MSP Level 1 → Level 2 Help Desk

MSP Level 1→2 Help Desk & Network TechnicianIBC Computers Brantford Inc. Managed IT Services Provider – 28 Years in BusinessLocation: Brantford, Ontario. (Local candidates only – must live in or around Brantford.)Employment Type: Full-time. Help Desk, Remote Support, and On-Site Client Work (company vehicle provided for on-site work).Company Overview: IBC Computers Brantford Inc. has been providing Managed IT Services, security, backup, and network solutions for 28 years to businesses throughout Brantford and surrounding areas. We support a wide range of environments and technologies and are seeking a technician who wants to grow from Level 1 to Level 2 within an MSP environment.This role is designed as a career progression position, with clearly defined technical milestones and responsibilities.Role Overview: The successful candidate will begin as a Level 1 MSP Technician, focusing on help desk support and foundational network tasks. With experience, demonstrated competency, and internal assessment, the role will progress to Level 2, expanding into advanced troubleshooting, network management, and backup responsibilities.Level 1 Responsibilities (Entry MSP Technician):Help Desk & End-User Support:Provide Level 1 technical support in an MSP environment.Troubleshoot Windows 10/11 workstations and common application issues.User account management within Microsoft 365 / Entra ID.Email and Outlook troubleshooting (Exchange Online basics).Work with MSP ticketing, RMM, and documentation platforms.Follow escalation procedures and document all work performed.Networking & On-Site Support:On-site installation and replacement of network equipment.Support Cisco, HP, and Ubiquiti (UniFi) switches, firewalls, and APs.Perform basic network diagnostics (connectivity, cabling, PoE issues).Rack mounting, hardware installs, and structured cabling.Backup & Monitoring:Monitor Veeam Backup & Replication jobs.Perform backup health checks and report failures.Assist with basic restore tasks under supervision.Level 2 Responsibilities (Advanced MSP Technician): Upon progression to Level 2, responsibilities expand to include:Advanced troubleshooting of Windows workstation and server issues.Independent administration of Microsoft 365 (mail flow, licensing, security baselines).Configure and troubleshoot VLANs, firewall rules, and UniFi controller environments.Perform independent Veeam restores, verification, and troubleshooting.Participate in network design, upgrades, and client environment standardization.Mentor Level 1 technicians and assist with escalation handling.Improve documentation and MSP standards.Mandatory Requirements:Must live in Brantford or surrounding area.Full, Clean valid Canadian driver’s license (company vehicle provided for on-site visits).Over 25 years of age.Must be bondable.Clear communication skills and patience are essential.Comfortable working on-site at client locations and in network/server rooms.Willingness to participate in occasional after-hours/on-call support.Technical Skills Matrix:Windows 10/11:Level 1 (Required at Hire): User support, troubleshooting, imaging.Level 2 (Expected Progression): Advanced OS troubleshooting, performance tuning.Microsoft 365:Level 1 (Required at Hire): User creation, password resets, Licensing basic email issues.Level 2 (Expected Progression): Mail flow, security settings, conditional access basics.Entra ID (Azure AD):Level 1 (Required at Hire): User/group management.Level 2 (Expected Progression): Policies, device joins, security reviews.Tools (RMM / PSA):Level 1 (Required at Hire): Ticket handling, alerts, documentation.Level 2 (Expected Progression): Automation, alert tuning, reporting.Cisco Networking:Level 1 (Required at Hire): Basic switch/AP support.Level 2 (Expected Progression): VLANs, port configs, troubleshooting.HP Networking:Level 1 (Required at Hire): Hardware installs, basic configs.Level 2 (Expected Progression): Advanced switch configuration.Ubiquiti / UniFi:Level 1 (Required at Hire): Device adoption, basic configs.Level 2 (Expected Progression): Controller management, VLANs, wireless optimization.Networking Fundamentals:Level 1 (Required at Hire): IP addressing, cabling, connectivity.Level 2 (Expected Progression): Subnetting, VLANs, traffic flow analysis.Firewalls:Level 1 (Required at Hire): Basic rule awareness.Level 2 (Expected Progression): Rule creation, troubleshooting, NAT basics.Veeam Backup:Level 1 (Required at Hire): Job monitoring, basic restores.Level 2 (Expected Progression): Full restore operations, failure remediation.Documentation:Level 1 (Required at Hire): Follow existing SOPs.Level 2 (Expected Progression): Create and improve SOPs.Security Awareness:Level 1 (Required at Hire): Follow policies.Level 2 (Expected Progression): Identify risks, assist with security improvements.What We Offer:Clearly defined Level 1 → Level 2 career progression.Stable employment with a company operating for 28 years.Competitive compensation with growth based on skill progression.Company-provided vehicle for on-site work.Exposure to diverse MSP environments and technologies.Supportive technical team and long-term career development.Comprehensive Benefits package.How To Apply: Please send your resume and a brief cover letter to:paulhill@ibcbrantford.com About IBC Computers Brantford: IBC Computers has been serving the Brantford, Brant County and surrounding area since 1994. We supply and service a variety of computers and equipment related to them. We offer services to business and consumers. Our products include new and off-lease enterprise-class products. Many of these products are in-stock. If not, we can get in touch with our connections throughout the industry to get you what you need. IBC Computers has strategic partnerships with Dell, IBM, Cisco, HP and many more companies. These connections allow us to provide a comprehensive collection of server, workstation, and networking products. Our connections also include hand-picked Microsoft Authorized Refurbishers. These relations ensure we can provide our customers with certified and warrantied quality off-lease equipment at a fraction of the cost of a new machine. The industry is constantly changing, and so are we at IBC.