IT Support Specialist

About Us

For more than 33 years, Panago Pizza Inc. has built a reputation as one of Canada's premiere delivery and takeout pizza franchises. We are a Canadian-owned franchise business that invests in our relationships - with our customers, franchisees, and team members. We are committed to being market leaders in customer service, franchise engagement, and sustainability.

With over 150 stores across the country serving over 8 million pies per year, we believe in the power of remarkable customer service. We are committed to delivering only the highest quality products to our customers.

Your Mission

We are hiring a full-time IT Support Specialist, reporting to our Senior Director, IT Operations and Support. The position will be a critical key member supporting our corporate and franchisee operations, and all IT support related issues. This role will work out of our Abbotsford Head Office. The ideal candidate will have an entrepreneurial spirit, get it done and get it right attitude, be open-minded, innovative and reliable. If this sounds like you, then we want you on our team.

Day-to-Day Responsibilities

• Monitoring calls, email and ticket queues and ensuring proper resources are available to exceed set SLAs
• Providing training to staff on existing and/or new technologies
• Educating users/team and continually grow the knowledge base
• Working with different service providers and vendors regarding new services, service outages, transfers, escalations and product evaluation
• Providing technical support to Head Office, Call Centres and Store users by phone/e-mail or onsite
• Logging/tracking issues and inventory within our ticketing system to ensure proper documentation
• Completing MAC requests as well as participating in various projects as part of new technology rollout or maintenance
• Visiting sites and installing/configuring computer and network equipment as part of the new store opening, relocations/renovations or technology upgrades
• Performing network and user administration such as updates, monitoring, user account, email account and files/folder administration.
• Completing timely application testing as part of software development and/or enhancements
• Other duties as assigned by manager

Desirable experience and expertise

• Post-Secondary Diploma or Degree in Computer Science or equivalent experience.
• Preferred 1-2 years of experience providing technical support.
• Ability to complete tasks fast and with high quality.
• Excellent customer service, people, interpersonal and communication skills.
• Excellent technical skills.

Join us for a rewarding career

• Competitive salary and vacation benefits
• Comprehensive dental and extended health benefits
• A company that has sustainability as one of its core values
• Corporate support for paid community volunteering
• Learning opportunities, including support for training, self-development, and well-being
• Support for the work-life balance, including a flexible schedule
• A personal pizza allowance to share the pizza love with your friends and family

Additional Details

• This position is on-site in our Abbotsford Head Office with ad hoc travel to stores
• A vehicle and valid license are required
• Panago IT provides support coverage on a 24X7 basis Monday to Sunday
• Shifts start as early as 7 AM
• You will be required to work weekend shift (on rotation)
• You will be required to be on paid-on-call duty between the hours of 7 PM and 7 AM a few times per month

Diversity, Equity, Inclusion & Belonging

At Panago, we passionately embrace diversity, equity, inclusion, and belonging as cornerstones of our culture and business practice. We believe that a variety of backgrounds, perspectives, and talents is not just a strength but a necessity for our growth and innovation. To us, fostering an environment where everyone feels valued and empowered is more than a commitment—it's a reflection of who we are. Joining our team means being part of a community that celebrates differences, champions equity, and thrives on inclusivity. Together, we create a space where everyone belongs and every voice matters.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, employment and educational verification.

We appreciate the interest and efforts of all applicants; however, only those short-listed as candidates will be contacted.