IT Support Specialist

Geotab® is a global leader in IoT and connected transportation, working to help businesses grow and succeed while improving the safety and sustainability of communities.

Geotab advances security by connecting commercial vehicles to the internet and providing web‑based analytics that help customers better manage fleets. With an open platform and Geotab Marketplace®, hundreds of third‑party solutions allow businesses to automate operations through vehicle data integration.

Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, reduce fuel consumption, enhance driver safety and ensure regulatory compliance.

The IT Support Specialist provides efficient, employee‑facing IT support across Geotab offices and the remote workforce. This role resolves escalated incidents and service requests, configures and troubleshoots complex endpoint hardware and software issues, manages advanced user accounts and access provisioning, and ensures local onsite support coverage.

• Resolve escalated incidents and service requests, maintaining strict SLA compliance.
• Configure, install, maintain, and upgrade workstations, mobile devices, peripherals, and standard office technology.
• Perform advanced diagnostic troubleshooting across Windows, macOS, Linux/Ubuntu, and ChromeOS environments.
• Administer and troubleshoot core Google Workspace applications (Gmail, Drive, Groups, shared mailboxes, calendar routing, delegation).
• Manage user access, account lifecycle, software deployments, and system permissions following RBAC, IAM, and security compliance frameworks.
• Lead endpoint onboarding and off‑boarding procedures, ensuring high‑quality device provisioning and smooth recovery of returned assets.
• Execute IT asset management tasks—packaging, shipping, receiving, and auditing IT hardware inventory; keep internal asset tracking databases up‑to‑date.
• Leverage GenAI assistants within GIA to streamline ticket diagnostics, log analysis, and documentation.
• Document resolution procedures and user‑facing “self‑help” guides for the IT knowledge base.
• Coordinate local office technology operations, monitor onsite infrastructure (A/V, printing, room booking), and support regional incident coordination and maintenance notifications.

• Act as the escalation point for the IT Support Analyst tier.
• Identify repeat support ticket patterns and propose automated resolution or routing enhancements to the Service Automation team.
• Maintain high service quality across 5‑day onsite coverage, ensuring reliable technology for employees.

• Strong customer‑service orientation and clear communication skills.
• Proven intermediate‑to‑advanced troubleshooting across Windows, macOS, Linux/Ubuntu, ChromeOS, and mobile OS.
• Intermediate Google Workspace administration and SaaS application troubleshooting skills.
• Ability to diagnose and resolve intermediate to complex network issues (LAN/WAN, Wi‑Fi, VPN, DHCP/DNS).
• Solid understanding of ITSM frameworks, ticket lifecycle, SLA metrics, and escalation hygiene.
• High precision and attention to detail when updating ticket notes, playbooks, and asset databases.
• Strong organizational, analytical, and diagnostic skills; ability to manage multiple priorities under pressure.
• Collaborative mindset, coordinating across IT Security, Workplace Infrastructure, Facilities, and Application teams.
• Post‑secondary diploma or degree in Computer Science, Information Technology, Engineering, or equivalent experience.
• Relevant IT certifications (CompTIA A+, Network+, Security+, ITIL Foundations, or endpoint management credentials) are highly valued.
• Typically 2 to 5 years of experience in IT support, service desk, desktop support, or end‑user technology support.

• Flexible hybrid work arrangements.
• Home office reimbursement program.
• Baby bonus and parental leave top‑up program.
• Online learning and networking opportunities.
• Electric vehicle purchase incentive program.
• Competitive medical and dental benefits.
• Retirement savings program.

Geotab employs a flexible hybrid model that supports…