Senior IT Technical Support Specialist

About Varicent and the Role

Varicent is a leader in Sales Performance Management (SPM), offering advanced SaaS solutions that help organizations optimize revenue outcomes globally. As a company recognised in multiple industry reports like the 2025 Forrester Wave and Gartner Market Guide, Varicent serves major clients such as T-Mobile and Moody's. The company values innovation, collaboration, and continuous growth in a supportive work environment.

Position Summary

The Senior IT Technical Support Specialist reports directly to the VP of IT and is tasked with enhancing the IT experience for employees worldwide. Key responsibilities include providing comprehensive technical support for a broad range of employee tools and systems, collaborating with security and vendor teams, and improving IT processes to better serve a global workforce operating remotely and on-site.

Main Duties and Responsibilities

• Deliver expert technical assistance to employees worldwide, including troubleshooting, problem resolution, documentation, and escalation.
• Support diverse technology assets such as endpoint devices, operating systems, SaaS platforms, collaboration tools, identity management systems, and networking components.
• Manage employee onboarding and offboarding cycles encompassing device setup, account access, software installations, and asset recovery.
• Administer user accounts, permissions, and hardware inventory data through various IT systems.
• Coordinate with Security teams and external vendors on device management and hardware service issues.
• Develop and maintain detailed technical documentation, knowledge base articles, support procedures, and asset inventories.
• Identify recurring issues and propose enhancements to streamline support processes and improve employee satisfaction.
• Contribute actively to IT projects and workplace technology initiatives to increase operational efficiency.

Candidate Qualifications

• Practical experience supporting staff in corporate, SaaS, or multi-location environments.
• Expertise in corporate device management including deployment, troubleshooting, patching, and lifecycle administration.
• Familiarity with identity and access management platforms such as Active Directory, Entra ID, Okta, and Google Workspace.
• Proficiency with endpoint management solutions like Intune, Jamf, Kandji, or SCCM.
• Knowledgeable in IT service management, ticketing systems, incident resolution, and maintaining service levels.
• Strong analytical skills with an ability to dissect and resolve complex technical challenges following a structured, logical method.
• Excellent communication skills capable of translating technical information clearly to non-technical users.
• Formal education or certification in Information Technology or equivalent professional experience.

Performance Milestones

• Within 3 months: Gain a thorough understanding of Varicent’s IT infrastructure and provide efficient resolution to basic technical issues.
• Within 6 months: Independently manage recurring support tasks and demonstrate adherence to company security and service standards.
• Within 12 months: Establish yourself as a reliable IT professional capable of handling complex technical problems and driving improvements in support processes.

Additional Information and Work Conditions

This role requires at least three days per week onsite presence at the Toronto office. On-call and after-hours support duties may be part of the responsibilities.

The expected annual salary ranges from CAD 80,000 to CAD 105,000, with potential additional compensation including bonuses and commissions depending on eligibility. Benefits encompass comprehensive health plans, paid time off, volunteer and learning days, retirement schemes, tuition support, and flexible work arrangements.

Equal Opportunity Statement

Varicent is committed to diversity and inclusion, providing equal employment opportunities regardless of race, gender, age, sexual orientation, disability, or veteran status. Accommodations are available upon request during recruitment.