IT Support Specialist

Who Are We?

CXAi is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting and Technology solutions.

We're a fast-moving startup on a mission to revolutionize the call centre industry using the power of AI and Large Language Models. We're building intelligent systemsto enhance customer experience, supercharge agent performance, and drive operational excellence.

Through advanced conversational AI, we build systems that understand, adapt, and evolve with every conversation. Our platform powers decision-support tools and intelligent virtual agents helping call centers deliver faster, smarter, and more human customer service—where every interaction matters.

Summary

The Intermediate IT Support Specialist provides technical support to end users and assists in supporting the organization's core IT infrastructure. This mid-level role requires solid hands-on experience with VMware, Microsoft 365, Windows Server, Active Directory administration, desktop hardware/software troubleshooting, and basic monitoring tools. The role operates within ITIL-based processes and contributes to maintaining reliable, secure, and high-performing IT services.

Core Responsibilities (include, but not limited too)

End-User & Desktop Support

• Deliver Level 2 support for desktops, laptops, peripherals, and standard applications.
• Troubleshoot hardware failures, software issues, and desktop problems.
• Assist with device imaging, deployments, and upgrades.
• Resolve support tickets within established SLAs and escalate when necessary.

Systems & Infrastructure Support

• Support VMware virtual environments (e.g., creating VMs, basic performance checks, snapshots).
• Assist with day-to-day Windows Server administration, including patching and routine maintenance.
• Perform Active Directory tasks such as account management, security group updates, and GPO application checks.
• Support Microsoft 365 environments including Exchange Online, Teams, SharePoint, and OneDrive user issues.
• Work closely with Canadian IT support and Engineering teams to resolve/escalate issues.

Monitoring & Maintenance

• Use system monitoring tools to identify issues, generate alerts, and escalate to senior staff as needed.
• Conduct routine health checks on servers, storage, and networked systems.
• Participate in patching cycles, backup verification, and scheduled maintenance windows.

ITIL-Based Service Delivery

• Follow ITIL processes for incident, service request, change, and asset management.
• Accurately document issues, troubleshooting steps, and solutions in the ITSM platform.
• Assist in problem identification and propose improvements to reduce recurring issues.

Requirements:

• 3–5 years of professional experience in IT support.
• Practical experience with VMware (ESXi, vCenter) at a support or administration level.
• Strong knowledge of Microsoft 365 administration and user support.
• Working knowledge of Windows Server (2016/2019/2022).
• Experience with Active Directory user and group administration.
• Familiarity with common monitoring tools (PRTG, SolarWinds, Zabbix, etc.).
• Demonstrated strength in desktop support for Windows and basic Mac environments.
• Understanding of ITIL fundamentals and experience working with ITSM ticketing systems.

Assets

• ITIL Foundation certification or ITIL training.
• Industry certifications such as CompTIA Network+/A+, VMware, Microsoft Server and O365 cloud.
• Basic PowerShell scripting for automation or task simplification.
• Exposure to networking concepts (DNS, DHCP, VLANs, VPNs).

Competencies

• Strong diagnostic and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to work independently while collaborating with senior engineers when needed.
• Solid organizational skills with attention to detail.
• Willingness to learn and expand technical skill sets.

Additional Information:

• This position will be on the "ground floor" as we launch into South Africa BPO market
• Opportunity to expand skills and grow with the company