IT Support Technician - Faire, Kitchener-Waterloo

Role Overview

Faire is a leading technology wholesale platform dedicated to empowering independent retailers globally, fostering the belief that the future is local. We connect a thriving community of entrepreneurs by providing the right tools and insights to help businesses grow and local communities thrive. If you're passionate about community and looking for Faire jobs in Kitchener-Waterloo, this is an exciting opportunity to contribute to a dynamic team.

We are seeking an on-site IT Support Technician to join our team in Kitchener-Waterloo, ON. Most of your day will be spent helping employees by working through the ticket queue, resolving technical issues, and supporting internal events. This IT Support Technician role offers a unique opportunity within the customer service domain, focusing on internal employee support in Kitchener-Waterloo, ensuring seamless operations for our team.

Beyond daily support, you'll have the chance to take on small projects and ambiguous tasks independently, identifying improvements and finding ways to reduce repetitive work. This role includes both regular in-person support and opportunities to enhance how our IT team works. This position requires a full-time presence in our Kitchener-Waterloo office five days per week.

Key Responsibilities

As an IT Support Technician at Faire, your day will involve a variety of tasks aimed at ensuring our employees are well-supported and our systems run smoothly. You will be instrumental in keeping our operations efficient, from daily troubleshooting to strategic improvements.

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.

What You'll Bring

We are looking for applicants who possess a strong foundation in IT support and a proactive approach to problem-solving. Your skills and experience will directly help our employees stay productive.

• 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.

Joining the Faire Team

At Faire, we believe in the power of community and are committed to building an environment where every employee has equal access to opportunities, growth, and success. We are backed by top investors and have a global presence, with headquarters in San Francisco and Kitchener-Waterloo.

Why you’ll love working at Faire:

• Move fast: You'll own meaningful problems that serve customers around the globe with the agency to move fast and see your results clearly.
• Equipped to scale: We invest in what matters, including the latest enterprise AI tools, to help you work smarter and get more out of every day.
• Best in class: Our team is full of sharp, kind, and generous colleagues who care about their craft and about helping you grow in yours.
• Real rewards: Competitive pay, equity, and comprehensive benefits designed to support your life inside and outside of work.
• Belonging: We're intentional about building an environment where every Faire employee has equal access to opportunities, growth, and success.