Customer Support Jobs in Web3

ABOUT US

Localcoin, founded in 2017 with headquarters in Toronto, is on a mission to simplify the process and experience of buying or selling digital currencies across Canada. We have a vision to bring digital currency to the mainstream financial market through partnerships with leading corporate & franchised retail spaces. With terminals across Canada and Australia, Localcoin is now the largest Bitcoin ATM provider in Canada. At its core, Localcoin believes that everyone should be able to own cryptocurrency and have a deep understanding of blockchain technology. As a member of our rapidly-growing team, you'll join a talented, dynamic group of team members who will encourage you to learn, grow and thrive in your career every step of the way. If you're a self-starter looking to hone your skills in a startup environment that fosters innovation, transparency and team connectivity, we look forward to hearing from you!

THE ROLE

Localcoin seeks to inspire the future of digital currency globally as the largest bitcoin ATM network in Canada. Localcoin is seeking an experienced IT Support Analyst to join our growing Engineering team who will play a key role as the contact point for all IT related assignments and processes across our company.

This individual will be responsible for taking ownership of our IT Support Service Desk by providing front-line support to all staff members with solutions related to operating systems, software, hardware and network issues. The ideal candidate will not only be an expert in problem solving and troubleshooting technical issues but will also have experience managing users, devices, permissions and policies as well as improving IT support processes. Effective communication and collaboration with other teams is essential for the success of the IT support desk.

This position will be based out of our Head Office in Etobicoke, ON.

WHAT YOU’LL BE DOING

• Provide technical and product assistance and support to users on a daily basis by responding to requests for assistance and providing solutions to their problems in a timely manner.
• Install, configure, and maintain hardware, software, and other electronic equipment.
• Troubleshoot system and network problems, diagnosing and resolving hardware and software issues.
• Ensure the security and privacy of data and systems through the implementation of appropriate OS policies.
• Maintain and update documentation on hardware and software configurations and support procedures and processes
• Provide training to users on new hardware and software installations.
• Manage and maintain inventory of IT assets, including hardware and software licenses.
• Collaborate with other members of the IT team to implement new technologies and projects.
• Create and maintain knowledge base documentation on hardware and software configurations, IT and product support procedures and processes
• Provide training to users on new hardware and software installations.
• Manage and maintain inventory of IT assets, including hardware and software licenses.
• Collaborate with IT team members in the APAC region to implement new technologies and drive global projects, including participating in training and contributing to international initiatives.

WHAT WE’RE LOOKING FOR

• 5–7 years of proven experience in a similar role.
• University or college degree/diploma in computer science, information systems, or a related field.
• Minimum 2 years of experience with Jira administration (e.g., Jira schemes, workflows, screens, issue types, field configuration, and custom fields).
• Strong communication skills; able to effectively collaborate with cross-functional teams.
• Ability to diagnose and troubleshoot issues within Windows, Mac OS, iOS, and Android systems.
• At least 3 years of experience managing a Service Desk.
• Minimum 2 years of experience with Google Workspace and device management.
• Minimum 2 years of experience with Microsoft 365 app management and Azure AD.
• Experience setting up and managing printers, Wi-Fi, and physical/logical intranets.
• Knowledge of computer networks and common protocols (TCP/IP, UDP, SSL, DNS).
• Experience with JumpCloud for policy, identity, and device management.

NICE TO HAVE

• Prior experience with Jira Automation.
• Knowledge of PKI infrastructure.
• Experience with Cloudflare Warp and the Cloudflare platform.
• Experience with Windows group policies.
• Familiarity with business process management tools and platforms.
• A cybersecurity mindset, with a proven track record of implementing secure IT processes and safeguarding systems

WHAT YOU’LL LOVE ABOUT US

• Competitive Salary
• Health & Wellness Benefits
• Hybrid & Flexible Office Environment
• Professional Development
• Standups, Demos and Monthly Socials to keep us aligned and connected
• And so much more!

Localcoin is committed to building a team that represents a variety of backgrounds, perspectives and skills. We believe that the more inclusive and diverse we are, the better our work will be. If you’re smart and great at what you do, come as you are. If you require accommodation at any stage throughout the recruitment process, please notify your recruiter or send an email to [email protected]