Join Our Team

Customer & Internal Support Engineer

Type: Full-time

Location: GTA


JMIR Publications is transforming scholarly communications as the fastest-growing open-access publisher of peer-reviewed Science, Technology, and Medicine journals. JMIR creates and leverages the latest technologies to organize conferences, researcher connections, social and online media content platforms, and our award-winning innovative knowledge translation products that connect people to research.

Join one of Canada’s Top Growing Companies that’s rapidly expanding (138% three-year growth) and hiring now with over 20 years of experience in scholarly communication. We are expanding our product range to patients and consumers making health and medical information available to people when they need it.

Openness is at the heart of what we do.

We are looking to hire a talented Customer & Internal Support Engineer to join our team. If you are a highly motivated problem solver who loves to provide support to our customers and our internal members, we would love to connect with you!

To keep our candidates safe, JMIR Publications is hiring and on-boarding 100% remotely with all employees working remotely during the COVID-19 pandemic. 

Your Impact:

  • Serving as the first point of contact for external and internal users, seeking technical assistance to support their use of JMIR's websites, online, over the phone or email

  • Performing troubleshooting through diagnostic techniques and pertinent questions

  • Troubleshooting and resolving customer support incidents within our internal support system, ZenDesk 

  • Creating and maintaining knowledge articles for current and new procedures

  • Responsible for providing technical support in maintaining the company's information technology, software, hardware, business systems and web applications as well as programming and data work where needed

  • With support from our Security specialist, monitoring and maintaining computer systems & web applications

  • Installing & configuring computer hardware, software, systems, networks

  • Setting up new-user accounts internally and providing technical support for internal and third-party applications working with sensitive data

  • Dispatching and tracking hardware and software to our employees.

  • Occasional on call based on business requirement

Job Qualification & Requirements:


  •  A post-secondary education required or equivalent (IT preferred)


  • 1-3 years of related experience in access management, security, MacOS and Windows  desktop operating systems.


  • Excellent documentation abilities for policies and procedures

  • Strong customer service skills exuding professionalism and positivity

  • Detail-oriented, analytical and dependable and excellent written and verbal communication

  • Self-motivated and agile with the ability to effectively prioritize and execute tasks in a high-pressure, fast-paced environment

  • Ability to troubleshoot both hardware and software issues with workstations and all peripherals including printers and copiers and arrive at correct solutions quickly

  • Adapt to new processes and procedures in a fast paced environment


  • Technical background in supporting hardware such as servers, desktops, laptops and AWS cloud environments 

  • Experience supporting Linux and MAC OS required, experience supporting Microsoft Office, GSuite and other desktop applications is nice to have.

  • Experience with website administration and support.

  • Working knowledge of HTML, XML, Javascript, and Adobe products.

  • Experience with patching and OS images a plus.

  • Information security experience and/or a certification a plus.

  • Exposure to AWS and MacBook architecture and deployment technologies a plus.

What We Offer:

  • Opportunity to be part of a dynamic, high-performance team where you can develop and advance your career in a fast-growing organization with no micromanaging

  • A fantastic place to work and grow your career with mentoring, support, and talented people who excel at what they do

  • A focus on meaningful work and cutting-edge technology that drives your professional development

  • A culture of transparency where your team members are part of meaningful conversations

  • Great tools, technology, hardware, and support so you can unleash your best and be proud of your impact

Great Benefits:

  • Extensive 100% employer-paid insurance benefits - Extended Health Care, Dental Care, Vision Care, and Life Insurance for you and your family with nothing taken off your paycheque

  • Beautiful new office space near the Toronto Harbourfront with free snacks and beverages

  • An competitive salary based on experience

  • Great atmosphere with great people to work with

  • Excellent company events

  • Casual dress

  • Flexible working hours around our core hours

  • Work remotely 

JMIR Publications is an equal opportunity employer.

We wish to thank all those who apply. Our team will contact individuals whose skills and experience most closely match our requirements.