IT Support Technician

Faire•Kitchener, ON

12d•CA$30 - CA$42•Onsite

About The Position

Faire is looking for an on-site IT Support Technician to join our IT team in Waterloo. Most of your day will be spent helping employees by working through the ticket queue, helping unblock employees when they run into technical issues, and supporting internal events — all with clear communication, solid troubleshooting, and reliable follow-through. Beyond the daily support work, we’re looking for someone who can take on small projects and unclear tasks without needing step-by-step direction. You should be comfortable identifying improvements, finding ways to reduce repetitive work, and handling one-off technical issues. This role includes both regular in-person support and opportunities to improve how our team works. This role requires full-time presence in our Kitchener-Waterloo office five days per week.

Requirements

2+ years of experience in an IT Support, Help Desk, or deskside role
Experience supporting MacOS, SaaS applications, and basic A/V setups
Strong troubleshooting skills and the ability to solve issues independently
Comfortable using tools such as Jira, Slack, Zoom, Notion, and FleetDM
Clear written and verbal communication
Organized and able to manage multiple tasks at once
Comfortable working in the office and handling hands-on support needs
Self-starter who can take initiative and run with tasks
Interest in automation or improving workflows
Experience assisting with company events
Curiosity about new tools and ways to make IT support more efficient
Must be able to travel internationally, 1 to 2 times per year.

Responsibilities

Work in the Jira ticket queue throughout the day, handling tickets with strong communication and ownership
Support employees with MacOS, SaaS tools, account access, and general troubleshooting
Troubleshoot issues with devices, the network, Zoom rooms, etc., partnering with IT Engineering to implement solutions
Communicate clearly with employees through Slack, Zoom, Jira, and in person
Support internal events such as Makers Faire, including planning, setup, equipment testing, and day-of assistance
Make sure event spaces, A/V setups, and demo stations are working properly
Take on ambiguous tasks and work independently to deliver high-quality results
Look for ways to simplify, improve, or automate repetitive support tasks
Update and create documentation in Notion to make processes clearer for the team
Help solve unexpected or unusual technical problems and become someone the team can rely on in those moments