IT Support Technician

About The Role

The IT Support team delivers technical support and office technology services to all Opendoor personnel. We support end user devices (primarily Mac, with some Windows) and core productivity tools, own day to day troubleshooting for hardware, software and account access, and partner closely with Operations, People, Finance, Security and Engineering to keep our offices running smoothly. 

As an IT Support Technician, you’ll be one of the on-the-ground IT partners for our Toronto office. You’ll be the go-to technical resource for local employees and visitors. You’ll handle everything from new hire setups and hardware troubleshooting to office audio and video support, combining strong technical skills with a customer-obsessed mindset and excellent communication. 

What You'll Do

End User Support

• Provide hands-on support for laptops (Mac and Windows), mobile devices, and peripherals (monitors, docks, keyboards, headsets). Diagnosing and resolving issues efficiently with minimal disruption to the employee.
• Troubleshoot and resolve issues with core tools such as Okta, JAMF, Google Workspace, Slack, Microsoft 365, VPN, printers, and other business applications.
• Provide in-office network support and partner with IT Engineering on network setup, configuration, and troubleshooting activities.
• Own ticket lifecycle in our ticketing system (Linear or equivalent): triage, troubleshoot, escalate, and close within SLA.
• Deliver in-person walk-up support in the office and remote support via chat, email, and video.

Onboarding & Offboarding

• Prepare and provision devices for new hires including imaging, device enrollment, user profiles, application access so employees are ready to work on day one.
• Support employee onboarding set up: hardware handoff, account access verification, and walkthrough of core tools.
• Collect, wipe, and reassign or return devices for transfers, leaves, and terminations, in line with security and data handling standards.

Office Support

• Set up and maintain conference room audio and video equipment including cameras, microphones, displays, and room controllers across Zoom, Teams, and Google Meet room configurations.
• Support onsite events (all-hands, training, visitors) with reliable audio and video and network experience.
• Coordinate with Workplace and Facilities on office moves, seating changes, and new space build-outs (e.g., drops, cabling, labeling).

Endpoint & Asset Management

• Enroll and manage devices via our device management tooling to ensure devices meet baseline standards for operating systems versions, security agents, disk encryption and other configurations (e.g., Jamf, Intune, or similar).
• Maintain complete and accurate asset inventory for Opendoor laptops, monitors, mobile devices, and peripherals.
• Support vendor repair workflows and hardware lifecycle management including deployments, refreshes, returns.

Security & Compliance

• Follow identity and access management best practices using Okta and internal tools to ensure employees have appropriate access.
• Support multi-factor authentication resets, account lockouts, and basic access requests in line with IT and Security policies.
• Build monitoring and detections that enforces security standards on endpoints - disk encryption, screen lock, operating system versions, secure device handling.

Collaboration & Continuous Improvement

• Partner with IT Engineering, Security, and Workplace on cross-functional initiatives that improve the employee technology experience.
• Document troubleshooting steps, how-tos, and FAQs for internal knowledge base and employee self-service content.
• Identify recurring issues and propose improvements to tooling, automation, and processes.
• Contribute to on-call and coverage rotations as needed within agreed schedules and time zones.

Collaboration & Continuous Improvement (5-10 hours/week)

• Serving as the primary point of contact for external guests, ensuring a welcoming and professional visitor experience
• Managing incoming and outgoing mail and package distribution
• Coordinating with onsite vendors to support day-to-day office operations
• Maintaining office pantry and snack inventory to ensure a well-stocked workplace
• Coordinating monthly catering logistics for office events and meetings
• Partnering with the Executive Operations team to support employee engagement initiatives and programming
• Supporting Day 1 onboarding logistics to ensure a smooth new-hire experience

What You'll Need

• 3-5 years of hands-on IT support experience in a fast-growing tech company or high-volume environment - experience supporting hybrid offices across multiple locations and time zones is a plus.
• Strong troubleshooting skills across macOS and Windows endpoints, core productivity tools (Google Workspace and/or Microsoft 365, Slack/Teams, Zoom), networking basics including VPN and Wi-Fi.
• Experience with at least one mobile device management platform such as Jamf, Intune, NinjaOne, or similar.
• Familiarity with identity and access management tools - Okta or comparable solution.
• Experience with IT service management tools such as Jira or similar.
• Experience with audio and video platforms including Zoom Rooms, Teams Rooms and associated hardware.
• Excellent written and verbal communication skills; able to explain technical issues in simple, friendly language.
• Customer-obsessed mindset with a track record of strong service satisfaction scores or similar service metrics.
• Ability to lift and move equipment as needed, typically up to ~40 lbs.

Location

This role is based in our Miami office, in-person four days per week (Monday, Tuesday, Thursday, Friday). Candidates must be based within commuting distance of the office.

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