Senior IT Technical Support Specialist

About the Company

Varicent builds SaaS solutions that help organizations improve sales performance management and drive revenue success. The company supports revenue leaders with tools for smarter go-to-market planning, stronger seller performance, and better revenue outcomes. It is recognized across major industry reports and review platforms and is used by global organizations such as T-Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody's, and Stryker.

Role Overview

Reporting to the VP of IT, this position focuses on improving the day-to-day technology experience for employees across a global workforce. The role supports users across remote and office settings and covers endpoint devices, identity and access management, collaboration tools, hardware, software, and employee lifecycle support.

The ideal candidate is someone who enjoys resolving varied technical issues, can work with limited supervision, and is motivated to improve IT support processes and the overall employee experience.

What You'll Do

• Deliver global technical support to employees, including troubleshooting, issue resolution, documentation, and escalation when needed.
• Support laptops, desktops, operating systems, SaaS tools, collaboration platforms, identity systems, networking, and productivity applications.
• Handle onboarding and offboarding tasks such as device setup, software installation, account creation, access provisioning, and asset return.
• Keep user accounts, permission settings, device details, and asset records accurate across IT systems.
• Work with Security teams and third-party vendors on device administration, access control, hardware concerns, and service requests.
• Prepare and update knowledge articles, technical guides, support workflows, and inventory documentation.
• Spot recurring problems and suggest ways to improve support operations, tools, and the employee experience.
• Contribute to IT initiatives, workplace technology projects, and broader operational improvements within the support function.

What We're Looking For

We’re seeking someone with experience supporting employees in a corporate, SaaS, technology, or multi-site environment. You should have hands-on experience with corporate device management, including deployment, troubleshooting, software installation, patching, and lifecycle support.

Familiarity with identity and access platforms such as Active Directory, Entra ID, Okta, Google Workspace, or similar tools is important, along with experience using endpoint management platforms like Intune, Jamf, Kandji, SCCM, or equivalent solutions.

You should also understand IT service management practices, ticketing systems, incident handling, and service-level expectations. Strong problem-solving ability, clear communication, and the ability to explain technical topics to non-technical users are key. A degree, diploma, certification in Information Technology or a related field, or equivalent practical experience is required.

Success Milestones

In the first 3 months, you are expected to understand the IT environment, processes, and support standards; resolve routine and moderately complex requests; assist with onboarding and offboarding more independently; keep records accurate; and build strong working relationships with internal teams and vendors.

By 6 months, you should be able to manage common support activities on your own, apply effective troubleshooting methods, consistently follow security and service expectations, identify recurring issues, and communicate clearly about issue status and resolutions.

Within 12 months, you should be operating as a trusted support professional with minimal oversight, handling complex issues end to end, supporting improvements to onboarding, offboarding, asset management, documentation, and support operations, and helping maintain a secure and consistent employee technology experience.

Work Location and Schedule

This position requires working from the Toronto office at least three days per week. Participation in on-call and after-hours support may also be needed.

Compensation

The estimated annual base salary range for this role is C$92,160 to C$115,200. The overall compensation package may also include bonuses, commissions for eligible sales roles, and a comprehensive benefits package. Final base pay will depend on qualifications and market data, as assessed during the interview process.

Additional Information

This posting represents an existing vacancy. The hiring process uses artificial intelligence tools to support candidate screening and assessment, but final decisions remain with people.

Benefits

• Comprehensive health and wellness coverage, including medical, dental, and vision benefits tailored to local needs.
• Paid time off and public holidays so employees can rest and recharge.
• Volunteer days to support causes and communities that matter to you.
• Learning days to encourage growth, skill building, and professional development.
• Market-aligned compensation that reflects experience and contribution.
• Retirement plans designed to support long-term financial security.
• Tuition support for continuing education and professional development.
• Flexible work options, including remote and hybrid arrangements in many regions.

Equal Opportunity and Privacy

Varicent is committed to maintaining a diverse workplace and provides equal employment opportunities regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Accommodation can be requested during the recruitment process by contacting accomodations@varicent.com.

The company also complies with fair employment practices related to citizenship and immigration status. By submitting an application, candidates confirm that they have reviewed and agreed to the Job Applicant Privacy Notice and that their information is accurate, complete, and free of material omissions.