IT Support Specialist

Who we are: Geotab ® is a global leader in IoT and connected transportation and certified "Great Place to Work™." We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities. Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace ®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes. Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it’s like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram. Who you are: The IT Support Specialist provides efficient, employee-facing IT support across Geotab offices and the remote workforce. This role resolves escalated incidents and service requests, configures and troubleshoots complex endpoint hardware and software issues, manages advanced user accounts and access provisioning, and ensures local onsite support coverage. Differentiated from the entry level IT Support Analyst tier, the IT Support Specialist handles complex diagnostic troubleshooting, executes critical escalations, and takes active custody of local office technology. Additionally, this role supports operational execution of asset processes—ensuring precise hardware inventory and deployment records, while the Asset Management Specialists own strategy, policy, and process. IT Support roles are expected to provide 5 day onsite coverage where assigned. What you'll do: The IT Support Specialist provides efficient, employee-facing IT support across Geotab offices and the remote workforce. This role resolves escalated incidents and service requests, configures and troubleshoots complex endpoint hardware and software issues, manages advanced user accounts and access provisioning, and ensures local onsite support coverage. Differentiated from the entry level IT Support Analyst tier, the IT Support Specialist handles complex diagnostic troubleshooting, executes critical escalations, and takes active custody of local office technology. Additionally, this role supports operational execution of asset processes—ensuring precise hardware inventory and deployment records, while the Asset Management Specialists own strategy, policy, and process. IT Support roles are expected to provide 5 day onsite coverage where assigned. How you'll make an impact: Respond to and resolve intermediate to advanced IT support tickets while maintaining strict SLA compliance and professional, clear employee communication. Act as the escalation point for the IT Support Analyst tier, unblocking complex desktop, application, and operating system issues. Perform advanced, systematic remote and onsite troubleshooting across Windows, macOS, Linux/Ubuntu, and ChromeOS environments. Manage user access, account lifecycle, software deployments, and system permissions following approved RBAC, IAM, and security compliance frameworks. Configure, install, maintain, and upgrade workstations, specialized mobile devices, team peripherals, and standard office technology. Administer and troubleshoot core Google Workspace applications (Gmail, Drive, Groups, shared mailboxes, calendar routing, delegation). Lead endpoint onboarding and offboarding procedures, ensuring high-quality device provisioning, custom system pre-configuration, and smooth recovery of returned assets. Execute physical and system-level IT Asset Management (ITAM) tasks, including preparing, packaging, shipping, receiving, and scanning/auditing IT hardware inventory. Keep internal asset tracking databases 100% current to support hardware lifecycle policy. (Note: Specialists and Analysts execute physical/operational asset processes; policy, compliance, and governance remain under the Asset Management Specialist). Leverage GenAI assistants and prompt-engineering capabilities within GIA (Geotab's internal AI Platform) to streamline ticket diagnostics, analyze complex logs, draft user communications, and accelerate technical resolution times. Practical knowledge of AI tools, LLMs, and prompt-engineering concepts; ability to leverage GenAI assistants (such as GIA) safely to accelerate problem-solving, triage logs, and write high-quality technical documentation. Contribute to and maintain IT knowledge base articles, documenting resolution procedures and user-facing "self-help" guides. Coordinate local office technology operations, monitor onsite IT infrastructure (A/V, local printing, room booking), and ensure consistent 5-day onsite support coverage. Identify repeat support ticket patterns and propose automated resolution or routing enhancements to the Service Automation team. Support regional incident coordination, maintenance notifications, and participate in scheduled support rotations. To provide 5 day onsite coverage where assigned. What you'll bring to the role: Strong customer-service orientation and ability to communicate clearly with employees and stakeholders at all levels. Proven intermediate to advanced troubleshooting capability across Windows, macOS, Linux/Ubuntu, ChromeOS, and mobile OS. Intermediate Google Workspace administration and SaaS application troubleshooting skills. Ability to diagnose and resolve intermediate to complex network issues (LAN/WAN, Wi-Fi, VPN, DHCP/DNS). Solid understanding of ITSM frameworks, ticket lifecycle, categorization, SLA metrics, and escalation hygiene. High precision and attention to detail when updating ticket notes, support playbooks, and asset databases. Ability to manage multiple priority tasks, handle stress, and meet SLAs under pressure. Strong organizational, analytical, and diagnostic skills. Collaborative mindset and ability to coordinate across IT Security, Workplace Infrastructure, Facilities, and Application teams. Post-secondary diploma/degree in Computer Science, Information Technology, Engineering, or equivalent experience. Relevant IT certifications such as CompTIA A+, Network+, Security+, ITIL Foundations, or endpoint management credentials (MDM/Apple/Microsoft) are highly valued. Typically 2 to 5 years of experience in IT support, service desk, desktop support, or equivalent end-user technology support. Why job seekers choose Geotab: Flex working arrangements Home office reimbursement program Baby bonus & parental leave top up program Online learning and networking opportunities Electric vehicle purchase incentive program Competitive medical and dental benefits Retirement savings program *The above are offered to full-time permanent employees only* How we work: At Geotab, we have adopted a flexible hybrid working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology! Geotab verifies candidates' eligibility to work in the United States through E-Verify, an internet-based system operated by U.S. Citizen and Immigration Services. Other employment statements: Geotab will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at View email address on click.appcast.io. Geotab provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Geotab complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination layoff, transfer, leaves of absence, compensation and training. Geotab expressly prohibits any form of workplace harassment or discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Geotab's employees to perform their job duties may result in discipline up to and including discharge. If you would like more information about our EEO program or wish to file a complaint, please contact our EEO officer, Klaus Boeckers at View email address on click.appcast.io. For more details, view a copy of the EEOC's Know Your Rights poster. #J-18808-Ljbffr Socket.dev