IT Support Analyst II

About this role

Artificial Intelligence. Actual Impact.

At Docebo, we’re using AI to change how people learn at work—and we mean actually change it. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. But our real mission goes deeper: we help teams move faster, work smarter, and focus on the work that truly matters. Our platform is built with intelligent, time-saving tools that personalize learning, eliminate busywork, and turn training from a checkbox into a superpower. The result? Better experiences for learners and real results for businesses.

We’re shaping the future of learning with a team that isn’t afraid to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people–you’ll feel right at home here. And it’s not just what we build, it’s how we show up. At Docebo, our values aren’t just posters on the wall—they guide how we work every day. We call it the Docebo Heart: trust by default, assume positive intent, and create space for different perspectives to thrive.

So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn, because learning never stops.

As an IT Support Analyst II at Docebo, you will be the backbone of our everyday technology operations, ensuring our global team of Docebians stays connected, secure, and empowered. You’ll elevate end-user support by combining hands-on technical problem-solving with cutting-edge AI workflows and infrastructure management. In this role, you won't just resolve tickets—you’ll drive continuous innovation, streamline processes, and help shape a seamless digital workplace. If you’re ready to take ownership, level up your technical impact, and transform IT service delivery, your next adventure starts here!

THE DAY-TO-DAY 🛠️

- Champion Service Excellence: Respond promptly to incoming service desk requests via the Atlassian suite (Jira)—handling onboarding, access requests, hardware/software procurement, and network troubleshooting with high transparency and user empathy.

- Architect Seamless Infrastructure: Configure, maintain, and troubleshoot local office networking devices (wireless access points, switches, routers, and firewalls) powered by CISCO Meraki, alongside Zoom and AV room solutions.

- Supercharge Access & Identity: Administer IAM solutions (OKTA) and core SaaS collaboration tools including Google Workspace and Slack, while managing the full lifecycle and hardware inventory of our global device fleet.

- Fortify Security & Compliance: Manage endpoint protection across all company devices leveraging MDM/UEM and SASE systems, upholding strict data confidentiality and enforcing Docebo’s security policies.

- Pioneer AI-Enabled Workflows: Harness AI tools and agents to automate repetitive IT tasks, accelerate ticket triage, and continuously optimize internal support workflows for faster resolutions.

- Collaborate Across Boundaries: Partner closely with HR, Operations, Security, and IT Systems Architects to align technology initiatives, address complex system issues, and safeguard company assets.

- Keep the Engine Running: Proactively engage with both in-office and remote team members to resolve technical roadblocks and participate in our on-call rotation to deliver dependable IT support.

YOUR SUPERPOWERS ⚡

- Proven Track Record: Bring 2+ years of relevant IT support experience operating within distributed, global teams.

- Multi-OS Mastery: Deep hands-on experience supporting business users across multiple operating systems, including macOS, Windows, and mobile platforms.

- Identity & Endpoint Expertise: Demonstrated experience managing IAM solutions (e.g., OKTA, OneLogin) and MDM/UEM ecosystems (e.g., Jamf, Intune, Mosyle, or VMware Workspace ONE).

- Network & SaaS Fluency: Strong understanding of wired/wireless network infrastructures (specifically CISCO Meraki) and hands-on administration of Google Workspace.

- Automation & Scripting Mindset: Working knowledge of scripting languages (e.g., Bash, PowerShell) paired with an eagerness to automate manual tasks and streamline operations.

- Communication & Problem-Solving: Outstanding troubleshooting skills, high attention to detail, and clear communication habits across cross-functional and remote environments.

BONUS POINTS 🎯

- AI Workflows Early Adopter: Direct experience integrating AI tools or agents (e.g., ChatGPT, Claude, Copilot) into IT ticketing, triage, or support workflows.

- Security & Policy Developer: Prior experience collaborating with Security teams to build out IT standards, guidelines, or compliance protocols.

OUR HYBRID WORK PHILOSOPHY 🤝

Great work can happen anywhere but coming together helps us go further. Our team spends three days a week in the office (Tuesday-Thursday) to collaborate, solve problems, and learn from each other. With flexibility the rest of the week, it’s a balance designed to help everyone do their best work and keep growing.

OUR TOTAL REWARDS PHILOSOPHY 🎉

Our Total Rewards Philosophy centers around three core areas to reward and care for our People:

- Rewarding Impact: We lead with competitive pay to reward the impact, skills and traits that fuel our success.

- Fostering Holistic Wellbeing: We care deeply about and invest in the whole person with programs that support our people’s physical, mental, and financial well-being.

- Empowering Our Talent Culture: We build a culture of trust and empowerment by designing our rewards and benefits with transparency, equity, and flexibility, enabling our people to do their best work and stay for the long haul.

OUR PROMISE TO YOU 😍

- Financial Wellness: Own a piece of Docebo through our Employee Share Purchase Plan (ESPP) at a 15% discount, plus a competitive compensation package.

- Your Well-Being, Covered: You’ll get access to health benefits, so you can get the care you need when…