IT Support Specialist

Who are we? Cohere is the leading security-first enterprise AI company. We build cutting-edge foundation AI models and end-to-end products that are designed to solve real-world business problems. We’re training and deploying frontier models for enterprises who are building AI systems. We believe that our work is instrumental to the widespread adoption of AI and we are looking for folks that want to be part of that. We obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. Cohere is a team of researchers, engineers, designers, and more, who are all passionate about their craft. We are a global technology company headquartered in Toronto with key offices in London, New York City, San Francisco, Montreal, Paris, Berlin and Seoul. Join us! About the Role We are seeking a proactive, customer-focused IT Support Specialist based in Toronto to anchor our regional IT operations. In this role, you will be the primary point of contact for internal employees, delivering white-glove technical support while managing core identity, collaboration platforms, and SaaS systems. Beyond day-to-day helpdesk operations, this position bridges traditional IT support and modern systems engineering. You will leverage automation, scripting, and modern DevOps practices to streamline user lifecycles, eliminate manual toil, and ensure our workforce operates securely and efficiently. Key Responsibilities Serve as the first point of contact for internal employees, triaging incoming requests through the ticketing system and established support processes. Troubleshoot and resolve workstation, laptop, mobile, and basic network issues for on-site staff and remote employees, escalating more complex support cases to senior staff or the appropriate team. Deliver calm, clear support during high-priority incidents, keep users informed, and document work thoroughly through to resolution. Manage end-to-end employee onboarding and offboarding workflows, ensuring zero-day access provisioning, hardware readiness, and secure offboarding compliance. Build and maintain support procedures and employee-facing knowledge base articles so common issues are handled consistently. Partner with business units as a go-to support contact and communicate clearly, in writing and in person, across the organization. Support new-hire onboarding and offboarding, including device setup, access requests, and day-one readiness. Track hardware inventory and coordinate on device replacements and repairs. Assist with password resets, MFA, email, and common productivity-tool issues so employees can get back to work quickly. Provide hands-on support for printers, peripherals, and meeting-room technology when on-site help is needed Stay eager to learn, take on special projects, and grow into broader IT support responsibilities. Qualifications 3 to 7 years of experience in help desk, internal IT support, or a simila