IT Support Technician

About the Role

Opendoor's IT Support team delivers technical support and office technology services to all personnel. This role is based in our downtown Toronto office where you will be the go-to technical resource for local employees and visitors, performing new hire setups, hardware troubleshooting and in-office audio/video support to keep our offices running smoothly.

What You'll Do

• Provide hands-on support for laptops (Mac and Windows), mobile devices, and peripherals (monitors, docks, keyboards, headsets).

• Diagnose and resolve issues efficiently with minimal disruption to the employee.

• Troubleshoot 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.

• 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.

• 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.

• 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).

• Enroll and manage devices via our device management tooling to ensure devices meet baseline standards for OS 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.

• 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.

• 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.

• What We're Looking For

• 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.

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

• Nice to Have

• Experience supporting hybrid offices across multiple locations and time zones is a plus.

• Compensation & Benefits

• Compensation: hourly pay; no salary range provided. This role is based in the downtown Toronto office with in-person four days per week.