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IT Support Specialist / Spécialiste du Support Informatique

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $33 billion in affordable and responsible credit to our 5.5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1850 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

About the Role:

We are seeking a talented IT Support Specialist to join our dynamic team in Montreal. In this role you will be responsible for providing technical support to our internal users and ensuring operational efficiency of our IT systems. This hybrid position will be onsite in our downtown office 3 days per week.

What You’ll Do: 

  • Provide configuration and troubleshooting support for MacOS and Windows environments.
  • Support users, both in-office and remote, with any and all technical issues. 
  • Track and maintain IT assets in the Montreal office.
  • Provide support and set up for audio visual equipment and video conferencing.
  • Perform technical onboarding and offboarding of employees. 
  • Provide end user support for Google Workspace.
  • Support ongoing IT projects and be available for on-call.

What We Look For:

  • 1+ years of experience in an IT role and Comptia A+ Certification.
  • Experience troubleshooting and resolving issues with hardware and OS (macOS, Windows, ChromeOS).
  • Familiarity with Chrome OS,  Windows, Mac OS, MFA, Basic Networking concepts 
  • Familiarity with ticketing standards, practices, and workflows (Genesys, Zendesk, Atlassian (Jira, Confluence, Opsgenie). 
  • Ability to lift up to 50 lbs.

Nice to Have:

  • Experience troubleshooting VPN issues (OpenVPN, L2TP). 
  • Experience resolving issues with Audio and Video conferencing equipment/software (Zoom, Google Meet, etc).
  • Experience resolving issues with other 3rd party vendors (Kisi, TalkDesk, Polycom, Chromebox, Meraki, Tableau, Confluence, Dell, Chrome Remote Desktop, Okta, Slack, LexisNexis, insurance webapp products like B2B etc).
  • Experience with Jamf and Intune. 
  • Experience in any customer service role.

What We Offer You: 

  • Competitive salary and stock option plan
  • 100% paid coverage of medical, dental and vision insurance 
  • Flexible PTO
  • Learning stipend for personal growth and development 
  • Paid parental leave
  • Health & wellness initiatives

À propos du poste :  

Nous recherchons un(e) spécialiste du support informatique talentueux(euse) et expérimenté(e) pour rejoindre notre équipe dynamique à Montréal. Dans ce rôle, vous serez responsable de fournir un support technique avancé à nos utilisateurs internes et de garantir l'efficacité opérationnelle de nos systèmes informatiques. Ce poste hybride sera en présentiel dans nos bureaux du centre-ville trois jours par semaine.

Ce que vous ferez :  

  • Fournir un support de configuration et de dépannage pour les environnements MacOS et Windows.
  • Assister les utilisateurs, tant au bureau qu'à distance, avec tous types de problèmes techniques.
  • Assurer le suivi et la maintenance des actifs informatiques dans le bureau de Montréal.
  • Assurer le soutien et l'installation de l'équipement audiovisuel et de la vidéoconférence.
  • Soutenir l’intégration informatique et la désactivation des accès lors du départ des employés
  • Fournir un support aux utilisateurs pour Google Workspace.
  • Soutenir les projets informatiques en cours et être disponible pour les interventions sur appel.

Ce que nous recherchons :  

  • 1 an ou + d'expérience dans un rôle en informatique et certification Comptia A+.
  • Expérience dans le dépannage et la résolution de problèmes matériels et systèmes d'exploitation (macOS, Windows, ChromeOS).
  • Familiarité avec Chrome OS, Windows, Mac OS, MFA, et les concepts de réseau de base.
  • Familiarité avec les normes, pratiques et flux de travail du système de billetterie (Genesys, Zendesk, Atlassian (Jira, Confluence, Opsgenie)).
  • Capacité à soulever jusqu'à 50 livres.

Des atouts :  

  • Expérience dans la résolution de problèmes liés aux VPN (OpenVPN, L2TP).
  • Expérience dans la résolution de problèmes avec les équipements/logiciels de vidéoconférence et audioconférence (Zoom, Google Meet, etc.).
  • Expérience dans la résolution de problèmes avec d'autres fournisseurs tiers (Kisi, TalkDesk, Polycom, Chromebox, Meraki, Tableau, Confluence, Dell, Chrome Remote Desktop, Okta, Slack, LexisNexis, produits webapp d'assurances comme B2B, etc.).
  • Expérience avec Jamf et Intune.
  • Expérience dans un rôle de service à la clientèle.

Ce que nous offrons :  

  • Salaire compétitif et plan d'options d'achat d'actions
  • Couverture à 100 % des assurances médicales, dentaires et de la vue
  • Congés payés flexibles
  • Allocation pour l'apprentissage et le développement personnel
  • Congé parental payé
  • Initiatives de santé et de bien-être

#LI-Onsite

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Upgrade is dedicated to building a diverse team and an inclusive culture. We believe that it’s crucial to Upgrade’s long-term success to create an environment where all employees feel like they belong and have an equal opportunity to succeed.

For this reason, we are asking candidates to voluntarily self-identify through a few demographic questions. Our purpose in collecting this information is to help us assess our outreach efforts and diversity representation goals. Your responses will not be linked to your identity or your application, and neither recruiters nor hiring managers can see this information at an individual level. Your responses are stored in the aggregate and will not play any role in our hiring decision.  Your decision to participate or not participate in this survey will have no impact on your candidacy at Upgrade.

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