Senior IT Technical Support Specialist

At Varicent, we’re not just transforming the Sales Performance Management (SPM) market—we’re redefining how organizations achieve revenue success. Our cutting-edge SaaS solutions empower revenue leaders globally to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential. Varicent stands at the forefront of innovation, celebrated as a market leader in the 2025 Forrester Wave Report for SPM , 2023 Ventana Research Revenue Performance Management (RPM) Value Index , Gartner Peer Insights , 2024 Gartner SPM Market Guide , and G2. Our solutions are trusted by a diverse range of global industry leaders like T-Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody's, Stryker and hundreds more. Here’s why you’ll thrive at Varicent:

• Innovate with Purpose: Build impactful solutions for customers worldwide.
• Join Excellence: Work in a diverse, collaborative, and innovative team.
• Shape the Future: Lead in redefining revenue optimization.
• Grow Together: Unlock your potential in a supportive environment.

Join us at Varicent—where your talent and ambition meet limitless opportunities for success!

Summary of the Role and Team

Reporting to the VP of IT, the IT Technical Support Analyst is responsible for supporting and improving the technology experience for employees across Varicent's global workforce.

As part of the IT team, you will provide technical support across endpoint devices, identity and access management, collaboration tools, hardware, software, and employee lifecycle processes. You will work closely with IT, Security, vendors, and business stakeholders to ensure employees can work effectively in both remote and office environments.

This role is well suited for someone who enjoys solving a variety of technical challenges, can work independently, and is motivated to continuously improve support processes and employee experiences.

What You Will Be Doing

• Provide technical support for employees globally, including troubleshooting, resolution, documentation, and escalation of IT issues
• Support endpoint devices, operating systems, SaaS applications, collaboration tools, identity platforms, networking, and employee productivity tools
• Manage onboarding and offboarding activities, including device preparation, software setup, account provisioning, access management, and asset recovery
• Maintain user accounts, permissions, device records, and asset information across IT systems
• Partner with Security and external vendors to support device management, access controls, hardware issues, and service requests
• Create and maintain technical documentation, knowledge articles, support procedures, and inventory records
• Identify recurring issues and recommend improvements to support processes, tooling, and employee experience
• Contribute to IT projects, workplace technology initiatives, and operational improvements within the IT support function

What You Bring

• Experience supporting employees in a corporate, SaaS, technology, or multi-location environment
• Experience managing corporate devices, including deployment, troubleshooting, software installation, patching, and lifecycle management
• Familiarity with identity and access management platforms such as Active Directory, Entra ID, Okta, Google Workspace, or similar solutions
• Experience with endpoint management tools such as Intune, Jamf, Kandji, SCCM, or comparable platforms
• Knowledge of IT service management practices, ticketing systems, incident management, and service-level expectations
• Ability to troubleshoot and resolve multi-faceted technical issues using sound judgment and a structured approach
• Strong communication skills with the ability to explain technical concepts clearly to non-technical audiences
• Degree, diploma, certification in Information Technology or a related field, or equivalent practical experience

Success Outcomes

First 3 Months

• Build an understanding of Varicent's IT environment, processes, systems, and support standards
• Resolve routine and moderately complex support requests within established service expectations
• Support onboarding and offboarding activities with increasing independence
• Maintain accurate documentation of support activities, resolutions, and asset records
• Establish effective working relationships with employees, vendors, and internal stakeholders

Within 6 Months

• Independently manage common IT support activities, including device deployments, access requests, user support, and hardware troubleshooting
• Consistently apply effective troubleshooting approaches to resolve a broad range of technical issues
• Demonstrate reliable adherence to security policies, support standards, and service-level commitments
• Identify recurring issues and contribute recommendations to improve documentation, processes, or tooling
• Communicate clearly regarding issue status, timelines, and resolution plans …