Job Description & How to Apply Below
This is a hands-on, generalist role for someone who's comfortable troubleshooting a laptop issue in the morning and a payment terminal issue in the afternoon. You'll be the first point of contact for both — building runbooks and documentation as you go — with a clear escalation path to senior technical staff for anything that requires deeper protocol-level or platform-level expertise.
What You'll Do
Internal IT Support
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
External Customer Support
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
Documentation & Process
Build out troubleshooting runbooks and a knowledge base for both IT and Adaria Pay support as issues are resolved, since formal documentation doesn't yet exist
Flag patterns or recurring pain points to leadership
What We’re Looking For
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
Nice to Have
Exposure to POS or payment terminal systems
Familiarity with ticketing/helpdesk tools
Basic scripting or automation experience
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×