IT Support Specialist // Spécialiste de support TI

Mistplay • Montreal, QC

9d • Hybrid

About The Position

Mistplay is the #1 loyalty app for mobile gamers, rewarding its community for playing games with gift cards. The company's mission is to be the best way to play mobile games for everyone, everywhere. As an IT Support Specialist, you will be the architect of the employee experience in a 100% macOS, 100% SaaS environment, prioritizing speed, efficiency, and cloud-native automation. This role involves owning the Help Desk from end-to-end, serving as the primary IT contact for over 200 employees. It is a high-visibility position for a "builder" who will manage the Corporate IT stack, daily support queues, documentation, and metrics to ensure internal systems scale effectively. The role offers a clear path to evolve into a full IT Administrator. Mistplay operates on a hybrid model in Canada, requiring 2 days/week in-office in Toronto or Montreal.

Requirements

• 1-3 years of experience in IT Support.
• A solid grasp of networking, identity (SSO/SAML), and modern IT troubleshooting logic.
• The "Owner" Mindset: looking for the root cause and documenting the fix to prevent recurrence.
• Technical Writing: ability to transform complex technical processes into clear, simple guides for creative professionals.
• Professional proficiency in both French and English.

Nice To Haves

• A strong interest in macOS and modern MDM tools.
• Mac mastery (a strong asset, but training is provided for fast-learning IT generalists).

Responsibilities

• Take full ownership of the ticketing lifecycle—prioritizing, troubleshooting, and resolving issues for the Montreal team.
• Maintain and report on Help Desk KPIs (SLA, ticket volume, resolution trends) to identify areas for improvement.
• Build a robust internal knowledge base, creating "human-readable" guides for users and technical SOPs for the IT team.
• Manage the corporate stack, including Okta (Identity), Google Workspace (Collaboration), and Slack.
• Use Iru (formerly Kandji) to handle zero-touch deployment and maintain the health/compliance of the MacBook fleet.
• Work closely with the IT Manager to transition manual tasks into automated workflows within Okta and Iru.

Benefits

• Team Lunches
• Game nights
• Company-wide events
• Modern Infrastructure: Zero legacy technical debt, using best-of-breed SaaS tools.
• Focused Scope: Own Corporate IT, with a dedicated DevOps team handling production, allowing specialization in IT Administration.
• Clear Career Path: Direct path toward IT Systems Administration.
• Studio Culture: Join a creative, high-energy gaming environment in the heart of downtown Montreal.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed