Junior IT Support Specialist

Tell me about Igloo!

One of our core beliefs at Igloo is that people are a company’s biggest asset. This philosophy is woven into everything we do at Igloo – our behaviors, our culture, and especially our digital workplace solutions, which we as Iglooites use everyday. You might say we talk the talk and walk the walk!

Igloo's mission is to transform workplace communication and collaboration! We simplify workflows, making it easy to create and share content while delivering a delightful experience for all Igloo users.

That’s why we deliver an exceptional employee experience that goes beyond just perks and promises – Igloo can offer you the true sense of purpose that you’ve been looking for! We offer a fully remote work environment designed to empower you to thrive, excel and succeed in your career from the comfort of your home. Join Igloo and unleash your potential!

Why this role is important:

As a Junior IT Support Specialist, you will play a crucial role in ensuring the smooth operation of our internal IT systems and providing technical support to our employees. You will also be responsible for monitoring and responding to alerts from our network operations center (NOC), ensuring optimal performance, availability, and security of our IT infrastructure. Your contributions will help maintain a productive and efficient remote work environment, enabling our team to deliver exceptional digital workplace solutions to our clients.

This is hybrid role and the employee is expected to work in the Kitchener, ON office a minimum of 2 days per week.

The impact you’ll have:

• Technical Support: Provide first-level technical support to employees, resolving hardware, software, and network-related issues promptly.
• Incident Monitoring & Response: Proactively monitor IT systems, network infrastructure, and cloud services for alerts and anomalies, responding promptly to events and escalating as necessary.
• System Maintenance: Assist in the maintenance and monitoring of internal IT systems, ensuring optimal performance and security.
• Onboarding Assistance: Support the onboarding process for new employees by setting up accounts, hardware, and necessary software.
• Network Operations: Perform first-level network troubleshooting, including connectivity issues, latency concerns, and system outages.
• Documentation: Maintain accurate records of support requests, resolutions, IT inventory and incident response actions.
• Security & Compliance: Assist in enforcing IT security policies, monitoring for potential security threats, and responding to security alerts under the guidance of senior IT staff.
• Collaboration: Work closely with the IT team to identify and implement improvements to existing systems, processes and monitoring tools.

The keys to success:

• Education: A diploma or degree in Information Technology, Computer Science, or a related field.
• Experience: 1-2 years of experience in an IT support role, preferably in a remote or hybrid work environment or a network operations center (NOC) environment.
• Technical Skills:
• Proficiency in troubleshooting hardware and software issues.
• Familiarity with network configurations, basic firewall rules, and VPN technologies.
• Experience with monitoring tools (e.g. SolarWinds, Azure Monitor, etc.)
• Understanding of IT service management (ITSM) processes, such as incident and problem management.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Strong analytical skills with a proactive approach to identifying and resolving issues.
• Team Player: Ability to work effectively both independently and as part of a team, demonstrating strong interpersonal skills.
• Hybrid Work Environment: Igloo is a remote-first working environment but we do maintain a small office. This role will be required to be in the office on a scheduled basis to support employees and business activities.

What Igloo can offer you!

We offer a training budget for every employee, health benefits a wellness spending account, and matching retirement savings. You choose whether you work on a Mac or PC, whatever hardware makes your work easier.

If you’re looking for a role with the right mix of autonomy and team collaboration, an environment that fosters transparency and trust, a company with seasoned leadership and backed by a leading investment firm, a career with lots of opportunity and room for growth, and a chance to personally influence how organizations work, then we invite you to step inside Igloo. 

Sound like you? Apply now!

Igloo is committed to building and supporting a culture of equity, diversity, inclusion, and accessibility. We hire the best talent and welcome applications from all qualified individuals, especially those from underrepresented and systemically oppressed groups.

Accommodations are available on request to enable your full and inclusive participation in our recruitment process. Please contact [email protected] for if you require support.

Learn more about Igloo Software: https://www.igloosoftware.com/careers/