Junior IT & Operations Support

About the Company

Ratehub is a Canadian personal finance comparison business that helps millions of people make informed choices about mortgages, credit, and insurance. The company supports several licensed brokerage lines, including mortgage brokerage, home and auto insurance, and life insurance, all within one organization. It is a team of about 200 people based in downtown Toronto.

The Opportunity

This is an early-career to junior position on the IT and Operations team. The role supports employees, brokerage workflows, SaaS tools, and the phone system on a day-to-day basis, working alongside the IT/Tech Manager and a senior IT Specialist.

It is a strong fit for someone with 1–2 years of IT experience who wants a broader role than a standard helpdesk job. You will gain hands-on exposure to SaaS administration, VoIP systems, mortgage and insurance brokerage operations, and IT projects in a fast-paced fintech setting.

Key Work Areas

Employee onboarding and offboarding

• Create user accounts and set up access in Google Workspace, Slack, Salesforce, and other systems for new hires, following existing runbooks.
• Arrange laptop ordering, prepare devices in advance for Windows 11 and macOS, and ship equipment to remote staff.
• Guide new team members through their first-day workstation and account setup.
• Remove access when employees exit and complete hardware wipes or resets.
• Maintain an accurate record of IT hardware assets.

Day-to-day IT support

• Respond to Tier 1 issues such as software errors, account access problems, password resets, MFA setup, and hardware troubleshooting.
• Support users on Windows 11, macOS, Google Workspace, and Microsoft 365.
• Replace and order equipment when required.
• Keep the internal knowledge base and how-to documentation current.
• Provide basic software guidance to employees when needed.

SaaS platform administration

• Carry out routine administration across core SaaS tools, including user provisioning, deprovisioning, and license allocation.
• Work within access-control runbooks defined by the IT Manager and raise unusual access requests or exceptions.
• Assist with regular license audits and access reviews.

Phone system support

• Set up and manage extensions, voicemail, and basic call settings in the VoIP phone system under the IT Manager’s direction.
• Troubleshoot common call-quality and device-related problems for employees and brokerage teams.
• Escalate complex routing or integration issues to the IT Manager.

Brokerage operations support

• Act as the first contact for IT and tool-related issues from mortgage and insurance brokerage teams.
• Sort and resolve common CRM and broker-workflow tool issues, escalating vendor or platform-level problems when needed.
• Support operations teams during tool launches and system changes.

IT projects and compliance

• Help with user testing, documentation, and stakeholder communication during IT initiatives.
• Support security awareness training and compliance-related work.
• Assist with ad hoc office IT setup and company events as required.

Required Experience and Attributes

• 1–2 years of experience in IT support, helpdesk, or IT operations.
• Practical knowledge of Google Workspace administration, including users, groups, and basic settings.
• Comfort supporting both Windows 11 and macOS.
• Hands-on familiarity with common SaaS platforms such as Slack and Microsoft 365, either from an admin or advanced user perspective.
• Strong diagnostic and problem-solving ability, with a structured approach to troubleshooting.
• Clear communication skills, including the ability to explain technical issues in simple language.
• Self-driven and well organized, with the ability to manage your own queue and follow tasks through.
• Positive, eager-to-learn attitude suited to a role that can grow over time.

Nice-to-Have Experience

• Any exposure to VoIP or phone system administration, such as 3CX, Zoom Phone, RingCentral, or similar tools.
• Some familiarity with Salesforce, even if only as a user in a previous role.
• Experience working in financial services, brokerage, or another regulated environment.
• Exposure to MDM platforms such as Hexnode, Jamf, or Intune.
• Any IT certification, such as CompTIA A+ or the Google IT Support Certificate.

Work Arrangement

This is a hybrid remote role. Most work is done remotely, with occasional visits to the downtown Toronto office for monthly town halls, company events, and infrequent on-site IT tasks. You will need dependable high-speed internet at home and a space to occasionally store company laptops for new-hire shipments. You will also need to ship laptops to employees through FedEx, UPS, or similar delivery services.

Additional Information

This posting is for an open position.

Artificial intelligence is not used in the screening or assessment stages of the hiring process.

Ratehub welcomes applicants with disabilities and will provide accommodations upon request during any stage of the selection process.