Job Description

Junior IT Support Technician - Service Delivery & Infrastructure Exposure
(On-Site End User Support | Global IT Environment)
Contract: 12-month fixed term
Rate: $4,500 USD per month
Location: Toronto (on-site)
Working Pattern: Full-time, Monday to Friday
Start Date: ASAP / To be agreed
Working Model: Office-based during probation, limited hybrid working considered thereafter
Role Overview
We are seeking a Junior IT Support Technician to provide on-site, hands-on support for end-user technology while supporting local IT service delivery within a structured, global IT organisation.
In addition to day-to-day user support, this role provides 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 well suited to someone with 1-3 years' IT support experience who wants to strengthen their technical foundation while gaining visibility into 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, testing, and connectivity checks.
Assist with device refreshes, rollouts, and workplace technology changes.
Service Delivery Management (Supported)
Support local service delivery activities in line with defined ITIL frameworks and processes.
Assist with accurate incident, request, and problem logging via ticketing systems.
Contribute to KPI and SLA tracking by ensuring data quality, timely updates, and correct categorisation.
Escalate service risks or recurring issues to service delivery leads.
IT Infrastructure & Operations Exposure
Support infrastructure teams by acting as on-site hands-and-eyes for basic checks and issue identification.
Assist visiting engineers and third-party vendors with site access and coordination.
Follow guidance from central infrastructure teams to support local technology stability.
Project & Change Support
Assist with local coordination of IT projects, upgrades, and change activity.
Support implementation tasks such as user communications, readiness checks, and rollout assistance.
Track actions and dependencies as directed by project or service delivery leads.
Stakeholder & Team Support
Act as a professional, approachable on-site point of contact for users and central IT teams.
Build effective working relationships with local stakeholders.
Support team leads by sharing insights on recurring issues, user experience, and service impact.
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 procedures.
Promote use of standard tools, self-service resources, and approved processes.
Required Skills & Experience
Essential
1-3 years' experience in IT support, desktop support, or service desk roles.
Basic understanding of end-user devices, peripherals, and workplace technology.
Comfortable providing face-to-face, on-site user support.
Strong communication and customer service skills.
Ability to follow structured processes and escalation paths.
Willingness to work on-site in Toronto.
Desirable (Not Essential)
Exposure to service delivery, IT operations, or infrastructure environments.
Familiarity with ITIL concepts, ticketing systems, or KPI/SLA-driven support.
Interest in developing skills in service delivery management or IT operations.
Experience supporting change, rollout, or project activity.
What This Role Offers
Competitive contract rate ($4,500 USD per month).
Hands-on on-site experience in a global, enterprise IT environment.
Practical exposure to:
Service Delivery Management
IT Infrastructure Operations
ITIL Frameworks & Processes
KPI & SLA-based service models
Project and change activity
Stakeholder engagement and early leadership behaviours
A strong development pathway toward:
Senior IT Support roles
Service Desk / Workplace Technology roles
IT Operations or Service Delivery support positions
Summary
This role offers much more than standard desktop support. It provides early-career IT professionals with structured exposure to service delivery, infrastructure, projects, and stakeholder environments -- without unrealistic ownership or senior accountability.
It is ideal for someone who wants to build a credible, enterprise-level IT career from a strong on-site support foundation.

Skills Required