Senior Enterprise End User Support Technician

3 weeks ago

Ontario ON, Canada TEEMA Full time

Senior Enterprise End User Support TechnicianLocation: Toronto, ONTAbout the RoleWe are seeking a senior-level, enterprise-experienced End User Support Technician to serve as the sole onsite IT support resource in a fast-paced, high-volume Toronto office. This role requires a confident, communicative professional who provides white glove, relationship-focused support and thrives under pressure with minimal supervision.The ideal candidate brings enterprise-level experience, strong technical depth, exceptional professionalism, and the ability to manage expectations using ITIL-driven processes.Key ResponsibilitiesDeliver onsite Tier 1 & Tier 2 desktop support with a white glove, customer-focused approachSupport and troubleshoot Windows 10/11, Office 365, Teams, SharePoint, Exchange, hardware, peripherals, and network printersProvide meeting room and AV support, including Crestron systems (experience preferred; training available)Perform break/fix troubleshooting for laptops, desktops, monitors, docking stations, and peripheralsLog, manage, and resolve incidents and requests in ServiceNow, following ITIL-aligned workflowsServe as the primary IT presence in the Toronto office-managing expectations, enforcing process, and delivering exceptional customer serviceWork closely with remote IT teams across multiple regions to ensure consistency in support and alignment with enterprise standardsHandle a high volume of requests, balancing shifting priorities while remaining calm and professionalOperate independently, making sound decisions and escalating when appropriateMaintain clear, courteous communication with users at all levels-executives, managers, and staffRequirementsMust HaveSenior-level desktop or service desk experience supporting enterprise environmentsBackground in corporate, structured IT environments (not suitable for small-shop or unstructured experience)Strong knowledge of ITIL processes; ITIL certification preferredHands-on experience with:ServiceNowActive Directory (password resets, group management, account administration)Exchange / O365 administrationSharePoint supportWindows 10/11 troubleshootingNetwork printers & printing workflowsConfidence to set boundaries, enforce processes, and communicate effectivelyAbility to work onsite daily as the sole onsite IT resourceExperience supporting high-pressure, fast-paced office environmentsAV and meeting room support experience; Crestron strongly preferredExcellent communication skills and a customer-first mindsetAbility to juggle multiple priorities with calm and composureNice to HaveCompTIA A+, ITIL, or other relevant certificationsExperience in large enterprise or high-volume support settings

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