Junior IT Support Analyst

Junior IT Support Analyst

➡️ Passionate about delivering exceptional IT support and creating a seamless employee experience?

➡️ Enjoy working with Microsoft 365, modern workplace technologies, and cloud-based SaaS applications?

➡️ Excited by the opportunity to support the secure adoption of AI tools while contributing to IT security and compliance?

➡️ Looking to build your career in an innovative, AI-first company where your work has a real impact on colleagues around the world?

Patsnap is a global, pre-IPO company that transforms the way organizations harness their Intellectual Property and Research & Development productivity. Our platform revolutionizes how IP and R&D teams collaborate across the entire innovation lifecycle, using domain-specific AI to accelerate the creation of market-ready products. With over 12,000 customers worldwide, including some of the biggest names in innovation, Patsnap is at the forefront of technological advancement. Our $300M Series E funding round brings our valuation to a $1 billion unicorn status, and we still have a remarkable amount of growth ahead.

We have a vibrant and diverse team with offices in Singapore, Toronto, London, and Shanghai. Our hyper-growth trajectory is powered by our people, and we are extremely proud of our company-wide vision, work ethic, and entrepreneurial spirit. We are committed to fostering an inclusive environment where talent thrives and ideas bloom.

Role Summary:

The Junior IT Support Analyst is a hybrid role supporting our downtown Toronto flex office space. Reporting to the IT Manager and collaborating closely with the Senior IT Support Analyst in the UK, the role delivers IT support across the North American region, with a focus on employee onboarding and offboarding, day-to-day end-user support, and supporting compliance activities across the ISO 27001 and SOC 2 frameworks. The role will also assist the Senior IT Support Analyst in the UK in supporting users in the UK office and remote employees across Europe.

As PatSnap transforms into an AI-first organization, the role also supports the administration, IT governance, and adoption of leading-edge AI tools, including Claude Enterprise, ChatGPT Enterprise, and Microsoft Copilot, ensuring these tools are deployed securely, governed appropriately, and adopted effectively across the business.

This is a hybrid position based in our Downtown Toronto office, with an expectation to work from the office approximately two days per week. Additional in-office days may be required from time to time to support onboarding, team collaboration, or business needs.

What You'll Be Doing:

Deliver a seamless onboarding and offboarding experience by setting up user accounts, provisioning devices, managing application access, and ensuring secure deprovisioning

Provide first and second-line IT support for hardware, software, Microsoft 365, and connectivity issues across our Toronto office and remote employees

Configure and maintain Windows and macOS devices, manage IT assets, and support user administration across Microsoft 365 and other SaaS platforms

Support our security and compliance programs by assisting with access reviews, audit evidence, and IT controls for ISO 27001 and SOC 2 using Vanta

Help administer and support enterprise AI tools, including ChatGPT Enterprise, Claude Enterprise, and Microsoft Copilot, while promoting secure adoption and best practices

Collaborate with colleagues across our global IT team on projects, escalations, and continuous improvement initiatives

Tech You'll Work With:

Productivity & Communication: Microsoft 365 (O365) — including Teams, Outlook, SharePoint, OneDrive, and Exchange Online

Enterprise AI Tools: Claude Enterprise, ChatGPT Enterprise, and Microsoft Copilot

Compliance Automation: Vanta (ISO 27001 & SOC 2 controls management)

CRM & Sales Tools: Salesforce, Outreach, HubSpot

Sales Intelligence: ZoomInfo, Lusha

Conversation Intelligence: Gong

Other tools as adopted by the business - we move fast, and you’ll stay current

About You:

Experience in an IT support, service desk, or helpdesk role

Good working knowledge of Microsoft 365 administration, including user management, licensing, and core applications

Strong troubleshooting skills across Windows and/or macOS environments

Excellent communication skills with a customer-focused approach and the ability to explain technical concepts clearly

Highly organized with strong attention to detail, particularly when managing user access and IT processes

Interested in IT security, compliance, and emerging AI technologies, with a willingness to learn and grow

Comfortable working independently while collaborating with a globally distributed team

Nice to Have:

Exposure to Microsoft Intune, Vanta, ISO 27001, SOC 2, or SaaS application administration

Relevant certifications such as CompTIA A+, MS-900, or similar

What You'll Love

5 weeks paid vacation

Comprehensive benefits package for you and your dependents from day one

RRSP Contribution Matching

Access to mental health support

Maternity and paternity leave

2 Company paid volunteering days

Our Values

Integrity: We hold each other accountable for our actions.

Leadership: We lead by example and inspire each other to reach for new heights.

Openness: We are open and honest and share our ideas with care and consideration.

Growth: We are lifelong learners who aspire to improve each day.

Innovation: We seek out new ways to solve problems.

Customer: Our customer is at the center of everything we do. Their success is our success.

Patsnap is proud to be an equal opportunity employer (EOE) that champions diversity. We do not discriminate based on race, religion, national origin, citizenship, sex, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran/military, or disability status, or any other protected status in accordance with federal, provincial/state or local laws.

Even if you don’t meet 100% of the above qualifications, we encourage you to apply and tell us why you’d be a great fit for this role! If you require any accommodations during the interview process, please email us at [email protected] so we can best support you.

The hiring range for this role is between $50,000 - $60,000 CAD with a target bonus of 1 month's salary based on personal and company performance