IT Support Specialist
Mississauga, ON, Canada
Full Time
Information Technology
Experienced
About Us
At Chatters, we’re not just a company — we’re a community. We’re passionate about hair and beauty and focused on creating a space where creativity, collaboration, and innovation thrive. Our team is made up of diverse individuals who bring unique skills and perspectives, and we’re looking for someone who is excited to contribute to our vibrant culture.
The IT Support Specialist is responsible for providing Tier 1 and Tier 2 technical support across Chatters’ retail locations, distribution centre, and corporate environments. This role focuses on resolving incidents and service requests related to POS systems, endpoint devices, networking, and enterprise applications while helping maintain a reliable technology environment for store and corporate operations.
In addition to helpdesk support responsibilities, the IT Support Specialist assists with infrastructure monitoring, system maintenance, technology deployments, and asset management activities. Working closely with the IT Manager, Systems & Infrastructure, this role contributes to the stability, performance, and continuous improvement of Chatters’ hybrid IT environment.Key Responsibilities:
Check us out! https://www.chatters.ca
Chatters prioritizes diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our team members, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
At Chatters, we’re not just a company — we’re a community. We’re passionate about hair and beauty and focused on creating a space where creativity, collaboration, and innovation thrive. Our team is made up of diverse individuals who bring unique skills and perspectives, and we’re looking for someone who is excited to contribute to our vibrant culture.
The IT Support Specialist is responsible for providing Tier 1 and Tier 2 technical support across Chatters’ retail locations, distribution centre, and corporate environments. This role focuses on resolving incidents and service requests related to POS systems, endpoint devices, networking, and enterprise applications while helping maintain a reliable technology environment for store and corporate operations.
In addition to helpdesk support responsibilities, the IT Support Specialist assists with infrastructure monitoring, system maintenance, technology deployments, and asset management activities. Working closely with the IT Manager, Systems & Infrastructure, this role contributes to the stability, performance, and continuous improvement of Chatters’ hybrid IT environment.
Key Responsibilities:
Technical Support
- Provide Tier 1 and Tier 2 technical support for incidents and service requests across retail, warehouse, and corporate environments.
- Troubleshoot issues related to POS systems, hardware, software, networking, and peripherals.
- Assist with managing the IT support queue, helping prioritize and resolve tickets to maintain service levels across the organization.
- Serve as an escalation resource for more complex technical issues when required.
- Provide remote technical support using appropriate tools to guide store teams through troubleshooting and issue resolution.
Store Technology Support
- Support store technology environments including POS systems, networking equipment, and peripheral devices.
- Assist with troubleshooting connectivity issues involving store networks, VPN connections, and internet services.
- Support operational troubleshooting involving integrations between ERP, WMS, POS, Accounting, and HR systems.
Infrastructure & Systems Support
- Assist with troubleshooting and support of infrastructure systems including Microsoft Azure, Microsoft 365, and legacy Active Directory environments.
- Assist with endpoint and device management platforms including Microsoft Intune and Apple Business Manager.
- Support systems including Cisco Meraki networking equipment, FortiGate firewalls, and VOIP management portals.
- Assist the IT Manager with monitoring system health, infrastructure alerts, and endpoint status across the environment.
- Assist with routine maintenance activities such as system patching, endpoint updates, and device management.
Technology Deployments & Projects
- Assist with store technology rollouts, system upgrades, and hardware deployments across retail locations.
- Support new store setups, device configuration, and network equipment installations.
- Assist the IT Manager with infrastructure-related initiatives including cloud migration activities and technology refresh projects.
- Coordinate deployment logistics and ensure equipment is prepared and configured prior to deployment.
IT Inventory & Asset Management
- Maintain and manage IT hardware inventory and asset records including servers, networking equipment, POS devices, and endpoint hardware.
- Track asset lifecycle status and assist with planning hardware replacements and refreshes.
- Assist with procurement coordination including equipment ordering, shipment tracking, and deployment preparation.
- Maintain accurate asset documentation to support operational planning and audit requirements.
Service Management & Documentation
- Log and manage tickets within the IT Service Management (ITSM) platform, ensuring accurate documentation and resolution tracking.
- Maintain documentation for troubleshooting procedures and technical solutions.
- Contribute to the IT knowledge base, SOPs, and internal support documentation.
Monitoring & Continuous Improvement
- Monitor store connectivity, POS uptime, and endpoint health across the organization.
- Identify recurring issues and recommend improvements to systems, processes, or documentation.
- Assist with proactive monitoring and maintenance activities to improve system reliability.
Core Competencies
- Strong customer service mindset and ability to communicate technical concepts clearly to non-technical users.
- Excellent troubleshooting and analytical skills.
- Ability to manage multiple priorities in a fast-paced support environment.
- Strong documentation and organizational skills.
- Collaborative mindset with the ability to work effectively with team members and business stakeholders.
Ideal Qualifications
- 2–4 years of IT support experience, preferably in a multi-site or retail environment.
- Experience managing endpoint environments using Microsoft Intune or similar device management platforms.
- Familiarity with enterprise networking, VPNs, firewalls, and networking platforms (Meraki preferred).
- Experience with virtualization platforms such as VMware or Hyper-V.
- Experience supporting multi-site environments or retail technology environments is an asset.
- Familiarity with Microsoft Dynamics Business Central or retail POS systems is an asset.
- Experience with IT asset inventory management or hardware lifecycle tracking is considered an asset.
- Understanding of ITIL-based support processes is beneficial.
Check us out! https://www.chatters.ca
Chatters prioritizes diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our team members, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
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