IT Associate

About Caylent

Caylent is a cloud native services company that helps organizations bring the best out of their people and technology using Amazon Web Services (AWS). We provide a full-range of AWS services including workload migrations and modernization, cloud native application development, DevOps, data engineering, security and compliance, and everything in between.

At Caylent, our people always come first.  We are a global company and operate fully remote with employees in Canada, the United States, and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien!

The Mission

We are seeking a talented IT Support Specialist to join our growing internal IT team. The right candidate is a highly motivated individual who thrives in a dynamic environment and is passionate about delivering innovative, top-notch IT support and infrastructure solutions.

As an IT Support Specialist, you’ll be tasked with servicing and monitoring IT issues and requests, ensuring timely troubleshooting and resolution, while providing exemplary service. You will also play a crucial role in assisting with IT projects and contributing to the deployment of new systems and services.  You’ll work with the latest tech resources and with technologically-seasoned teammates who are eager to share valuable insights for growth.

This role is designed for individuals with foundational IT skills who are eager to grow within the IT field. The IT Support Specialist will receive hands-on training and mentorship from senior IT staff and have opportunities for career advancement into engineering and higher technical roles.

Your Assignment

• Provide timely and efficient support for internal employees by resolving IT support tickets related to hardware, software, and network issues.
• Troubleshoot and resolve basic issues with internal IT systems, software applications, and peripherals.
• Assist with the deployment and setup of new IT equipment, software, and services for internal employees.
• Provide first-line support for SaaS applications, helping users with common issues and escalating to higher-level IT staff as necessary.
• Assist in maintaining and managing IT equipment inventories, including tracking laptops and coordinating hardware upgrades or replacements.
• Help maintain and update internal documentation, including user guides, knowledge base articles, and troubleshooting procedures.
• Support the onboarding and offboarding processes for new and departing employees, ensuring all IT needs (devices, access, etc.) are properly triaged and addressed.
• Monitor and track support requests in an ITSM system and ensure tickets are resolved in a timely manner.

Your Qualifications

Soft Skills

• Strong desire to learn from and adapt to various IT support situations
• Strong interpersonal communication skills, with an ability to explain technical issues to non-technical stakeholders.
• Excellent organizational skills and attention to detail.
• Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
• Collaborative team player who works well with various departments and users across the company.
• Proactive approach to identifying recurring IT issues and suggesting solutions for improvements.

Technical Skills

• Basic understanding of computer systems, networking, and IT security practices.
• Experience with ITSM tools like Jira Service Management, or other ticketing platforms.
• Familiarity with managing user accounts and permissions in cloud-based environments such as Google Workspace, Microsoft 365, or similar platforms.
• Experience with hardware support, including desktop, laptop, and peripheral devices.
• Basic troubleshooting skills with operating systems (Windows, macOS, Linux) and software applications.
• Knowledge of IT systems onboarding and offboarding processes.
• Experience with documentation tools like Notion or Confluence to help maintain internal knowledge bases.

Preferred Qualifications

• 1-2 years of experience in an IT support role or a related field.
• Familiarity with core IT systems like mobile device management (MDM) or endpoint detection and response (EDR) systems.
• Technical certifications such as CompTIA IT Fundamentals, A+, or similar are a plus.
• Experience working in a remote-first environment or with remote teams is a plus.

Benefits

• 100% remote work
• Flexible Time Off
• Competitive phantom equity
• Paid for exams and certifications
• Peer bonus awards
• State of the art laptop and tools
• Equipment & Office Stipend
• Individual professional development plan
• Annual stipend for Learning and Development
• Work with an amazing worldwide team and in an incredible corporate culture 

This role may require up to 25% travel, depending on business needs.