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Job Description

So, what will your new role look like?

In this role, you will be at the heart of the employee experience by providing reliable, human, and efficient IT support to all Workleap team members. You will handle a wide variety of technical requests, ranging from access and SaaS tools management to device administration, while ensuring fast, high-quality service.

On a daily basis, you will analyze and resolve technical issues while documenting and structuring information to improve team practices. You will actively contribute to the evolution of processes and tools by proposing initiatives aimed at enhancing efficiency and user experience.

You will collaborate with the team on incidents and ad hoc projects, while managing your priorities with discipline in a fast-evolving environment.

Responsibilities:

• Provide high-quality technical support and resolve IT requests within reasonable timeframes
• Manage access and licenses (creation, modification, and removal of user accounts and SaaS access)
• Identify and implement improvements to IT processes and user experience leveraging automation and AI tools
• Administer the device fleet using MDM tools such as Intune and Jamf
• Gather, clarify, and document relevant information for the team
• Conduct research, investigate issues, and propose initiatives to improve user experience and efficiency
• Collaborate with the IT team on incident resolution and ad hoc projects
• Define priorities and ensure effective time management

What does your future team look like? 

• You will join a collaborative, people-focused, and service-oriented IT team whose mission is to support Workleap employees daily by providing a seamless and efficient technology experience.
• The IT Support team works closely with other teams to quickly resolve issues, improve tools, and optimize processes. It values knowledge sharing, teamwork, and continuous improvement.
• In a constantly changing environment, the team plays a key role in evolving practices and systems, with a strong focus on user experience and operational efficiency.

What are the next challenges awaiting your team? 

• The IT Support team must continuously adapt its tools, processes, and ways of working to effectively support a growing number of users.
• One of the main challenges will be optimizing and automating the management of access, equipment, and requests in order to improve the speed and quality of service.
• The team aims to improve documentation, structure knowledge, and increase user autonomy, without compromising a smooth and human experience.
• Finally, it plays a key role in evolving the technological environment, particularly by leveraging MDM tools and SaaS solutions to enhance security, efficiency, and ease of use in day-to-day operations.

Qualifications

• 8+ years of experience in IT support or a related field;
• Demonstrated experience using AI tools or automation to improve efficiency or service quality in an IT context;
• Excellent interpersonal skills and strong customer service orientation;
• Excellent communication skills in both French and English (spoken and written);
• Expertise in troubleshooting Windows 11 and macOS;
• Experience managing SaaS access;
• Knowledge of Azure AD, Microsoft 365, and Azure PIM;
• Autonomy, resourcefulness, and initiative;
• Strong interest in artificial intelligence and its practical applications.

Salary range: $68K-85K CAD.
This range reflects our Canada-wide compensation scale. Final offers may be adjusted based on the candidate's region to align with local market conditions.