IT Support Specialist; m​/f​/d

Position: IT Support Specialist (m/f/d)
Location: Southwestern Ontario

If you want to be a Maxonian and help bring the best 2D and 3D visual effects, motion graphics, gaming, AR/MR/VR, visualization and design software to the market, then we should have a chat.

WHO WE ARE:

Packed with brilliant, passionate people, Maxon is deeply rooted in the creative industry and committed to empowering the artistic community. We are Maxonians. We encourage and motivate each other to be curious learners. We are obsessed with customer fulfillment and inspiration – before, during and after purchase. If you too want to be a Maxonian and help bring to market the finest software products for 2D and 3D visual effects, motion graphics, games, AR/MR/VR, visualization and general design, let’s talk.

What you will do:

End User Support & Hardware Provide support for end-user equipment in accordance with Maxon IT standards, security policies, and operational guidelines.

Build, configure, and deploy custom hardware systems tailored to user and business requirements.

Provide advanced support for Windows-based systems, including troubleshooting OS, drivers, applications, and system performance issues.

Provide intermediate to advanced support for macOS systems, including configuration, troubleshooting, and user support.

Provide intermediate to advanced support for mobile devices and tablets, including enrollment, configuration, and troubleshooting.

Perform advanced hardware troubleshooting, diagnostics, repair coordination, and replacement as required.

Asset, Security, and Compliance Management Track and manage hardware assets using the asset management system, ensuring accurate inventory, lifecycle tracking, and assignment records.

Ensure endpoint devices comply with IT security standards, including patching, encryption, endpoint protection, and compliance monitoring.

Networking Support Provide advanced network troubleshooting support for end users, including connectivity, VPN, Wi-Fi, and network performance issues, and escalate when necessary

Administer and support network switching infrastructure, including VLAN configuration, port assignments, and basic network diagnostics.

Systems and Server Support Perform patching and updates of servers in accordance with IT procedures and maintenance schedules.

Provide basic system administration support, including network connectivity troubleshooting and service availability checks.

Perform backup tasks according to established procedures and verify backup integrity when required.

Triage, prioritize, and escalate support tickets appropriately, ensuring timely resolution and proper communication.

Documentation and Process Compliance Document troubleshooting steps, resolutions, and relevant technical details in the ticketing system.

Maintain accurate asset records in the asset management system.

Document recurring issues, solutions, and technical procedures in Zendesk FAQ and Confluence.

Maintain process logs and project-related documentation as required.

Participate in IT projects, including planning, implementation, rollout, and post-implementation support.

End User Environment & Training Prepare and deploy end-user work environments, including hardware setup, software installation, and peripheral configuration.

Provide guidance to end users on new software, technologies, and IT best practices, including security awareness.

General Responsibilities Support IT operational stability and continuous improvement initiatives.

Perform other duties as assigned in support of IT operations and business needs.

Other duties as assigned.

What we are looking for:

Work Experience / Technical Expertise2–5 years of relevant IT support experience.
3+ years of experience supporting Windows and macOS end users in a professional environment.

Expert-level experience in end-user hardware support, assembly, deployment, and troubleshooting.
1+ year of networking experience or CompTIA Network+ certification or equivalent knowledge.
3+ years of experience in network cabling installation, maintenance, and troubleshooting.

Experience using IT service management systems such as Zendesk, Service Now, or equivalent.

Experience with asset management and endpoint management systems is preferred.

Certifications…