Lead, Tech Support

Overview:
We are currently looking for a lead tech support colleague to join the team in Toronto as part of our Global IT Service Desk. The Lead, Tech Support will be responsible for providing top-tier technical support to our engineering team, C-suite, and in-office and remote employees. Responsibilities will include troubleshooting and resolving complex issues, as well as providing outstanding customer service and training. Additionally, the Lead, Tech Support will be responsible for maintaining our IT infrastructure, handling basic networking issues, and working closely with remote teams and global counterparts to develop solutions that will improve system performance.

This position will be hybrid out of our Toronto office.
What You'll Do:

• Provide comprehensive, top-tier support to both remote and onsite employees with an emphasis on customer service, including troubleshooting software, hardware, mobile devices, and network related issues
• Launch and maintain the new Toronto office's infrastructure, support engineering, and assist local employees with their various needs
• Maintain support duties through an online ticket management system
• Employ Microsoft admin portals like Azure AD / Entra and Endpoint Configuration Manager / Intune for managing security groups related to access, SSO, and application deployment
• Maintain a knowledge base consisting of documentation and administration procedures
• Participate in mitigation of email-based threats through use of industry-adopted security tools like Microsoft Defender; responsibilities include releasing or recategorizing emails and submitting them for review and reclassification by Microsoft when incorrectly flagged as a threat
• Troubleshoot issues with video conferencing rooms and equipment, ensuring all systems function optimally for seamless virtual meetings and presentations
• Coordinate with Human Resources, Endpoint, and M365 Service teams for the onboarding and offboarding of employees
• Engage in the management of the asset lifecycle, encompassing the shipping and receiving, which may require occasional visits to FedEx for the expedited transport of laptops to meet tight deadlines

What You Have:

• 10+ years of experience providing IT support in a corporate office environment
• Significant experience and proficiency using and administering the Microsoft 365 suite of applications, plus Windows 10 / 11
• Familiarity with Microsoft admin centers such as Azure AD / Entra, Endpoint Manager / Intune, and Security
• Confident troubleshooting common to complex networking issues
• Excellent customer service orientation, communication skills, and the ability to work effectively in a small team environment
• Capable of managing multiple tasks simultaneously in a fast-paced atmosphere, with a positive and proactive attitude

Nice to Have:

• Experience troubleshooting Mac OS / JAMF
• Experience Windows Autopilot
• Experience with Microsoft Teams Rooms setup and troubleshooting
• Experience with Intune for mobile device and application management

You will also be eligible for the following benefits:

• Paid time off
• Comprehensive benefits plan
• Company RRSP match
• Development opportunities through the LinkedIn Learning platform

About Guidepoint:
Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients' decision-making process. Powered by innovative technology, real-time data, and hard-to-source expertise, we help our clients to turn answers into action.

Backed by a network of nearly 1.75 million experts and Guidepoint's 1,600 employees worldwide, we inform leading organizations' research by delivering on-demand intelligence and research on request. With Guidepoint, companies and investors can better navigate the abundance of information available today, making it both more useful and more powerful.

At Guidepoint, our success relies on the diversity of our employees, advisors, and client base, which allows us to create connections that offer a wealth of perspectives. We are committed to upholding policies that contribute to an equitable and welcoming environment for our community, regardless of background, identity, or experience.