IT Support Specialist

About this role

Who we are:

Geotab ® is a global leader in IoT and connected transportation and certified “Great Place to Work™.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities.

Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace ®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes.

Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it’s like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram .

Who you are:

The IT Support Specialist provides efficient, employee-facing IT support across Geotab offices and the remote workforce. This role resolves escalated incidents and service requests, configures and troubleshoots complex endpoint hardware and software issues, manages advanced user accounts and access provisioning, and ensures local onsite support coverage.

Differentiated from the entry level IT Support Analyst tier, the IT Support Specialist handles complex diagnostic troubleshooting, executes critical escalations, and takes active custody of local office technology. Additionally, this role supports operational execution of asset processes—ensuring precise hardware inventory and deployment records, while the Asset Management Specialists own strategy, policy, and process. IT Support roles are expected to provide 5 day onsite coverage where assigned.

What you'll do:

The IT Support Specialist provides efficient, employee-facing IT support across Geotab offices and the remote workforce. This role resolves escalated incidents and service requests, configures and troubleshoots complex endpoint hardware and software issues, manages advanced user accounts and access provisioning, and ensures local onsite support coverage.

Differentiated from the entry level IT Support Analyst tier, the IT Support Specialist handles complex diagnostic troubleshooting, executes critical escalations, and takes active custody of local office technology. Additionally, this role supports operational execution of asset processes—ensuring precise hardware inventory and deployment records, while the Asset Management Specialists own strategy, policy, and process. IT Support roles are expected to provide 5 day onsite coverage where assigned.

How you'll make an impact:

• Respond to and resolve intermediate to advanced IT support tickets while maintaining strict SLA compliance and professional, clear employee communication.

• Act as the escalation point for the IT Support Analyst tier, unblocking complex desktop, application, and operating system issues.

• Perform advanced, systematic remote and onsite troubleshooting across Windows, macOS, Linux/Ubuntu, and ChromeOS environments.

• Manage user access, account lifecycle, software deployments, and system permissions following approved RBAC, IAM, and security compliance frameworks.

• Configure, install, maintain, and upgrade workstations, specialized mobile devices, team peripherals, and standard office technology.

• Administer and troubleshoot core Google Workspace applications (Gmail, Drive, Groups, shared mailboxes, calendar routing, delegation).

• Lead endpoint onboarding and offboarding procedures, ensuring high-quality device provisioning, custom system pre-configuration, and smooth recovery of returned assets.

• Execute physical and system-level IT Asset Management (ITAM) tasks, including preparing, packaging, shipping, receiving, and scanning/auditing IT hardware inventory. Keep internal asset tracking databases 100% current to support hardware lifecycle policy. (Note: Specialists and Analysts execute physical/operational asset processes; policy, compliance, and governance remain under the Asset Management Specialist).

• Leverage GenAI assistants and prompt-engineering capabilities within GIA (Geotab's internal AI Platform) to streamline ticket diagnostics, analyze complex logs, draft user communications, and accelerate technical resolution times.

• Practical knowledge of AI tools, LLMs, and prompt-engineering concepts; ability to leverage GenAI assistants (such as GIA) safely to accelerate problem-solving, triage logs, and write high-quality technical documentation.

• Contribute to and maintain IT knowledge base articles, documenting resolution procedures and user-facing “self-help” guides.

• Coordinate local office technology operations, monitor onsite IT infrastructure (A/V, local printing, room booking), and ensure consistent 5-day onsite support coverage.

• Identify repeat support ticket patterns and propose automated resolution or routing enhancements to the Service Automation team.

• Support regional incident coordination, maintenance notifications, and participate in scheduled support rotations.

• To provide 5 day onsite coverage where assigned.

What you'll bring to the role:

Strong customer-service orientation and ability to communicate clearly with employees and stakeholders at all levels.

• Proven intermediate to advanced troubleshooting capabi

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