IT Support Specialist

At BuildOps, we're building a groundbreaking software solution, purpose built to support today's commercial contractors. From helping our customers manage their service department to project management, we're building a team that invests in our mission.

Based in Toronto, this role helps keep our employees productive by supporting our IT infrastructure and resolving day to day technology issues.

You'll handle 15 to 25 support tickets daily, help manage access across more than 40 SaaS applications, and troubleshoot issues ranging from authentication to application integrations. This is a high volume, user facing role that calls for sound judgment, clear communication, and strong documentation.

What You'll Do

• Manage identity and access across Okta, Google Workspace, 1Password, and more than 40 SaaS applications. This is about 40 percent of daily work.

• Provision system admin accounts, Okta apps, vault access, and multi step tools such as Heap, Gong, and Windmill.

• Troubleshoot authentication issues including password resets, MFA setup, phone loss recovery, and account lockouts.

• Resolve integration issues with Salesforce Connected Apps, Greenhouse SSO, and browser compatibility.

• Support Mac users through Iru MDM, including hardware troubleshooting, device setup, and SOC II compliance requirements.

• Create and maintain documentation, including runbooks, troubleshooting guides, and process improvements.

• Collaborate with DevOps on AWS permissions, Security on vendor reviews, and HR on onboarding and offboarding workflows.

• Manage the daily ticket queue through Slack and Jira Service Management, prioritizing requests and escalating issues when needed.

• Provide basic AV support for company all hands, including setup and troubleshooting of microphones, speakers, cameras, displays, and conferencing equipment.

What We Look For

• At least one year of hands-on experience supporting Okta tasks such as app provisioning, user management, or MFA troubleshooting.

• At least two years supporting Mac users in an MDM environment such as Kandji, Jamf, or a similar tool.

• Experience using Jira or a similar service management platform to manage tickets, permissions, or workflows.

• At least two years in IT support or a help desk role. Experience with a high volume ticket queue is an asset.

• Familiarity with SaaS tools for identity, collaboration, and business operations.

• Comfort using company approved AI tools to support research, troubleshooting, and documentation while following company guidelines.

• Basic AV knowledge and comfort helping set up and troubleshoot audio, video, and conferencing equipment for the company all hands.

• Clear written communication skills and the ability to support non technical users through Slack.

• Ability to create clear technical documentation and runbooks.

• A practical troubleshooting approach, including knowing when to research, resolve, or escalate an issue.

• Remote user support experience and the ability to prioritize requests in a busy environment.

• Patience and an interest in explaining technical concepts clearly to non technical users.

• Ability to work a hybrid schedule, working from home Monday and Friday and in the Toronto office Tuesday through Thursday.

Nice to Have

• Auth0 experience for system admin account provisioning.

• Salesforce administration or Connected Apps troubleshooting.

• Experience with Heap, Gong, Gainsight, or Windmill provisioning workflows.

• Security compliance awareness, including SOC II or vendor security reviews.

• Experience supporting integrations between SaaS applications, including webhooks, APIs, or SSO and SAML.

• Experience in a startup or other fast paced environment.

• Examples of process improvement or automation.

• Vendor management experience, including license renewals and support escalations.

Compensation

• 60,000 - 80,000 CAD base + annual bonus opportunity