base articles (KBs), standard operating procedures, and troubleshooting guides to enhance service efficiency and promote self-service capabilities

What We’re Looking For

A passion for providing excellent customer service
Strong communication skills, both written and verbal
Ability to absorb new ideas and concepts quickly.
Previous experience providing both remote and in person desktop support
Experience with the following is key:
Strong knowledge of Microsoft Windows 11 and Apple macOS environments,
Proficiency in supporting Microsoft 365 services, including SharePoint Online, OneDrive, Outlook, and associated collaboration tools.
Strong knowledge of Microsoft Entra ID (Azure Active Directory), including identity and access management, user administration, and security best practices.
Experience administering Microsoft 365 services through the Microsoft 365 Admin Center, including account management, licensing, service health monitoring, and configuration management.
Computer Hardware (Laptops, Desktops, Monitors & Peripherals)
Mobile Device Management (JAMF, ABM)
Advanced Networking Skills (TCP/IP, DNS, VPNs, firewalls)
Experience configuring, maintaining, and troubleshooting network printers, printer servers and print queues.
Strong experience supporting and administering business-critical applications in an enterprise environment.

Desirable Skills

Administering users and phone lines through RingCentral
Configuring devices and profiles in JAMF
Retail-specific Hardware, Software and Support processes
Troubleshooting or configuring Cisco Meraki equipment
Clinical software troubleshooting and understanding of optometry equipment
Experience supporting Practice Management Systems (PMS)

Compensation: $55,000 - $65,000 base salary, plus quarterly bonus, profit sharing, and benefits. Actual compensation will be determined based on experience.

Speccies’ Benefits

3 weeks of vacation and 1 paid volunteer day per year
1 extra paid day off plus an eyecare voucher to celebrate your birthday.
Health and dental benefits, RRSP matching and a Healthcare Spending Account active from your first day.
Mental health and wellbeing support, including $3,000 annually for practitioner care and access to our Employee Assistance Program.
Quarterly bonuses, based on your performance.
Annual Profit Share program to recognize your part in Specsavers’ success.

Behaviours We Value

Collaborative: We work together as one Specsavers to deliver on our purpose
Curious: We question, explore, and seek out diverse perspectives to develop our knowledge and understanding
Courageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision making
Compassionate: We care, support, and help each other
Commercial: We treat money wisely and make decisions that are good for our customers, our partners, our people and for the long term

We hope that in applying with us, you value these things as well!

Our Hybrid Work Model

Experience the best of both worlds. At Specsavers, we embrace a hybrid approach that balances in-office collaboration with the flexibility to work from home. We come together in office three days a week to connect, innovate, and keep our culture thriving.

Equal Opportunity Employer

At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply. If you believe you can contribute to our mission and vision, we welcome your application, even if you don't meet every qualification listed. We value the unique skills and perspectives each individual brings to our team.

Accessibility and Accommodations

We are committed to creating an inclusive and accessible workplace. If you require accommodations at any stage of the application or interview process, please let us know by contacting us at careers.ca@specsavers.com . We will work with you to meet your needs and ensure a fair and equitable experience.

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More about this job

Responsibilities

Provide remote and in-person IT support to retail stores and office users, resolving incidents and requests involving computers, mobile devices, software, networks, and meeting room technology. Manage support tickets, collaborate with internal teams and vendors, maintain user documentation, participate in weekend on-call coverage, and help improve IT services.

Requirements

Candidates should have experience delivering remote and in-person desktop support, strong customer service and communication skills, and the ability to learn quickly. Key technical experience includes Windows and macOS, Microsoft 365 and Entra ID administration, hardware and mobile device management, networking, printing, and enterprise applications.

Skills

Desktop Support
Customer Service
Windows 11
Apple macOS
Microsoft 365
Microsoft Entra ID
Identity And Access Management
JAMF
Apple Business Manager
TCP/IP
DNS
VPNs
Firewalls
Network Printers
ServiceNow
Cisco Meraki

Benefits

Three Weeks Of Vacation
Paid Volunteer Day
Birthday Paid Day Off
Eyecare Voucher
Health Benefits
Dental Benefits
RRSP Matching
Healthcare Spending Account
Mental Health And Wellbeing Support
Employee Assistance Program
Quarterly Bonuses
Annual Profit Sharing

Visa sponsorship

Not detected in the job text

Keywords

Microsoft Windows 11
Apple macOS
Microsoft 365
SharePoint Online
OneDrive
Outlook
Microsoft Entra ID
Azure Active Directory
Microsoft 365 Admin Center
ServiceNow
JAMF
Apple Business Manager
TCP/IP
DNS
VPN
Firewalls
Cisco Meraki
RingCentral
Network Printers
Print Servers
Print Queues
Video Conferencing
Meeting Room Technology
Mobile Device Management
Laptops
Desktop Computers
iPads
IT Service Delivery
Practice Management Systems
Optometry Equipment

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