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 is 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 clear escalation path to senior technical staff for anything that requires deeper protocol-level or platform-level expertise.What You'll DoInternal IT SupportResolve day-to-day IT issues for staff: account access, device setup, email/M365, printers, basic network connectivityProvision and deprovision accounts and devices for recent hires and departuresSupport office network and Wi-Fi issues, escalating hardware/config problems as neededCoordinate with external vendors (ISPs, hardware suppliers) on IT-related issuesMaintain an internal knowledge base of common issues and fixesExternal Customer SupportServe as first-line support for customers reporting issues with payment terminals or transaction processingTriage and resolve known issues using documented runbooks (terminal resets, connectivity checks,



status verification)Track and log recurring issues to help identify systemic problemsEscalate novel or complex issues (protocol-level faults, gateway integration problems, suspected fraud patterns) to the technical team promptlyCommunicate clearly and calmly with customers experiencing payment disruptions — this is revenue-impacting for them, so responsiveness mattersDocumentation & ProcessBuild out troubleshooting runbooks and a knowledge base for both IT and AdariaPay support as issues are resolved, since formal documentation doesn't yet existFlag patterns or recurring pain points to leadershipWhat We're Looking For2+ years in an IT support, helpdesk, or technical support roleComfortable learning new technical domains quickly — no prior payments/POS experience required, but you should be excited to develop itWorking knowledge of Microsoft 365 / Windows environments; networking fundamentalsa plusStrong communication skills — you'll be the calm, clear voice on both internal and customer-facing ticketsSelf-directed: comfortable building process and documentation where none currently existsBased in or able to commute to the Toronto (Concord) officeNice to HaveExposure to POS or payment terminal systemsFamiliarity with ticketing/helpdesk toolsBasic scripting or automation experience

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