Note: The job is a remote job and is open to candidates in USA. Ratehub is Canada’s leading personal finance comparison platform, helping millions of Canadians make smarter decisions about mortgages, credit, and insurance through its brokerage and fintech operations. The Junior IT & Operations Support role provides day-to-day support for employees, SaaS platforms, VoIP systems, brokerage operations, onboarding and offboarding, and IT projects. The position also supports troubleshooting, access administration, compliance activities, and technology rollouts.
Responsibilities
- Set up accounts and access across Google Workspace, Slack, Salesforce, and other platforms for new hires, following established runbooks
- Coordinate laptop ordering, pre-configuration (Windows 11 and macOS), and shipping to remote employees Support new employees through workstation and account setup in their first days
- Deprovision accounts and wipe/reset hardware when employees leave
- Keep the hardware asset inventory accurate and up to date
- Handle Tier 1 support tickets: software issues, account access, password resets, MFA setup, and hardware troubleshooting
- Support employees on Windows 11, macOS, Google Workspace, and Microsoft 365
- Replace and order equipment as needed
- Maintain and update the internal IT knowledge base and how-to guides
- Provide basic software training to employees as needed
- Execute day-to-day SaaS administration tasks: user provisioning, deprovisioning, and licence assignments across core platforms
- Follow access control runbooks set by the IT Manager; flag anomalies or access requests that fall outside normal scope
- Assist with periodic licence audits and access reviews
- Provision and manage extensions, voicemail, and basic call settings in our VoIP phone system under IT Manager guidance Troubleshoot common call quality and device issues for employees and brokerage teams
- Escalate complex routing or integration issues to the IT Manager
- Serve as the first point of contact for IT and tool-related issues from our mortgage and insurance brokerage teams
- Triage and resolve common CRM and broker workflow tool issues; escalate vendor or system-level issues to the IT Manager
- Support operations teams during new tool rollouts and system changes
- Assist with UAT, documentation, and stakeholder communications during IT projects
- Support security awareness training and compliance-related tasks
- Help with ad-hoc office IT setup and company events as needed
Skills
- * 1–2 years of experience in an IT support, helpdesk, or IT operations role
- * Working knowledge of Google Workspace administration (user management, groups, basic settings)
- * Comfortable supporting both Windows 11 and macOS experience with common SaaS platforms (Slack, Microsoft 365, or similar) from an admin or power-user perspective
- * Strong troubleshooting and critical thinking skills — you know how to work through a problem methodically
- * Clear communicator: you can explain a technical issue simply to a non-technical colleague
- * Self-motivated and organized: you manage your own queue and follow through without being chased
- * Positive attitude and a genuine interest in learning — this role grows with you
- * This is a hybrid remote role. You will work remotely most of the time, with occasional visits to our downtown Toronto office for monthly townhalls, company events, and infrequent on-site IT tasks
- * You will need a reliable high-speed internet connection and a space at home to occasionally store company laptops for new hire shipments
- * You will also need ship laptops to new employees using Fedex, UPS or common delivery methods
- * Any exposure to VoIP or phone system administration (3CX, Zoom Phone, RingCentral, or similar)
- * Familiarity with Salesforce at any level (even as an end user in a previous role) is a plus
- * Experience in a financial services, brokerage, or regulated industry environment
- * Exposure to MDM tools (Hexnode, Jamf, Intune, or similar)
- * Any IT certifications (CompTIA A+, Google IT Support Certificate, or similar)
Benefits
- This is a hybrid remote role. You will work remotely most of the time, with occasional visits to our downtown Toronto office for monthly townhalls, company events, and infrequent on-site IT tasks.
Company Overview