L1/L2 IT Helpdesk Technician

Headquartered in North York, ON, with employees in Canada, the US, China and India, NewAge is an industry-leading manufacturer and distributor of premium home improvement solutions. 

Our products are sold through major online retailers such as Lowes, The Home Depot, Costco, Amazon, and Wayfair as well as our own e-commerce site. But what makes us unique is that we provide a truly cohesive customer experience, from free expert assistance designing and planning new spaces to delivery and professional installation. 

Our collaborative, inclusive team atmosphere nurtures personal growth, career advancement and job satisfaction, as evidenced by our certification as a Great Place to Work in Canada. 

With tremendous pride, we continue to receive a growing number of industry accolades including over 75 unique product patents, awards for our team of expert designers, prominent ranking on the Profit 500 list of Canada’s fastest growing companies, and the naming of our founders to the Top 40 under 40 in Canada by BNN Bloomberg. 

As our journey to becoming the preferred choice for premium home improvement solutions continues, we’re adding ambitious, driven, passionate members to our team who are inspired to be their best and ready to make a difference.

NewAge is looking for a skilled and enthusiastic L1/L2 IT Helpdesk Technician to join our team. The successful candidate will be responsible for providing technical assistance in - person and remote support to our employees with computer systems, hardware, and software issues.

•Respond to incoming IT support requests via phone, email, or in-person.

•Document and track issues using a helpdesk ticketing system.

•Resolve hardware and software issues for desktops, laptops, printers, mobile devices, and other peripherals.

•Perform hardware refresh for on-boarding new employees and offboarding exiting employees.

•Troubleshoot and resolve basic network issues, such as connectivity and internet access problems.

•Install and configure software applications on various platforms.

•Perform basic user account administration tasks, such as password resets and access requests.

•Escalate complex issues to higher-level support personnel or vendors as needed.

•Ensure the security and integrity of data by following established procedures.

•Provide user training and support for new technologies and applications.

•Participate in testing and implementation of new systems and software.

•Collaborate with other IT team members to identify and resolve recurring technical problems.

•Provide exceptional customer service to all internal and external stakeholders.

•High school diploma or equivalent required. Associate's or Bachelor's degree in Computer Science or related field preferred.

•Minimum of 2 years of experience in an IT technical support role.

•Excellent problem-solving skills and the ability to think analytically.

•Strong communication skills, both verbal and written.

•Familiarity with Windows and MacOS operating systems.

•Working knowledge of basic networking concepts.

•Experience with Microsoft Office Suite, email clients, and web browsers.

•Ability to work independently and as part of a team in a fast-paced environment.

•Customer service-oriented with a strong desire to help others.

•This is a hybrid position, requiring a minimum of two (2) days per week on-site. Additional on-site days may be required depending on workload demands. 

• Salary and bonus is based on experience and highly competitive for the right candidate
• Benefits package
• An opportunity within a growing, fast-paced company, well established in its industry
• Fun! We celebrate successes, and hold special events to build strong teams.
• Our teams work under a remote-first Hybrid model, with the ease of having our North York office accessible for collaboration and/or quiet workspace.