IT Support Specialist ensuring smooth operation of computer systems for EnsembleIQ, supporting users and managing infrastructure in a hybrid role based in Toronto.
About the role
- IT Support Specialist responsible for delivering user-centric support and technical assistance for Microsoft 365 applications at QS. Collaborating across global teams and managing IT tickets effectively.
Responsibilities
- Deliver user-centric support with clear communication, technical accuracy, and a strong service mindset.
- Manage and resolve IT tickets in the ITSM tool (Service Desk Plus), moving toward AI-led, knowledge-based resolution.
- Provide expert-level support for Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, SharePoint and related administrative tools.
- Ensure consistent support quality across global time zones and distributed teams.
- Help refine and train AI support tools and ticket workflows to improve resolution efficiency.
- Provide advanced technical support and troubleshooting for end-user devices, applications, and networks.
- Administer Microsoft 365/Exchange Online (provisioning, mailbox management, license allocation).
- Manage Intune for enrolment, endpoint security, policies, and compliance.
- Oversee Active Directory (users/groups, access permissions, applications, authentication).
- Maintain ESET/CrowdStrike Endpoint Security and SonicWall/Meraki firewalls to protect against emerging threats.
- Support Cisco networks (ACLs, NAT, site-to-site VPNs, segmentation).
- Configure and maintain Cisco Secure Access (Umbrella) for DNS protection, filtering, secure web gateway, and roaming clients.
- Strengthen DNS security via filtering/threat blocking, secure resolver configuration, and SIEM/endpoint integration.
- Support network infrastructure (switches, routers, Wi‑Fi, VLANs, routing, DHCP) and troubleshoot performance issues.
- Assess network/security controls to identify risks, recommend improvements, and align with best practices.
- Create, maintain, and optimise knowledge articles to enable self-service and reduce tickets.
- Turn technical solutions into clear, searchable content; partner with stakeholders to keep it current.
- Integrate knowledge content into AI tools/virtual agents within the ITSM platform.
- Work with cross-functional teams to deploy and optimise cloud solutions aligned to business goals.
- Monitor system health, performance, and uptime through proactive maintenance and reporting.
- Maintain IT documentation/SOPs and support security and audit compliance requirements.
- Manage end-to-end onboarding/offboarding globally: accounts, hardware, permissions, and access deprovisioning.
- Coordinate with People/Workplace teams to ensure secure, seamless employee transitions.
- Manage device return, reassignment, or disposal per security and sustainability policies.
- Coordinate procurement, configuration, and delivery of laptops/IT hardware to standards and policy.
- Maintain a central asset register (inventory, warranty, lifecycle data).
- Support secure disposal or redeployment of devices aligned to data security and environmental standards.
- Promote sustainable IT (energy-efficient devices, minimised storage, e-waste reduction).
- Ensure IT services are accessible and inclusive for a diverse workforce.
- Support compliance and data protection goals, including contributions toward ISO 27001 certification.
- Identify opportunities to improve recurring processes via automation and intelligent routing.
- Help design and roll out scalable service delivery processes in the ITSM platform.
- Partner with IT, Compliance, People, and Workplace teams to deliver support aligned to company goals.
- Lead or support projects (system rollouts, hardware refresh, office relocations).
- Act as liaison between users and technical teams/vendors to escalate and resolve complex issues.
Requirements
- IT support/service desk experience in distributed/global environments; comfortable supporting hybrid and remote users across time zones.
- Strong expertise in Microsoft 365, Windows, Mac OS, and remote desktop support.
- Experience with ITSM tools (Jira, Zendesk, ServiceNow, Service Desk Plus), including automation, knowledge base integration, and SLA/metrics tracking.
- Track record of creating user-friendly documentation and self-service support content.
- Experience supporting a global workforce across multiple time zones.
- Network and security understanding (firewalls, VPNs, Wi‑Fi, segmentation) and hands-on troubleshooting.
- Strong incident management and enterprise end-user support experience.
- Good cybersecurity practice knowledge (patching, endpoint compliance) and familiarity with cloud/remote support tools.
- Hands-on knowledge of cloud solutions and remote support tools.
- Analytical problem-solver; able to prioritise in fast-paced, multi-region environments with minimal supervision.
- Excellent communication, documentation, organisation, and collaboration skills; able to explain complex topics to non-technical users.
- Experience with laptop procurement and IT asset lifecycle management; detail-oriented with a process-improvement mindset.
- Experience supporting hybrid work environments and remote employees.
- Degree in Computer Science, Information Systems, or related field.
- Certifications preferred (e.g., Microsoft Certified: O365 Fundamentals, Network+).
- Experience with MDM/EDR tools, asset management, and IT helpdesk platforms (e.g., Service Desk).
- Familiarity with scripting (e.g., PowerShell), Intune, and workflow automation; experience supporting rollout of AI-enabled ITSM tools/virtual agents.
Benefits
- Competitive base salary
- Access to an annual bonus scheme (for qualifying roles only)
- 21 days annual leave – increasing to 23 days after 5 years’ service + 8 days casual leave
- 14 days holiday for the year 2025
- Enhanced maternity and paternity leave
- Access to Provident Fund and Pension Fund Scheme
- Group Medical Insurance
- A vibrant social environment and multicultural and multinational culture
- Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation
- A focus on welfare which is led by our global wellness team, with mental health first aiders globally
- EAP (Employee Assistance Program) Service - dedicated services for enhanced EAP and comprehensive wellness with 24/7 helpline available through Truworth Wellness
- Access to a variety of diversity and inclusion initiatives and groups
- Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual personal development event
- Support for volunteering and study leave
- Free subscription to LinkedIn learning – with over 5,000 courses and programmes at your fingertips
- Options to join our outstanding global Mentorship programme
Job title
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