End User Support Specialist

Accountabilities

• • Configure, provision, and prepare Quest VR devices for deployment to end-users, ensuring devices are ready for reliable use.
  • Manage the dispatch and shipment of new and replacement VR devices, including tracking, documentation, and coordination of delivery activities.
  • Provide responsive Tier 1 support through phone, email, and ticketing channels, addressing common technical and operational issues.
  • Troubleshoot basic hardware, software, connectivity, and user-access problems while guiding users toward effective resolutions.
  • Support end-users with device setup, usage instructions, troubleshooting steps, and recommended best practices.
  • Coordinate device returns and replacements while keeping inventory records and asset information accurate and up to date.
  • Escalate more complex technical issues to Tier 2 or engineering teams, providing clear documentation and relevant troubleshooting information.
  • Maintain accurate support tickets, asset logs, shipping records, and other operational documentation.
  • Assist internal teams with VR device logistics, onboarding activities, and end-user deployment requirements.
  • Contribute to user guides, FAQs, standard operating procedures, and other resources that improve support efficiency and consistency.

  Requirements

  • 1–3 years of experience in end-user support, help desk, technical support, or a comparable customer-facing technology role.
  • Experience supporting hardware devices and end-users in a production or operational environment.
  • Strong troubleshooting skills with the ability to diagnose and resolve basic technical issues efficiently.
  • Customer-focused approach with the ability to remain professional, patient, and helpful when assisting users with technical challenges.
  • Comfortable providing technical support by phone, email, and ticket-based systems.
  • Familiarity with ticketing platforms and asset or inventory management tools.
  • Strong organizational and time-management skills, with the ability to manage multiple requests and priorities while maintaining attention to detail.
  • Excellent written and verbal communication skills, including the ability to document technical information clearly.
  • Ability to work independently while collaborating effectively with internal support, engineering, and operational teams.
  • Experience with VR devices, particularly Quest or similar platforms, is an advantage.
  • Knowledge of device provisioning, mobile device management (MDM), or hardware deployment workflows is a plus.
  • Experience with shipping logistics, inventory coordination, SaaS platforms, or user-access management is beneficial.

  Benefits

  • Salary: CAD $40,000–$45,000 annually, with final compensation based on factors such as experience, education, technical skills, market conditions, geography, and internal equity.
  • Health coverage: Comprehensive health and dental insurance.
  • Insurance: Life insurance coverage.
  • Retirement: RRSP benefits.
  • Remote work: Work-from-home opportunities with available remote options.
  • Career development: Opportunities for professional growth and career advancement.
  • Collaborative culture: A supportive, inclusive, and team-oriented working environment.
  • Immersive technology exposure: Opportunity to work directly with VR hardware, device deployment, and emerging immersive technology solutions.