IT Specialist

Job title: IT Specialist

Company: Freshbooks

Job description: FreshBooks has an ambitious vision. We launched in 2003 but we’re just getting started and there’s a lot left to do. We’re a high-performing team working towards a common goal: building an elite online accounting application to help small businesses better handle their finances. Known for an extraordinary product and customer service experience, FreshBooks is based in Toronto, Canada, with offices in the U.S., Netherlands, and Croatia and serves paying customers in over 120 countries.

The Opportunity – IT Specialist

The FreshBooks IT Team is responsible for the availability, integrity, confidentiality, and performance of the internal systems used by FreshBookers to provide outstanding support to our amazing customers, support the development and delivery of our leading SaaS accounting application, and enable the company to scale and grow. These systems include; collaboration and communication (voice, video, chat), email, identity and access management, networking, desktop, and mobile devices, as well as many SaaS services that cross a broad spectrum of uses.

As an IT Specialist, you will collaborate with your teammates and our company at large to improve our office network, servers, teleconferencing, phone, email, desktop systems, and more. Balancing the focus between day-to-day support and strategic process and technology improvements.

You are someone who has:

• A passion for customer service and the ability to empathize with and communicate clearly to all parts of the business.
• A deep curiosity that motivates you to keep on top of technology trends and informs your ability to suggest tools and approaches to interesting problems.
• The ability to juggle multiple tasks and priorities from supporting the business to implementing the next new infrastructure
• Done this before – you’ve had at least 2-3 years of operational IT experience preferably in a Mac environment

In this position you will:

• Triage IT support tickets, questions, and walk-up requests, resolving most and escalating the rest to other team members
• Set up laptops, user accounts, email, and phones for new hires
• Manage user access across multiple systems
• Assist users with common desktop programs, including Google Workspace, Microsoft Office, Slack, and Zoom
• Diagnose and repair software and hardware problems on office desktops and laptops running macOS and Windows.
• Effectively communicate with internal customers and relay various methods to them to avoid future occurrences
• Configure office network devices and troubleshoot wired and wireless network problems
• Assist with new product testing and automation initiatives
• Maintain and improve documentation on our internal IT process wiki
• Participate in an on-call rotation providing after-hours support
• Assist with other IT tasks and strategic projects as needed

We think you’ll be an amazing fit for this position if your application can demonstrate:

• A knack for finding the perfect answer to a problem you’ve never seen before
• Experience with IT ticketing systems (eg. Jira, ServiceNow, ZenDesk, etc)
• A strong understanding of system interdependence
• Excellent documentation skills
• Familiarity with some of the technologies we use:

• Operating systems (macOS, Windows, Linux/*nix)
• Identity & Access Management (Okta, Active Directory)
• Collaboration & Communication (VoIP, Zoom, Avaya IP Office)
• Cloud Infrastructure (VMware, Google Cloud Platform, Amazon Web Services)
• Productivity & Workflow (Google Workspace, Microsoft 365, Confluence, Jira)
• Device Management (Mosyle, Intune)
• Code & Version Management (Git)
• Application Servers (nginx, Apache, MySQL)
• Networking & Security (TCP/IP, DNS, SSL/TLS, SSL/TLS, Public Key Infrastructure, Anti-malware, WiFi, Cisco)
• Command-line languages ((ba)sh, Powershell, etc.)
• Experience working in a SaaS company

The real reason people are proud to work at FreshBooks is because each person knows their opinion is respected, and they can see the difference they make in the lives of over 10 million small business owners around the world. If you want to accelerate your career, work on projects you’re passionate about and have just as much of a life outside the office as inside-you’re exactly what we’re looking for.

Apply Now

Have we got your attention? Submit your application today and a member of our recruitment team will be in touch with you shortly!

FreshBooks is an equal opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success.

Apply for this Job

• Required

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Drop files here

Cover Letter

Drop files here

LinkedIn Profile

Are you legally authorized to work in Canada? *

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at FreshBooks are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Gender

Are you Hispanic/Latino?

Please identify your race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A “disabled veteran” is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran’s discharge or release from active duty in the U.S. military, ground, naval, or air service.

An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at . How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

• Autism
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
• Blind or low vision
• Cancer
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or hard of hearing
• Depression or anxiety
• Diabetes
• Epilepsy
• Gastrointestinal disorders, for example, Crohn’s Disease, or irritable bowel syndrome
• Intellectual disability
• Missing limbs or partially missing limbs
• Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
• Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

Disability Status

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at .

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Expected salary:

Location: Toronto, ON

Job date: Wed, 12 May 2021 01:27:05 GMT