First Line IT Support Engineer

About RedCompass Labs

RedCompass Labs specializes in payments modernization, boasting 23 years of expertise and delivering over 500 projects worldwide involving major payment schemes such as ISO 20022, SEPA, Swift, Real-time Payments Network, FedNow, and leading platforms like FIS OPF, Finastra GPP, and ACI Worldwide. Their flagship AI-powered Payments Expert Agent supports the entire payments modernization software lifecycle and is SOC 2 Type II certified. Operating globally from offices including Toronto, RedCompass Labs is a pioneer in financial technology innovation.

Role Overview

We are looking for a proactive First Line IT Support Engineer to join our Global Corporate IT team in Toronto. This hands-on position is ideal for someone with solid experience in first-line support, capable of resolving most incidents independently, and ready to handle moderately complex technical issues nearing second-line support. As the initial IT contact, you will play a crucial role in maintaining employee productivity and ensuring a positive IT user experience.

Key Responsibilities

• Provide first-level technical assistance to users via phone, email, remote tools, and on-site visits.
• Receive and triage tickets accurately, prioritizing and classifying issues, resolving them when possible, or escalating with comprehensive context.
• Troubleshoot various hardware and software problems on Windows and macOS platforms including connectivity, authentication, peripherals, and enterprise applications.
• Manage end-user device lifecycle tasks such as imaging, configuring, deploying, asset tagging, and decommissioning desktops, laptops, mobile devices, and peripherals.
• Administer user accounts and access rights within Microsoft 365, Active Directory/Entra ID, handling onboarding, offboarding, and transfers.
• Install, configure, maintain software solutions, including license and patch management.
• Support audio-visual and meeting room technologies, ensuring conference rooms and Teams Rooms operate smoothly.
• Keep ticketing system records up to date with detailed progress notes and resolution documentation.
• Contribute to and maintain internal knowledge bases by producing clear documentation for both IT staff and end-users.
• Conduct IT inductions for new employees and provide ongoing training on tools and best practices.
• Identify and report recurring technical issues, suggesting improvements to minimize ticket volume and enhance user satisfaction.
• Ensure adherence to corporate IT policies, security standards, and procedures.
• Collaborate with global IT teams to provide consistent, high-quality support across locations.

Required Qualifications and Skills

• Demonstrated experience in first-line or combined first/second line IT support within a corporate setting, ideally supporting several hundred users.
• Proficient troubleshooting with Microsoft Windows 10/11 and macOS at an operating system level.
• Hands-on familiarity with Microsoft 365 administration including Exchange Online, Teams, OneDrive, and SharePoint.
• Experience managing Active Directory or Entra ID/Azure AD user and group administration, multi-factor authentication, and password resets.
• Knowledge of endpoint management tools such as Intune or Jamf.
• Basic troubleshooting capabilities in networking (Wi-Fi, VPN, DNS, IP), with wise escalation judgment.
• Experience with ticketing platforms like ServiceNow, Jira Service Management, Freshservice, or Zendesk, alongside an understanding of ITIL processes.
• Strong problem-solving abilities with a methodical investigative approach.
• Excellent communication skills to translate technical issues into clear, jargon-free explanations suitable for different audiences.
• A service-oriented mindset, demonstrating patience, empathy, and attentiveness to users’ needs.
• Organized, detail-focused, and capable of balancing multiple priorities smoothly.
• Self-driven with ownership mentality and team collaboration aptitude in a global work environment.

Preferred Qualifications

• ITIL Foundation certification.
• Certifications such as Microsoft MS-900 or MD-102, or Apple ACSP.
• Experience supporting hybrid or multi-timezone distributed workforce.
• Scripting skills (PowerShell, shell) for automating routine tasks.
• Experience with mobile device management for iOS and Android platforms.

Why Join RedCompass Labs?

• Contribute to high-impact financial technology projects that drive the next wave of payments and AI innovation.
• Work in a transparent, trust-based culture that values your input and fosters collaborative problem solving.
• Enjoy autonomy and ownership over your work and professional growth.
• Work with a diverse, inclusive, global team committed to fairness and meritocracy.
• Collaborate daily with industry leaders and experts, accelerating your development.
• Participate in a respectful, well-structured recruitment and onboarding experience.
• Continuous learning opportunities through cross-functional projects in both consulting and product development.
• Be part of an organization that values integrity, curiosity, and ongoing improvement while empowering impactful contributions from day one.

Compensation and Benefits

• Competitive base salary plus up to 10% annual performance bonus.
• Comprehensive medical coverage including family members.
• 22 vacation days annually in addition to public and bank holidays.

Important Information

• Applicants must be based in Toronto, Canada; candidates outside this geography will not be considered.
• This position requires physical presence at the Toronto office five days per week on an agreed schedule.

Diversity and Inclusion Statement

RedCompass Labs is dedicated to fostering a diverse, inclusive, and equitable workplace that drives innovation and superior client results.