IT Support Specialist

Adaria is looking for an IT Support Specialist to own two connected responsibilities: day-to-day internal IT support across our Toronto office, and front-line customer support for external customers using our payments technology platform serving unattended retail and vending operators.

This is a hands-on, generalist role for someone who's comfortable troubleshooting a laptop issue in the morning and a payment terminal issue in the afternoon. You'll be the first point of contact for both — building runbooks and documentation as you go — with a clear escalation path to senior technical staff for anything that requires deeper protocol-level or platform-level expertise.

What You'll Do

Internal IT Support

• Resolve day-to-day IT issues for staff: account access, device setup, email/M365, printers, basic network connectivity
• Provision and deprovision accounts and devices for new hires and departures
• Support office network and Wi-Fi issues, escalating hardware/config problems as needed
• Coordinate with external vendors (ISPs, hardware suppliers) on IT-related issues
• Maintain an internal knowledge base of common issues and fixes

External Customer Support

• Serve as first-line support for customers reporting issues with payment terminals or transaction processing
• Triage and resolve known issues using documented runbooks (terminal resets, connectivity checks, status verification)
• Track and log recurring issues to help identify systemic problems
• Escalate novel or complex issues (protocol-level faults, gateway integration problems, suspected fraud patterns) to the technical team promptly
• Communicate clearly and calmly with customers experiencing payment disruptions — this is revenue-impacting for them, so responsiveness matters

Documentation & Process

• Build out troubleshooting runbooks and a knowledge base for both IT and AdariaPay support as issues are resolved, since formal documentation doesn't yet exist
• Flag patterns or recurring pain points to leadership

What We're Looking For

• 2+ years in an IT support, helpdesk, or technical support role
• Comfortable learning new technical domains quickly — no prior payments/POS experience required, but you should be excited to develop it
• Working knowledge of Microsoft 365 / Windows environments; networking fundamentals a plus
• Strong communication skills — you'll be the calm, clear voice on both internal and customer-facing tickets
• Self-directed: comfortable building process and documentation where none currently exists
• Based in or able to commute to the Toronto (Concord) office

Nice to Have

• Exposure to POS or payment terminal systems
• Familiarity with ticketing/helpdesk tools
• Basic scripting or automation experience