{"id":4206492,"url":"https://alion.io/job/textnow-senior-it-support-specialist-2","title":"Senior IT Support Specialist","company":{"id":686311,"name":"TextNow","domain":"textnow.com","url":"https://alion.io/company/textnow-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":95,"open_postings":25,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":141,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Waterloo, Canada","Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":85000,"max":122000,"currency":"CAD","period":"year","gross":null,"usd_annual":85580},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Confluence","optional":false},{"name":"Crowdstrike","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Jira","optional":false},{"name":"Least Privilege","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Okta","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"SharePoint","optional":false},{"name":"Slack","optional":false},{"name":"TCP/IP","optional":false},{"name":"VMWare","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"AWS","optional":true},{"name":"IAM","optional":true},{"name":"ITIL","optional":true},{"name":"SOC 2","optional":true}],"status":"live","first_seen_at":"2026-11-12T19:31:59Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T23:48:01Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"We believe communication belongs to everyone. We exist to democratize phone service. TextNow is evolving the way the world connects and that's because we're made up of people with curious minds who bring an optimistic, yet critical lens into the work we do. We're the largest provider of free phone service in the nation. And we're just getting started. \nJoin us in our mission to break down barriers to communication and free the flow of conversation for people everywhere. \n*]:pointer-events-auto R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]\" data-turn-id=\"request-WEB:6e47135b-914e-4f92-b5d9-bc7f074e16ee-1\" data-turn-id-container=\"request-WEB:6e47135b-914e-4f92-b5d9-bc7f074e16ee-1\" data-testid=\"conversation-turn-4\" data-scroll-anchor=\"false\" data-turn=\"assistant\">\nWe’re looking for a Senior IT Support Specialist to join our IT team in Waterloo. In this role, you’ll act as a senior technical resource supporting both Windows and macOS environments while helping drive automation, security, and identity-first initiatives across a modern, cloud-forward organization.\nYou’ll collaborate closely with IT, Security, Engineering, and People Operations teams to resolve escalations, lead projects, and continuously improve the employee technology experience.\nThis is a hybrid role based in our Waterloo office. You'll be in the office a minimum of 3 days a week, including Wednesdays.\nWhat You’ll Do\nEnd-User Support & Escalations\nServe as a senior escalation point for complex issues across Windows and macOS endpoints, networking, identity systems, and enterprise SaaS applications\nResolve escalated tickets end-to-end while maintaining clear communication with employees and stakeholders\nParticipate in the IT on-call rotation, including after-hours support for business-critical incidents\nMentor and support other IT team members through coaching, documentation, and knowledge sharing\nIdentity & Access Management\nAdminister identity and access management platforms including Okta and Microsoft Entra ID within a hybrid Active Directory environment\nSupport joiner, mover, and leaver workflows, access reviews, group policies, and conditional access policies\nImprove identity automation and provisioning processes to reduce manual effort and improve operational efficiency\nEndpoint Management\nManage macOS devices through Jamf and Windows devices through Microsoft Intune and Autopilot\nSupport zero-touch provisioning, configuration management, patching, and compliance enforcement\nMaintain secure deployment standards, hardening baselines, and operating system upgrade cycles\nSecurity Operations\nOperate endpoint security tooling, including agent health monitoring, policy tuning, and alert triage in collaboration with the Security team\nEnforce IT security best practices around endpoint compliance, least-privilege access, patch management, data protection, and offboarding\nSupport compliance and audit initiatives through accurate asset tracking, access reviews, and change documentation\nAutomation, Scripting & AI\nBuild and maintain automation workflows using PowerShell, Bash, and Python\nContribute to AI-assisted IT support experiences and internal knowledge systems\nIdentify repetitive operational tasks and improve them through scripting, integrations, and AI-driven solutions\nInfrastructure & Enterprise Systems\nSupport office networking infrastructure including managed switches, VPN, Wi-Fi, and firewalls\nAdminister enterprise platforms including Microsoft 365, SharePoint, Jira, Confluence, and Slack\nProvide support for VMware-based virtualization environments as needed\nProjects & Documentation\nLead IT projects from planning through rollout, including pilots, stakeholder coordination, and execution\nCreate and maintain high-quality technical documentation, runbooks, and troubleshooting guides\nConduct risk assessments and follow established change-management practices\nWho You Are\nBachelor’s degree in Computer Science, Information Technology, or a related field - or equivalent practical experience\n5+ years of IT support experience, including at least 2 years in a senior or L3 support role within a cloud-forward environment\nAdvanced troubleshooting skills across both Windows and macOS environments\nStrong experience with identity and access management platforms including Okta, Microsoft Entra ID, and Active Directory\nHands-on experience managing endpoints with Jamf and Microsoft Intune/Autopilot\nExperience administering enterprise EDR platforms such as CrowdStrike\nPractical scripting experience in PowerShell, Bash, and Python\nFamiliarity with AI-assisted support tools and a strong interest in applying AI to IT operations\nSolid networking fundamentals including TCP/IP, DNS, DHCP, SMTP, VPNs, managed switches, and firewalls\nExcellent written and verbal communication skills\nStrong ownership mindset with a track record of improving IT operations and employee experience\nNice to Have:\nExperience with VMware or other virtualization technologies\nFamiliarity with ITIL service management practices\nExperience supporting SOC 2 or similar compliance initiatives\nExposure to AWS and cloud IAM concepts\nRelevant certifications such as:Okta Certified Professional or Administrator\nJamf 200/300\nMicrosoft MD-102\nCompTIA Security+\nAWS certifications\nCrowdStrike CCFA\n\nThe expected base salary range for this role is: \nCAD $85,000 - $122,000 annually \nOur salary ranges are determined by role, level, and location. Within the range, individual pay is determined by job-related skills, experience, and relevant education or training. \nOur goal is to offer a competitive package that reflects the impact and expertise you bring to the team. \nThis posting is for a current, active vacancy.\nMore about TextNow \nOur culture \nWe’re proud of the culture that we’ve built at TextNow, but one of the most common questions we hear is ‘how do you continue to sustain it as the world and the company continues to change?’ The reality is that we’re only able to keep up because each and every TextNovian contributes to our culture through being involved, by living our values, sharing feedback, embracing change and more! \nOur values \nCustomer Obsessed \nWe strive to have a deep understanding of our customers. \nDo Right By Our People \nWe treat each other with fairness, respect, and integrity. \nAccept the Challenge \nWe adopt a \"Yes, We Can\" mindset to achieve ambitious goals. \nAct Like an Owner \nWe treat this company like it's our own... because it is! \nGive a Damn \nWe are deeply committed and passionate about our work and achieving results. \nOur benefits and more \nThis is a brief overview of the benefits that TextNow offers its employees. More complete details can be found in TextNow’s Benefit Guide and legal plan documents, which are available to employees on or shortly after their start date with TextNow. The benefits listed herein are for illustrative purposes only and may change from time-to-time in TextNow’s sole discretion. \nFree phone service \nStrong work life blend \nFlexible work arrangements (work-from-home, remote, or access to one of our office spaces) \nEmployee stock options \nUnlimited vacation \n12 paid holidays per year \nCompetitive pay \nHealth, dental, and vision benefits \nShort-term & long-term disability \n$750 annual wellness benefit or healthcare spending account \nRRSP matching (Canada)\nParental leave for eligible employees \nLearning & Development opportunities\nWe travel a few times a year for various team events, company-wide off-sites, and more \nMore information about our total rewards package will be available during the hiring process. \nDogfooding & Customer Obsession \nAt TextNow, every employee gets to actively use our app for calling and texting. Dogfooding helps us experience what customers do, to spot issues early, and drive better design, developer, and user experiences. \nDiversity and Inclusion \nOur aim is to make every person who joins TextNow feel like they belong, that they’re valued, and that they’re able to be their authentic selves at work. \nWe’re all accountable for creating an inclusive culture and a sense of belonging for one another. By doing this together, we’ll make TextNow better for everyone. \nEqual opportunity \nWe are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We consider all qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, age, disability, or any other protected characteristic. \nApplicants who require reasonable accommodation during the hiring process may contact our Talent Team. \nAI usage: We use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact our Talent Team.\nTextNow Candidate Policy \nBy submitting an application to TextNow, you agree to the collection, use, and disclosure of your personal information in accordance with the TextNow Candidate Policy","description_format":"text","description_chars":9338,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Parental leave"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Messaging Apps"],"lifecycle":[{"event":"open","at":"2026-11-12T23:48:01Z"}],"visa":[{"country":"CA","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Approved LMIA in the last two years","filings_12m":0,"filings_prev_12m":3,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-11-12T07:36:15+00:00","sources":["ESDC: employers issued a positive LMIA"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":141,"reasons":["conf:3","win:early"],"computed_at":"2026-11-13T03:37:40Z"},"pay":{"stated_usd_annual":85580,"is_top_pay":false},"html_url":"https://alion.io/job/textnow-senior-it-support-specialist-2","json_url":"https://alion.io/job/textnow-senior-it-support-specialist-2.json","meta":{"generated_at":"2026-11-13T03:37:40Z","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":7648,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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":686311},"rest":"https://alion.io/mcp/rest/get_company?id=686311"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftextnow-senior-it-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"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%2Ftextnow-senior-it-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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%2Ftextnow-senior-it-support-specialist-2"},{"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/textnow-senior-it-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftextnow-senior-it-support-specialist-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4206492}},{"tool":"search_jobs","arguments":{"company":"textnow.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4206492},"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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