Freelance Onsite It Support Technician Jobs in Waterloo, ON

If you want to be a Maxonian and help bring the best 2D and 3D visual effects, motion graphics, gaming, AR/MR/VR, visualization and design software to the market, then we should have a chat.

WHO WE ARE:
Packed with brilliant, passionate people, Maxon is deeply rooted in the creative industry and committed to empowering the artistic community.We are Maxonians. We encourage and motivate each other to be curious learners. We are obsessed with customer fulfillment and inspiration -before, during and after purchase. If you too want to be a Maxonian and help bring to market the finest software products for 2D and 3D visualeffects, motion graphics, games, AR/MR/VR, visualization and general design, let's talk.

What you will do:

End User Support & Hardware

• Provide support for end-user equipment in accordance with Maxon IT standards, security policies, and operational guidelines.
• Build, configure, and deploy custom hardware systems tailored to user and business requirements.
• Provide advanced support for Windows-based systems, including troubleshooting OS, drivers, applications, and system performance issues.
• Provide intermediate to advanced support for macOS systems, including configuration, troubleshooting, and user support.
• Provide intermediate to advanced support for mobile devices and tablets, including enrollment, configuration, and troubleshooting.
• Perform advanced hardware troubleshooting, diagnostics, repair coordination, and replacement as required.

Asset, Security, and Compliance Management

• Track and manage hardware assets using the asset management system, ensuring accurate inventory, lifecycle tracking, and assignment records.
• Ensure endpoint devices comply with IT security standards, including patching, encryption, endpoint protection, and compliance monitoring.

Networking Support

• Provide advanced network troubleshooting support for end users, including connectivity, VPN, Wi-Fi, and network performance issues, and escalate when necessary
• Administer and support network switching infrastructure, including VLAN configuration, port assignments, and basic network diagnostics.

Systems and Server Support

• Perform patching and updates of servers in accordance with IT procedures and maintenance schedules.
• Provide basic system administration support, including network connectivity troubleshooting and service availability checks.
• Perform backup tasks according to established procedures and verify backup integrity when required.
• Triage, prioritize, and escalate support tickets appropriately, ensuring timely resolution and proper communication.

Documentation and Process Compliance

• Document troubleshooting steps, resolutions, and relevant technical details in the ticketing system.
• Maintain accurate asset records in the asset management system.
• Document recurring issues, solutions, and technical procedures in Zendesk FAQ and Confluence.
• Maintain process logs and project-related documentation as required.
• Participate in IT projects, including planning, implementation, rollout, and post-implementation support.

End User Environment & Training

• Prepare and deploy end-user work environments, including hardware setup, software installation, and peripheral configuration.
• Provide guidance to end users on new software, technologies, and IT best practices, including security awareness.

General Responsibilities

• Support IT operational stability and continuous improvement initiatives.
• Perform other duties as assigned in support of IT operations and business needs.
• Other duties as assigned.

What we are looking for:

Work Experience / Technical Expertise

• 2-5 years of relevant IT support experience.
• 3+ years of experience supporting Windows and macOS end users in a professional environment.
• Expert-level experience in end-user hardware support, assembly, deployment, and troubleshooting.
• 1+ year of networking experience or CompTIA Network+ certification or equivalent knowledge.
• 3+ years of experience in network cabling installation, maintenance, and troubleshooting.
• Experience using IT service management systems such as Zendesk, ServiceNow, or equivalent.
• Experience with asset management and endpoint management systems is preferred.

Certifications (preferred but not required):

• CompTIA A+
• CompTIA Network+
• Microsoft Associate Certification or equivalent
• Apple certification (ACSP or equivalent) is a plus

Soft Skills:

• Dependable and communicative team player with strong collaboration skills.
• Reliable, solution-oriented, and quality-focused, with a strong sense of ownership and accountability.
• Ability to work independently and manage responsibilities with minimal supervision.
• Ability to prioritize workload effectively in a fast-paced, service-oriented environment.
• Strong analytical and troubleshooting skills.

Communication Skills:

• Ability to clearly understand, explain, and communicate IT support topics effectively to both technical and non-technical end users and peers alike.
• Ability to translate technical issues into understandable terms and provide clear guidance to users.
• Very good written and verbal communication skills in English.
• Ability to document technical information clearly and accurately

WHAT WE OFFER:

You will be part of a highly motivated international team of specialists working in an environment that offers a warm welcome with detailed onboarding and a dedicated mentor for a familiarization period as well as a wide range of individual development possibilities. Interested in joining our team? Click "Apply" to submit your application. Don't meet every single requirement? At Maxon we embrace diversity, are avid explorers and curious learners, so if you're excited about this role but your experience doesn't entirely match every qualification in the job description, we encourage you to apply in any case. You may be just the right candidate for this or other positions.

We're looking forward to hearing from you!