Cohere

Overview

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.

About Cohere

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 are a global technology company headquartered in Toronto with key offices in London, New York City, San Francisco, Montreal, Paris, Berlin and Seoul.

Requirements & Eligibility

• 3 to 7 years of experience in help desk, internal IT support, or a similar technical support role.
• Strong experience with supporting user accounts, password resets, MFA, and SSO, specifically with Okta and Google Workspace.
• Experience with Mobile Device Management (MDM) platforms such as Iru (macOS) and Microsoft Intune (Windows).
• Basic understanding of networking fundamentals (TCP/IP, DNS, Wi-Fi, and VPN), with familiarity supporting UniFi/Ubiquiti equipment a plus.
• Comfort supporting employees in Slack and other everyday collaboration tools such as Microsoft Office 365.
• A patient, helpful, solutions-oriented approach to supporting internal staff.

Key Responsibilities

• Serve as the first point of contact for internal employees, triaging incoming requests through the ticketing system.
• Troubleshoot and resolve workstation, laptop, mobile, and basic network issues for on-site staff and remote employees.
• Deliver calm, clear support during high-priority incidents and document work thoroughly.
• Manage end-to-end employee onboarding and offboarding workflows, ensuring zero-day access provisioning and hardware readiness.
• Build and maintain support procedures and employee-facing knowledge base articles.
• Partner with business units as a go-to support contact.
• Track hardware inventory and coordinate on device replacements and repairs.
• Assist with password resets, MFA, email, and common productivity-tool issues.