IT Support Technician Job Kitchener area,Ontario Canada,IT/Tech

About this role:

Faire is looking for an on-site IT Support Technician to join our IT team in Waterloo. Most of your day will be spent helping employees by working through the ticket queue, helping unblock employees when they run into technical issues, and supporting internal events — all with clear communication, solid troubleshooting, and reliable follow-through.

Beyond the daily support work, we’re looking for someone who can take on small projects and unclear tasks without needing step-by-step direction. You should be comfortable identifying improvements, finding ways to reduce repetitive work, and handling one-off technical issues. This role includes both regular in-person support and opportunities to improve how our team works.

This role requires full-time presence in our Kitchener-Waterloo office five days per week.

What you’ll do:

Daily Support

Work in the Jira ticket queue throughout the day, handling tickets with strong communication and ownership

Support employees with MacOS, SaaS tools, account access, and general troubleshooting

Troubleshoot issues with devices, the network, Zoom rooms, etc., partnering with IT Engineering to implement solutions

Communicate clearly with employees through Slack, Zoom, Jira, and in person

Event Support

Support internal events such as Makers Faire, including planning, setup, equipment testing, and day-of assistance

Make sure event spaces, A/V setups, and demo stations are working properly

Project & Improvement Work

Take on ambiguous tasks and work independently to deliver high-quality results

Look for ways to simplify, improve, or automate repetitive support tasks

Update and create documentation in Notion to make processes clearer for the team

Help solve unexpected or unusual technical problems and become someone the team can rely on in those moments

Qualifications:

2+ years of experience in an IT Support, Help Desk, or deskside role

Experience supporting MacOS, SaaS applications, and basic A/V setups

Strong troubleshooting skills and the ability to solve issues independently

Comfortable using tools such as Jira, Slack, Zoom, Notion, and FleetDM

Clear written and verbal communication

Organized and able to manage multiple tasks at once

Comfortable working in the office and handling hands-on support needs

Self-starter who can take initiative and run with tasks

Interest in automation or improving workflows

Experience assisting with company events

Curiosity about new tools and ways to make IT support more efficient

Must be able to travel internationally, 1 to 2 times per year.

Salary Range:

Canada: the pay range for this role is $30.30 to $41.85 per hour.

This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.

Faire uses Artificial Intelligence (AI) to screen and select applicants for this position.

This job posting is for an existing vacancy.

Hybrid Faire employees currently go into the office 3 days per week on Tuesdays, Thursdays, and a third flex day of their choosing (Monday, Wednesday, or Friday). Additionally, hybrid in-office roles will have the flexibility to work remotely up to 4 weeks per year. Specific Workplace and Information Technology positions may require onsite attendance 5 days per week as will be indicated in the job posting.

Why you’ll love working at Faire

Move fast:
You'll own meaningful problems that serve customers around the globe with the agency to move fast and see your results clearly.

Equipped to scale:
We invest in what matters, including the latest enterprise AI tools, to help you work smarter and get more out of every day.

Best in class:
Our team is full of sharp, kind, and generous colleagues who care about their craft and about helping you grow in yours.

Real rewards. Competitive pay, equity, and comprehensive benefits designed to support your life inside and outside of work.

Belonging:
We're intentional about building an environment where every Faire employee has equal access to opportunities, growth, and success.

Faire…