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IT technical support for a start up franchise
FreelanceJobs
- Canada
- Canada
À propos
Department: Technology / Franchise Support
Reports to: IT Manager / HQ Operations
Type: Full-Time
Position Summary
We are seeking a proactive and solutions-driven IT & Customer Support Specialist to support our growing network of locations and headquarters team. This role serves as the first point of contact for technical support, system access, and platform-related questions while ensuring a smooth onboarding experience for new users across our core tools and technologies.
The ideal candidate is highly organized, responsive, and comfortable working across multiple systems, providing both technical troubleshooting and end-user support in a fast-paced, multi-unit environment.
Key Responsibilities
User Support & Help Desk
Serve as the first line of support for technical and system-related requests
Respond to and resolve support tickets within defined SLAs
Troubleshoot user access, login issues, and basic system errors
Escalate complex technical issues to the appropriate teams when needed
Maintain clear and professional communication with end users
System & Access Management
Set up new users across company platforms (email, LMS, POS, internal tools, shared drives, etc.)
Manage user permissions, password resets, and role-based access
Offboard users and ensure proper removal of system access
Maintain accurate user access records
Platform Support
Support day-to-day functionality of:
Learning Management System (LMS)
Internal knowledge base / SOP hub
Communication and collaboration tools
Ticketing system
Assist users with navigation, usage, and basic training on systems
Onboarding & Enablement
Facilitate technical onboarding for new team members and locations
Ensure all required tools and logins are properly configured
Provide step-by-step guidance and quick reference materials
Documentation & Process Improvement
Create and maintain support guides and FAQs
Document recurring issues and solutions
Identify trends and recommend process improvements to reduce support volume
Service & Communication
Deliver a high level of customer service with a solutions-first mindset
Translate technical concepts into clear, simple instructions for non-technical users
Follow up to ensure issues are fully resolved and users are confident using the system
Required Qualifications
1–3 years of experience in IT support, help desk, or technical customer support
Experience managing user accounts and system access
Strong troubleshooting and problem-solving skills
Excellent written and verbal communication
Highly organized with strong response-time discipline
Comfortable supporting multiple locations and remote users
Preferred Qualifications
Experience supporting an LMS or training platform
Experience in a multi-unit, franchise, or retail environment
Familiarity with POS systems and SaaS platforms
Experience working with ticketing systems and SLAs
Core Competencies
Responsiveness and accountability
Customer-first mindset
Process-oriented and detail-focused
Ability to prioritize in a fast-paced environment
Clear and structured communicator
Success in This Role Looks Like
New users are onboarded quickly with zero access issues
Support tickets are resolved within established timeframes
End users feel confident using company systems
Recurring technical issues are reduced through documentation and process improvement
Contract duration of less than 1 month. with 30 hours per week.
Mandatory skills: Technical Support, Online Chat Support, Email Support, Desktop & Laptop Support, Network Analysis, Customer Service, Phone Communication, Microsoft 365 Copilot, Router Operating System, Xbox, Ticketing System
Compétences linguistiques
- English
Avis aux utilisateurs
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