IT Specialist, Relay

• You have 3–5 years of IT support or IT Operations experience in a business or corporate environment
• You can join an established environment and become productive quickly without foundational training in professional IT systems or support practices
• You have hands-on experience with, MDM systems, identity and access management, ticketing systems, and business collaboration tools
• You’re experienced supporting macOS and Apple hardware in a managed corporate environment
• You can independently troubleshoot complex hardware, software, identity, networking, and connectivity issues
• You understand SSO, MFA, access permissions, least privilege, and secure onboarding and offboarding practices
• You have familiarity with office networking platforms such as Ubiquiti, Meraki, Fortinet, Cisco, or Aruba
• You’re comfortable supporting Google Meet, Zoom, and meeting-room technology
• You can manage multiple requests, prioritize effectively, and communicate clearly with both technical and non-technical teammates
• You’re organized, curious, service-oriented, and motivated to improve systems rather than only react to problems
• You’ll be on-site at our downtown Toronto office a minimum of 3 days per week, typically Tuesday through Thursday
• You embody a hands-on mindset and don’t hesitate to roll up your sleeves when needed
• You're encouraged to apply even if your experience doesn't perfectly match the job description

Desirable

• Relay’s IT team builds and maintains the systems, tools, and workplace technology that help our people do their best work. As an IT Specialist II, you’ll provide reliable day-to-day support, help maintain our Toronto office, and contribute to projects that improve how Relay operates. You’ll bring strong technical fundamentals, a service-first mindset, and the ability to make an impact from day one
• Provide thoughtful, timely support to Relayers across hardware, software, identity, access, connectivity, and workplace technology
• Own a regular portion of the IT support queue, independently troubleshooting and resolving issues while escalating appropriately
• Support employee onboarding and offboarding, including account provisioning, access changes, laptop setup, and first-day technology readiness
• Procure, configure, deploy, track, and maintain laptops, peripherals, and other IT equipment throughout their lifecycle
• Support the day-to-day technology needs of Relay’s Toronto office, including meeting rooms, video conferencing, displays, networking, and shared workplace systems
• Help administer SaaS and IT platforms such as Google Workspace, Iru, Okta, Slack, Atlassian, Notion and more
• Maintain clear documentation, asset records, troubleshooting guides, and internal knowledge-base content
• Identify recurring issues, perform root cause analysis, and recommend improvements that reduce friction and improve reliability
• Automate routine tasks and help improve IT processes as Relay continues to scale
• Contribute to larger IT initiatives and independently lead smaller projects, workstreams, or project tasks
• Partner with Security, People, Workplace, Engineering, and other teams on cross-functional technology needs
• Help create an exceptional employee experience by making support approachable, dependable, and continuously 1% better
• This role may involve physical activities such as lifting and moving materials up to 25 pounds, bending, stretching, reaching, frequent walking, and setting up technology throughout the office, all within reasonable accommodation

• Stage 1: A 30-minute Google Meet video call with a member of our team
• Stage 2: A 60-minute Google Meet video call with the Hiring Manager
• Stage 3: A 60-minute Live Session with the Hiring Team
• Stage 4: A 45-minute Google Meet video call with a member of our leadership team