Junior IT & Operations Support

About Ratehub
Ratehub is Canadas leading personal finance comparison platform helping millions of Canadians make smarter decisions about mortgages credit and insurance. Our platform powers multiple licensed brokerage operations: mortgage brokerage home and auto insurance and life insurance all under one roof. We are a team of 200 people headquartered in downtown Toronto.

The Role
This is an entry-level to junior role on our IT and Operations team. You will be the day-to-day hands supporting our employees brokerage operations SaaS platforms and phone system working closely with and guided by our IT/Tech manager and senior IT Specialist.

This role is ideal for someone 12 years into their IT career who wants to go broader than a traditional helpdesk position. You will get exposure to SaaS administration VoIP phone systems mortgage and insurance brokerage operations and IT project work all within a fast-moving fintech environment.

What Youll Do

Employee Onboarding & Offboarding

• Set up accounts and access across Google Workspace Slack Salesforce and other platforms for new hires following established runbooks
• Coordinate laptop ordering pre-configuration (Windows 11 and macOS) and shipping to remote employees Support new employees through workstation and account setup in their first days
• Deprovision accounts and wipe/reset hardware when employees leave
• Keep the hardware asset inventory accurate and up to date

Day-to-Day IT Support

• Handle Tier 1 support tickets: software issues account access password resets MFA setup and hardware troubleshooting
• Support employees on Windows 11 macOS Google Workspace and Microsoft 365
• Replace and order equipment as needed
  Maintain and update the internal IT knowledge base and how-to guides
  Provide basic software training to employees as needed

SaaS Platform Support

• Execute day-to-day SaaS administration tasks: user provisioning deprovisioning and licence assignments across core platforms
• Follow access control runbooks set by the IT Manager; flag anomalies or access requests that fall outside normal scope
• Assist with periodic licence audits and access reviews

Phone System Support

• Provision and manage extensions voicemail and basic call settings in our VoIP phone system under IT Manager guidance Troubleshoot common call quality and device issues for employees and brokerage teams
• Escalate complex routing or integration issues to the IT Manager

• Serve as the first point of contact for IT and tool-related issues from our mortgage and insurance brokerage teams
• Triage and resolve common CRM and broker workflow tool issues; escalate vendor or system-level issues to the IT Manager
• Support operations teams during new tool rollouts and system changes

IT Projects & Compliance

• Assist with UAT documentation and stakeholder communications during IT projects
• Support security awareness training and compliance-related tasks
• Help with ad-hoc office IT setup and company events as needed

• 12 years of experience in an IT support helpdesk or IT operations role
• Working knowledge of Google Workspace administration (user management groups basic settings)
• Comfortable supporting both Windows 11 and macOS experience with common SaaS platforms (Slack Microsoft 365 or similar) from an admin or power-user perspective
• Strong troubleshooting and critical thinking skills you know how to work through a problem methodically
• Clear communicator: you can explain a technical issue simply to a non-technical colleague
• Self-motivated and organized: you manage your own queue and follow through without being chased
• Positive attitude and a genuine interest in learning this role grows with you

• Any exposure to VoIP or phone system administration (3CX Zoom Phone RingCentral or similar)
• Familiarity with Salesforce at any level (even as an end user in a previous role) is a plus
• Experience in a financial services brokerage or regulated industry environment
• Exposure to MDM tools (Hexnode Jamf Intune or similar)
• Any IT certifications (CompTIA A Google IT Support Certificate or similar)

• This is a hybrid remote role. You will work remotely most of the time with occasional visits to our downtown Toronto office for monthly townhalls company events and infrequent on-site IT tasks. You will need a reliable high-speed internet connection and a space at home to occasionally store company laptops for new hire shipments. You will also need ship laptops to new employees using Fedex UPS or common delivery methods

This job posting is for a currently open vacancy.

AI technology is not used in the screening and assessment process of our recruitment.

Ratehub welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.