IT Support Technician

About SciLeads:

SciLeads is a fast-growing, remote-first SaaS company helping reshape how scientific companies do sales and marketing. With over 90 people across the UK, Canada, and beyond, and plans to grow to 150+ in the next two years, our culture of openness, flexibility and innovation drives everything we do.

We’re an award-winning company, and have been listed as one of Deloitte’s fastest-growing tech companies for four years in a row. We are passionate about putting people first and committed to creating an outstanding employee experience as a remote working company. Come grow your career with us!

About the Role:

You will be the first point of contact for technical support queries from our employees. You will play a critical role in maintaining the productivity of our entire business. You’ll provide prompt, effective, and friendly first-line technical support for hardware, software, and cloud-based systems in a fully remote environment.

Who You Are:

This role is ideal for someone who enjoys problem-solving and helping others succeed through technology. The ideal candidate will be self-motivated, always learning, well-organised, and capable of independently understanding and managing changing priorities in a dynamic, complex environment.

Career Growth and Learning:

SciLeads views this role as a key investment and a direct springboard for internal advancement within our IT department:

• Path to 2nd Line Support: High performers are supported in advancing to 2nd Line Support, with exposure to cloud infrastructure, automation, and security.
• Professional Development: Annual allowance for certifications (e.g. Microsoft 365, ITIL, AWS).
• Mentorship: Work closely with senior IT staff to gain hands-on experience in cloud services, system administration, and security best practices.

Key Responsibilities:

Your primary focus will be on providing exceptional technical support and efficient IT administrative management:

Technical Support Development

• Serve as the primary point of contact for incoming IT support issues, managing tickets from initial submission to resolution or escalation.
• Diagnose and resolve common hardware, software, and peripheral issues remotely.
• Document solutions and create helpful “how-to” guides for internal knowledge sharing.
• Support laptop setup, replacement, and courier logistics.

IT Administration Operations

• Manage the lifecycle of corporate laptops and maintain accurate asset records.
• Monitor system alerts and escalate issues when necessary.
• Administer user accounts, permissions, and access across systems, including VPN and staff directories.
• Coordinate with vendors for warranty claims, purchasing, and logistics.
• Support the IT Manager with audits, process improvement, and testing new tools.

Essential Skills and Experience:

Infrastructure Admin Tools

• Directory services (Active Directory / LDAP)
• MDM or deployment tools (e.g. Intune, JumpCloud, Kandji, etc.)
• VPN configuration and basic networking knowledge

Automation Scripting

• Basic PowerShell, Bash, or Python scripting for task automation
• Understanding of system setup automation or provisioning tools

Professional Frameworks

• ITIL principles or similar service management knowledge
• Familiarity with IT Asset Management systems

Nice to Have

• Exposure to Linux Systems
• Experience in a SaaS or remote-first company

Benefits:

• Fully remote working
• $1150 CAD home office allowance
• $300 CAD personal development allowance
• Private Healthcare
• 25 days holiday plus public/bank holidays
• A day off for your birthday!
• Women in Business NI Membership
• A truly flexible working culture
• Quarterly meet ups
• Virtual office to hang out with colleagues

SciLeads is an equal opportunities employer, we welcome and encourage applications of all nationalities, backgrounds and genders. This job posting is for an active position in SciLeads.

Our application process is designed to be quick and easy! We value your time, so we won’t ask you to rewrite your CV. All we ask is that you upload your CV and fill in all the mandatory fields. Any additional fields are for you to provide us with more information if you wish to do so.