IT Support Analyst
Role Overview
Are you ready to join an innovative team at Shakepay that is set on revolutionizing the landscape for Bitcoin adoption? Shakepay is dedicated to offering every Canadian a smooth and secure bitcoin experience. Launched in 2015, it has swiftly become one of Canada’s fastest-growing financial institutions. With strong backing from top venture funds, Shakepay is trusted by over one million Canadians. Becoming a member of the Shakepay team means contributing to a future of financial empowerment and prosperity for all Canadian citizens.
Responsibilities
As an essential member of the Security team, your core responsibility is to ensure Shakepay maintains top-notch security standards to avoid any detrimental data breaches. This role will involve a hybrid working setup with both in-office and remote responsibilities and will be primarily based in our Montreal office. Reporting directly to the Head of Security, you will have a significant impact in upholding security measures for all Shakepay applications.
Key Responsibilities:
- Foster a culture of security, safety, and compliance in all facets of IT operations
- Manage technology and provide support for in-office hardware setup and troubleshooting
- Maintain an IT HelpDesk capability for handling help tickets and resolving technical issues
- Support access request processes through SAML/SSO configurations and integrations
- Assist in documenting IT procedures, such as onboarding, offboarding, and access requests for employees
- Manage inventories and company-issued user devices, including provisioning and imaging
- Implement company-wide access control measures to minimize data exposure risks
Requirements
Must-Haves:
- Minimum of 2 years experience with Google Workspace and Apple products
- Previous customer service experience, both asynchronous and synchronous
- Familiarity with ticketing systems like Jira and Zendesk
- Excellent documentation skills for self-service support
- Strong communication skills for efficient end-user support
- Proficiency in troubleshooting level 1 IT support items
Nice-to-Haves:
- Experience with onsite IT help desk services
- Proficiency in JAMF and other EDR/MDM solutions
- Knowledge of Bitcoin technology
Reasons to Join Shakepay:
- Pioneering journey: Contribute to shaping the future of financial innovation with Bitcoin
- Impact and scale: Make a difference in expanding Shakepay to reach more Canadians
- Competitive benefits: Enjoy stock options, competitive compensation, and comprehensive benefits
- Continuous learning: Grow professionally in a supportive and development-focused environment
- Bitcoin payments: Opt to receive a portion of your salary in Bitcoin
- Remote work flexibility: Join a team where you can work from anywhere in Canada
We welcome applicants from all diverse backgrounds and life experiences. Mastery of English is crucial due to our platform's accessibility to English-speaking customers across Canada.