Adaria is looking for an IT Support Specialist to own two connected responsibilities: day-to-day internal IT support across our Toronto office, and front-line customer support for external customers using our payments technology platform serving unattended retail and vending operators. This is a hands-on, generalist role for someone who's comfortable troubleshooting a laptop issue in the morning and a payment terminal issue in the afternoon. You'll be the first point of contact for both — building runbooks and documentation as you go — with a transparent escalation path to senior technical staff for anything that requires deeper protocol-level or platform-level expertise.

What You'll Do Internal IT Support - Resolve day-to-day IT issues for staff: account access, device setup, email/M365, printers, basic network connectivity - Provision and deprovision accounts and devices for new hires and departures - Support office network and Wi-Fi issues, escalating hardware/config problems as needed - Coordinate with external vendors (ISPs, hardware suppliers) on IT-related issues - Maintain an internal knowledge base of common issues and fixes External Customer Support - Serve as first-line support for customers reporting issues with payment terminals or transaction processing - Triage and resolve known issues using documented runbooks (terminal resets, connectivity checks, status verification)



- Track and log recurring issues to help identify systemic problems - Escalate novel or complex issues (protocol-level faults, gateway integration problems, suspected fraud patterns) to the technical team promptly - Communicate clearly and calmly with customers experiencing payment disruptions — this is revenue-impacting for them, so responsiveness matters Documentation & Process - Build out troubleshooting runbooks and a knowledge base for both IT and AdariaPay support as issues are resolved, since formal documentation doesn't yet exist - Flag patterns or recurring pain points to leadership What We’re Looking For - 2+ years in an IT support, helpdesk, or technical support role - Comfortable learning new technical domains quickly — no prior payments/POS experience required, but you should be excited to develop it - Working knowledge of Microsoft 365 / Windows environments; networking fundamentals a plus - Strong communication skills — you'll be the calm, clear voice on both internal and customer-facing tickets - Self-directed: comfortable building process and documentation where none currently exists - Based in or able to commute to the Toronto (Concord) office Nice to Have - Exposure to POS or payment terminal systems - Familiarity with ticketing/helpdesk tools - Basic scripting or automation experience

📌 IT Support Specialist (Vaughan)
🏢 Adaria Vending Services
📍 Vaughan