Who you are

- 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

- 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 rapid paced environment

- Examples of process improvement or automation

- Vendor management experience, including license renewals and support escalations

What the job involves

- 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

- 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

Benefits

- Financial: Competitive base salary. Generous equity options. Performance bonuses for 95%+ employees. Bi- annual performance &

compensation reviews. RRSP & 401k employee contribution plan.

- Health & Family: Health/dental/vision insurance as of Day 1. Paid parental leave. Life insurance + disability insurance.

Employee Family Assistance

Program (EAP).

- Other Perks: Flexible PTO. Home-office allowance. Hybrid flexibility. Access to awesome office spaces (in L A , Toronto, and Raleigh). Team retreats & off- sites.

📌 IT Support Specialist (Toronto)
🏢 BuildOps
📍 Toronto