Job Description

Junior IT Support Technician
Service Delivery & Infrastructure Exposure | Global Environment
Contract Details

• Contract Length: 12 months
• Rate: $21000 USD P/A
• Location: Toronto
• Working Pattern: Full-time, Monday to Friday
• Start Date: ASAP / To be agreed

Role Overview
We are seeking a Junior IT Support Technician to provide hands-on, on-site end-user support while supporting local IT service delivery within a structured, global IT organisation.
Alongside day-to-day technical support, this role offers practical exposure to service delivery management, infrastructure operations, project activity, and ITIL-aligned processes, working closely with central IT teams and local stakeholders.
This role is ideal for someone early in their IT career who wants to build a strong technical foundation and understand how enterprise IT services are delivered, measured, and improved.
Key Responsibilities
On-Site End-User & Workplace Technology Support
Provide desk-side and on-site support for laptops, peripherals, printers, and meeting-room technology.
Troubleshoot basic hardware, software, and connectivity issues.
Support meetings and events with setup and connectivity checks.
Assist with hardware refreshes and device rollouts under guidance from central IT teams.
Service Delivery Management (Supported / Developmental)
Support local IT service delivery activities in line with defined ITIL frameworks and processes.
Ensure incidents and requests are logged accurately to support KPI and SLA tracking.
Assist service delivery leads by highlighting recurring issues, service risks, and user experience trends.
Follow escalation paths and support service continuity at site level.
IT Infrastructure Management (Exposure)
Act as on-site "hands and eyes" for central infrastructure teams.
Assist visiting engineers and third-party vendors with access and coordination.
Support basic infrastructure checks and issue identification under instruction.
Project Management & Change Support
Support local coordination of IT projects, upgrades, and change activity.
Assist with rollout tasks such as user communications, scheduling, readiness checks, and on-site support.
Track actions and progress as directed by project or service delivery leads.
Stakeholder Management & Team Support
Act as a professional on-site point of contact for users, vendors, and central IT teams.
Build effective working relationships with local stakeholders.
Support team leads by sharing insights from day-to-day support activity.
Demonstrate early leadership behaviours through reliability, communication, and ownership of assigned tasks.
Documentation, Process & Compliance
Maintain accurate documentation of issues, actions, and outcomes.
Follow established security, compliance, and operational standards.
Encourage use of approved tools, self-service resources, and standard processes.
Required Skills & Experience
Essential
1-3 years' experience in IT support, service desk, or end-user support roles.
Basic understanding of workplace technology and end-user devices.
Comfortable providing face-to-face, on-site support.
Strong communication and customer service skills.
Ability to follow structured processes and escalation paths.
Willingness to work on-site in Istanbul.
Desirable (Not Essential)
Exposure to ITIL-based environments or ticketing systems.
Experience supporting change, rollout, or project activity.
Interest in developing skills in service delivery, infrastructure, or IT operations.
What This Role Offers
Hands-on experience in a global, enterprise IT environment.
Structured exposure to:
Service Delivery Management
IT Infrastructure Operations
ITIL Frameworks & Processes
KPI & SLA-driven service models
Project and change activity
Stakeholder engagement and early team leadership behaviours
A clear development pathway toward:
Senior IT Support
Service Desk / Workplace Technology roles
IT Operations or Service Delivery support positions
Summary
This is a true junior on-site IT support role that goes beyond basic ticket resolution, offering early-career professionals exposure to how enterprise IT services are delivered, governed, and improved within a global organisation.

Skills Required