Who you are

- 3 to 7 years of experience in help desk, internal IT support, or a similar technical support role.

Experience in a fast-paced or global team is a plus

- Strong experience with supporting user accounts, password resets, MFA, and SSO, specifically with Okta and Google Workspace

- Experience with Mobile Device Management (MDM) platforms such as Iru (macOS) and Microsoft Intune (Windows)

- Basic understanding of networking fundamentals (TCP/IP, DNS, Wi-Fi, and VPN), with familiarity supporting UniFi/Ubiquiti equipment a plus

- Comfort supporting employees in Slack and other everyday collaboration tools such as Microsoft Office 365 (channels, apps, notifications, and common access issues)

- A patient, helpful, solutions-oriented approach to supporting internal staff, with a commitment to follow-through and a positive experience for every request

- If any of the above doesn’t line up exactly with your experience, we still encourage you to apply

What the job involves

- We are seeking a proactive, customer-focused IT Support Specialist based in Toronto to anchor our regional IT operations. In this role, you will be the primary point of contact for internal employees, delivering white-glove technical support while managing core identity, collaboration platforms, and SaaS systems

- Beyond day-to-day helpdesk operations, this position bridges traditional IT support and modern systems engineering. You will leverage automation, scripting, and modern DevOps practices to streamline user lifecycles, eliminate manual toil, and ensure our workforce operates securely and efficiently

- Serve as the first point of contact for internal employees, triaging incoming requests through the ticketing system and established support processes

- Troubleshoot and resolve workstation, laptop, mobile, and basic network issues for in office staff and remote employees,



escalating more complex support cases to senior staff or the appropriate team

- Deliver calm, clear support during high-priority incidents, keep users informed, and document work thoroughly through to resolution

- Manage end-to-end employee onboarding and offboarding workflows, ensuring zero-day access provisioning, hardware readiness, and secure offboarding compliance

- Build and maintain support procedures and employee-facing knowledge base articles so common issues are handled consistently

- Partner with business units as a go-to support contact and communicate clearly, in writing and in person, across the organization

- Support new-hire onboarding and offboarding, including device setup, access requests, and day-one readiness

- Track hardware inventory and coordinate on device replacements and repairs

- Assist with password resets, MFA, email, and common productivity-tool issues so employees can get back to work quickly

- Provide hands-on support for printers, peripherals, and meeting-room technology when on-site help is needed

- Stay eager to learn, take on special projects, and grow into broader IT support responsibilities

Benefits

- Six weeks’ paid vacation

- Equity / stock options
- RRSP, 401(k), and Pension Scheme contributions

- Coverage for 100% of your insurance premiums across health, dental, vision, and travel

- Additional coverage for accessing mental health providers/services

- Six months of fully paid parental leave, including adoption and surrogacy

- Financial support for egg freezing and IVF in Canada and the UK
- A monthly fitness and wellness allowance

- Globally dispersed company that supports a remote work culture
- A $2,000 annual education benefit for professional development
- A weekly stipend for meals when working remotely and catered lunch when working from one of our global offices
- A monthly arts and culture allowance
- A monthly quality time allowance

📌 IT Support Specialist (Toronto)
🏢 Cohere
📍 Toronto