IT Support Specialist

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

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

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

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

Exposure to POS or payment terminal systems

Familiarity with ticketing/helpdesk tools

Basic scripting or automation experience