IT Support Analyst

Location: This hybrid role requires 3 days on-site at our Burnaby, BC office and 2 days remote per week. Please note that the first three months of employment will be fully in-person to support onboarding, training, and integration into the team. After this period, the role will transition to the hybrid schedule.

Hours: The IT Service Desk team operates on a rotational shift model between 7:00 AM and 7:00 PM to ensure balanced coverage across the team. This includes a shared rotation for weekend standby and call-out duties, planned in advance to support work-life balance.

Welcome to Specsavers – where we’re not just about eyecare and eyewear, but changing lives through better sight. Ranked the 5th Best Workplace™ in Canada and 12th globally by Great Place to Work®, we’re proud of our optometrist-owned model that makes high-quality, eyecare and eyewear accessible to all Canadians. 

Founded 40 years ago in the UK by visionary husband and wife optometry duo Doug and Mary Perkins, Specsavers has remained privately owned since day one. Today, we are a $7.8 billion global business with over 45,000 colleagues across more than 2,700 retail optical locations.

In Canada, our support office is based in Burnaby, BC. Since entering the market in 2021, we’ve been scaling rapidly, now with over 270 locations nationwide. With advanced clinical equipment and a wide range of affordable, high-quality eyewear, we’re transforming the way Canadians experience eyecare.

If you’re passionate about making a difference and want to be part of a values-driven organization, join us as we continue to grow. Together, we can change lives through better sight.

What You’ll Do

Reporting to the IT Service Delivery Manager, the IT Support Analyst will be the first point of contact for all IT incidents and requests from retail stores and our Mississauga Support Office users, providing a high level of customer service remotely and in-person. As we are a fast-growing company in Canada, this role will also have exposure to ongoing projects across Retail, Clinical, Supply chain and our Support Offices.

Key Responsibilities

• Provide support to our colleagues and partners via email, support tickets, and phone calls on a day-to-day basis
•  Provide desktop and end-user support at the Mississauga location and remotely across Canada
• Install, configure, maintain, and troubleshoot hardware, operating systems, and software applications
• Configure, deploy, and support laptops, mobile phones, and iPads for business use, ensuring compliance with corporate standards and security requirements
• Configure, maintain, and support meeting room technology, including video conferencing (VC) systems and collaboration solutions
• Troubleshoot network, connectivity, and infrastructure-related issues and escalate effectively where required
• Utilize ServiceNow to log, update, and resolve support tickets in accordance with established service levels
• Collaborate with internal teams and third-party vendors to troubleshoot and resolve incidents and service requests
• Provide input into and create user documentation, knowledge base articles (KBs), and support procedures
• Participate in an on-call weekend rotation to support critical business operations
• Contribute to the continual improvement of IT services, processes, and end-user experience as the organization grows
• Develop, maintain, and continuously improve knowledge base articles (KBs), standard operating procedures, and troubleshooting guides to enhance service efficiency and promote self-service capabilities

What We’re Looking For

• 1-2 years of experience providing Tier 1 and Tier 2 desktop support in both remote and in-person environments
• A passion for delivering exceptional customer service, paired with strong written and verbal communication skills and the ability to build meaningful relationships with customers and colleagues.
• Strong knowledge of Microsoft Windows 11 and Apple macOS environments,
• Proficiency in supporting Microsoft 365 services, including SharePoint Online, OneDrive, Outlook, and associated collaboration tools.
• Strong knowledge of Microsoft Entra ID (Azure Active Directory), including identity and access management, user administration, and security best practices.
• Experience administering Microsoft 365 services through the Microsoft 365 Admin Center, including account management, licensing, service health monitoring, and configuration management.
• Computer Hardware (Laptops, Desktops, Monitors & Peripherals)
• Mobile Device Management (JAMF, ABM)
• Advance Networking Skills (TCP/IP, DNS, VPNs, firewalls)
• Experience configuring, maintaining, and troubleshooting network printers, printer servers and print queues.
• Strong experience supporting and administering business-critical applications in an enterprise environment.

Nice-to-have:

• Administering users and phonelines through RingCentral
• Retail-specific Hardware, Software and Support processes
• Troubleshooting or configuring Cisco Meraki equipment
• Clinical software troubleshooting, and understanding of optometry equipment
• Experience support Practice Management Systems (PMS)

Compensation: $55,000 - $65,000 base salary, plus quarterly bonus, profit sharing, and benefits. Actual compensation will be determined based on experience

Speccies’ Benefits

• 3 weeks of vacation and 1 paid volunteer day per year
• 1 extra paid day off plus an eyecare voucher to celebrate your birthday.
• Health and dental benefits, RRSP matching and a Healthcare Spending Account active from your first day.
• Mental health and wellbeing support, including $3,000 annually for practitioner care and access to our Employee Assistance Program.
• Quarterly bonuses, based on your performance.
• Annual Profit Share program to recognize your part in Specsavers’ success.
• Free parking, access to the building gym, and a fully stocked kitchen with snacks and coffee/tea.
• On‑site wellness offerings in-office, including RMT and yoga sessions.
• Team and company social events, including holiday and annual celebrations. 

Behaviours We Value

• Collaborative: We work together as one Specsavers to deliver on our purpose
• Curious: We question, explore, and seek out diverse perspectives to develop our knowledge and understanding
• Courageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision making
• Compassionate: We care, support, and help each other
• Commercial: We treat money wisely and make decisions that are good for our customers, our partners, our people and for the long term

We hope that in applying with us, you value these things as well!

Our Hybrid Work Model

Experience the best of both worlds. At Specsavers, we embrace a hybrid approach that balances in-office collaboration with the flexibility to work from home. We come together in office three days a week to connect, innovate, and keep our culture thriving.

Equal Opportunity Employer

At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply. If you believe you can contribute to our mission and vision, we welcome your application, even if you don't meet every qualification listed. We value the unique skills and perspectives each individual brings to our team.

Accessibility and Accommodations

We are committed to creating an inclusive and accessible workplace. If you require accommodations at any stage of the application or interview process, please let us know by contacting us at careers.ca@specsavers.com . We will work with you to meet your needs and ensure a fair and equitable experience.