IT Support Technician

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.