IT Service Technician

Firmex is a global software-as-a-service provider with corporate headquarters in Toronto, Canada. The company’s Firmex VDR service is the world’s most trusted virtual data room, having been used by over 140,000 companies worldwide to share confidential documents for due diligence, litigation and compliance. 

The IT Service Technician should possess a service-first personality and experience in a customer-facing IT support role. Candidates should have a deep understanding of troubleshooting techniques, excellent customer service abilities, and strong time management skills. The ideal candidate is a critical and innovative thinker who can work independently with minimal supervision and manage projects from inception to completion. Firmex, being a remote-first workplace, requires that the primary interaction with employees be conducted remotely.

As our IT Service Technician you will be responsible to:

• Provide comprehensive end-user support for hardware, software, Google Workspace, and M365 applications.
• Manage IT service partners, equipment inventory, SaaS tool licensing, and internal documentation
• Coordinate with third-party partners for equipment management, including on/off-boarding and repairs.
• Maintain office infrastructure and network equipment, oversee ISP services, and manage conference and hotel workstations.
• Conduct user, application, and endpoint activity audits in collaboration with compliance and security teams.
• Monitor critical business systems for security and availability events, and respond as needed.
• Lead IT projects, ensuring delivery within scope, time, and budget constraints, and identify opportunities for process improvements.

What you'll need to be successful as our IT Service Technician:

• Undergraduate degree or diploma in a related field, with at least 3 years of relevant work experience.
• Proven experience in IT support or system administration roles, with expertise in macOS, Windows, M365, and Google Workspace.
• Familiarity with Identity providers (e.g., Jumpcloud), IAM, SSO, and MFA.
• Strong project management skills, adept at managing deadlines and operational requirements.
• Ability to work independently, handle multiple tasks, and effectively communicate technical information to non-technical users.
• Excellent problem-solving abilities, with a creative approach to developing innovative solutions.
• Knowledgeable in network management, including firewall and Wi-Fi systems.
• Outstanding verbal and written communication skills, proactive attitude, and a commitment to staying updated with industry standards and trends.
• Detail-oriented and organized, with a strong sense of ownership and initiative to drive tasks and projects to completion.
• A collaborative approach, capable of working effectively with various teams across the organization.
• Passionate about enhancing the user experience within the IT service management team.
• Capable of lifting at least 50 lbs when required.