IT Support Technician

About Opendoor

Opendoor’s purpose is to make homeownership easier and more accessible for people who own homes or want to buy one. The company is building a modern, end-to-end digital experience for buying and selling homes so people can move forward on their own terms.

Role Overview

The IT Support function provides technology support and office systems services to Opendoor employees. The team handles everyday support for end-user devices, account access, software issues, and workplace technology, while working closely with departments such as Operations, People, Finance, Security, and Engineering to keep offices operating effectively.

As an IT Support Technician based in Toronto, you will act as the main local technical contact for employees and visitors in the office. This position involves device setup, troubleshooting, office AV support, and day-to-day employee assistance, all delivered with a service-oriented approach and clear communication.

Key Responsibilities

End-user support

• Assist employees directly with laptops, mobile devices, and accessories such as monitors, docks, keyboards, and headsets, resolving issues quickly while limiting disruption.
• Diagnose and fix problems across tools and services including Okta, Jamf, Google Workspace, Slack, Microsoft 365, VPN, printers, and other workplace applications.
• Provide support for office networking and work with IT Engineering on setup, configuration, and troubleshooting.
• Manage support tickets end to end in a ticketing platform such as Linear, including prioritizing, troubleshooting, escalating when necessary, and closing within SLA targets.
• Offer both in-person walk-up help and remote assistance through chat, email, and video.

Onboarding and offboarding

• Prepare laptops and other devices for new hires, including imaging, enrollment, profile setup, and application access so they are productive on day one.
• Support new employee onboarding by handing over hardware, confirming account access, and guiding users through essential tools.
• Retrieve, wipe, and reassign or return equipment for transfers, leaves, and exits in accordance with security and data handling standards.

Office support

• Set up and maintain conference room audio/video systems, including cameras, microphones, displays, and controllers for Zoom, Teams, and Google Meet room setups.
• Support onsite events such as all-hands meetings, training sessions, and visitor visits by ensuring dependable audio, video, and network performance.
• Work with Workplace and Facilities on office moves, seating updates, and new space build-outs, including cabling, drops, and labeling.

Endpoint and asset management

• Enroll and manage devices using endpoint management tools to keep systems aligned with operating system, security, encryption, and configuration standards.
• Maintain accurate records of laptops, monitors, mobile devices, and peripherals.
• Support vendor repair processes and lifecycle tasks such as deployments, refreshes, and returns.

Security and compliance

• Apply identity and access management practices using Okta and related internal tools so employees receive the correct access.
• Handle MFA resets, account lockouts, and basic access requests following IT and Security policies.
• Help enforce endpoint security controls such as disk encryption, screen locks, OS version compliance, and secure device handling.

Collaboration and improvement

• Work with IT Engineering, Security, and Workplace teams on projects that improve the employee technology experience.
• Write and maintain troubleshooting guides, how-tos, and FAQs for internal knowledge resources and self-service content.
• Spot recurring issues and recommend changes to tools, automation, and processes.
• Participate in on-call or coverage rotations as required within agreed schedules and time zones.

Requirements

• 3 to 5 years of practical IT support experience in a fast-scaling technology company or a high-volume support environment; experience with hybrid offices across multiple sites and time zones is an advantage.
• Strong troubleshooting ability across macOS and Windows, productivity suites such as Google Workspace or Microsoft 365, collaboration tools like Slack, Teams, and Zoom, and networking fundamentals including VPN and Wi‑Fi.
• Hands-on experience with at least one mobile device management platform such as Jamf, Intune, NinjaOne, or a similar tool.
• Working familiarity with identity and access management systems such as Okta or an equivalent platform.
• Experience using IT service management tools such as Jira or a comparable system.
• Exposure to audio/video conference systems including Zoom Rooms, Teams Rooms, and related hardware.
• Strong written and spoken communication skills with the ability to explain technical concepts in simple, approachable language.
• A service-focused mindset with a history of strong customer satisfaction or similar support metrics.
• Ability to lift and move equipment when needed, typically up to about 40 lbs.

Location

This position is based in downtown Toronto and requires in-office presence four days per week: Monday, Tuesday, Thursday, and Friday. Applicants must live within commuting distance of the office.