IT Support Specialist
The Service Desk Technician is the first point of contact for reactive client support and is responsible for owning technical issues from initial response through resolution or appropriate escalation. The role delivers timely, professional remote and onsite support, keeps clients informed throughout the ticket lifecycle, and maintains accurate documentation. By identifying recurring issues and sharing practical feedback with the appropriate teams, the Service Desk Technician helps improve service quality, reduce reactive workload, and strengthen client trust.
Respond to, triage, and manage incoming support requests in line with established response-time and priority standards.
Diagnose and resolve common hardware, software, access, connectivity, and end-user technology issues remotely or onsite.
Install and configure approved software and complete client-specific setup on recent or replacement devices when assigned.
Identify recurring issues, service patterns, and process gaps, and route feedback to the appropriate technical, strategic, client success, or centralized services team.
Refer project work, billable moves, adds and changes,



procurement requests, and other out-of-scope work to the appropriate owner.
Follow Service Desk processes, escalation paths, and service standards, including first-in, first-out ticket handling and proactive updates on high-priority issues.
At NextGen Automation, we believe great people do their best work when they feel supported, valued, and empowered to grow. Comprehensive health, dental, and wellness benefits
Modern tools, equipment, and technology to help you succeed
Flexible working arrangements - this role can operate fully remotely from anywhere in Western Canada
Opportunities to make a meaningful impact on our customers and teammates
Bring energy, positivity, and personality to everything you do and offer appreciation and support to your team.
Think Customer First: Put our customers at the centre of our decisions.
Stay Agile: Embrace change, be curious and find better ways to get things done.
These values guide how we work, support one another, and create exceptional experiences for our customers.

📌 IT Support Specialist Remote H/F (Toronto)
🏢 NextGen Automation
📍 Toronto