{"id":3042725,"url":"https://alion.io/job/indigo-it-service-support-specialist","title":"IT Service Support Specialist","company":{"id":5826,"name":"Indigo","domain":"indigo.ca","url":"https://alion.io/company/indigo","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brampton, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":65000,"currency":"CAD","period":"year","gross":null,"usd_annual":46303},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-21T19:41:53Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-28T21:18:15Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"WHO WE ARE\nIndigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories - big and little - connect us. Indigo is our customer's happy place - for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.\nOUR GUIDING PRINCIPLES\nOur Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.\nWe Will Hire, Inspire, Promote and Retain the Best\nWe Will Be Customer Centric\nWe Will Be Entrepreneurial\nWe Will Be Committed to Caring About Each Other, Our Communities, and Our Environment\nWe Will Be Committed to True and Shared Value Creation\nWe Will Be Systems Thinking, Data Driven and AI enabled\n The Specialist, IT Service Support is responsible for logging, categorizing, and assigning incoming incident tickets. The Specialist will provide data centre monitoring of production systems, Including the creation, set-up, analysis, and performance of the operational infrastructure along with the production of job schedules, enterprise system management, event management configurations. This role participates in the incident management process and supports the organization’s Major Incident Management (MIM) support practices. The individual works closely with the various groups within the organization to provide first and second level technology support ensuring that any interruption is minimized.\nKEY PERFORMANCE METRICS\nTicket OLA/SLA Response and Resolution > 90% company wideTo be reported to Senior Leaders and Business teams weekly\n\nHold all departments & vendors accountable to OLA/SLA targets\nTicket Reductions > 10% per yearTo be measured and reported weekly\n\nTarget of 0 failures as a result of changes\nSystem Availability target > 99.9%\nMIM, > 95% individual and dept success rate in handling major incidents\nKEY ACCOUNTABILITIES\nFunctional\nProvide first and second level operational, application and technical support via email and phone for all internal customers\nProvide phone and dial-in operations user support, via ITSSC call centre software and its inherent knowledge tree\nEscalate issues as necessary within IT, Retail Store Operations, external vendors or various business units\nMake recommendations to address problems, improve service, and provide improved support with a customer centric focus.\nUse diagnostic tools and methods to analyze network, desktop, and infrastructure business logistics problems.\nMaintain and expand the body of knowledge in the knowledge base.\nProduce reports according to established guidelines.\nQuickly react and escalate as necessary within IT, external vendors or various business units on critical issues through to resolution, following -up with the customer to ensure satisfaction.\nLog, document, and update all alerts/incidents in the incident management tool(creation of incident/problem ticket) and detail all actions taken.\nProactively identify and anticipate customer expectations and needs\nWork with Managed Services Vendor to ensure effective support and proper knowledge transfer\nAct as an advocate for the customer by placing them at the forefront of all decision-making and design processes\nProactively identify and anticipate customer expectations and needs\nEmbrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers\nChallenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them\nPeople\nCollaborate with others to drive flexible and iterative solutions, quickly and easily\nShare technical knowledge with others and actively seek to learn from those more knowledgeable than yourself\nHelp others see the impacts of their efforts and proactively engage other functions to get input\nEncourage others to freely share their point of view and be open to feedback\nCultural\nModel Indigo’s beliefs and convey a positive image in everything you do\nCelebrate diversity of thought and have an open mindset\nTake an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes\nEmbrace, champion and influence change through your team and/or the organization\nSCOPE\nReports to: Director, Store and Home Office IT Support\nManager once Removed (MOR): VP, IT Operations, Corporate Systems & CISO\nKEY RELATIONSHIPS\nInternal:\nService Desk/OCC\nIT Support Groups\nStores, Home Office and IDSC staff & management\nExternal:\nKey vendors\n Work Experience / Education / Certifications\nCollege diploma or Bachelor’s degree in information technology or a related field is an asset\n1-3 years of experience in being able to troubleshoot and search for solutions with the available tools, i.e. Internet, web forums, books, etc\nCompetencies / Skills / Attributes\nExperience with MS Office applications including Word, Excel, Outlook and PowerPoint\nOutstanding multitasker who is able to work well with in a team environment as well as independently.\nExcellent communication skills, both written and verbal\nStrong computer background with the ability to learn and master new software and to pass along this knowledge to others\nTicket monitoring software experience, with proven record of providing exceptional customer service\nOperation Control Centre experience is an asset\nOther (travel, Bilingual, etc.)\nAll specialists must work various shifts in rotation including days, afternoons, and evenings.\n Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.\nAt Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at .\nWe respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.\nThis posting is for a current opportunity within Indigo.","description_format":"text","description_chars":7216,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity","Home office"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Books"],"lifecycle":[{"event":"open","at":"2026-10-21T23:18:53Z"}],"visa":[],"liveness":{"score":79,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.873,"p_room":0.9,"age_days":6,"expected_fill_days":18,"reasons":["conf:2","velocity","win:mid","comp:junior,brand,attention"],"computed_at":"2026-10-28T05:59:10Z"},"pay":{"stated_usd_annual":46303,"is_top_pay":false},"html_url":"https://alion.io/job/indigo-it-service-support-specialist","json_url":"https://alion.io/job/indigo-it-service-support-specialist.json","meta":{"generated_at":"2026-10-29T01:21:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1956,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5826},"rest":"https://alion.io/mcp/rest/get_company?id=5826"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Findigo-it-service-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Findigo-it-service-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Findigo-it-service-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/indigo-it-service-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Findigo-it-service-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3042725}},{"tool":"search_jobs","arguments":{"company":"indigo.ca","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3042725},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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