Information Technology Support Technician

About Us

Bowes IT Solutions has been supporting businesses in the Niagara Region and beyond since 2003. From our base in Welland, we businesses get the most from their technology investments. Our clients include lawyers, accountants, architects, nonprofits, manufacturers, and more. We provide both on-site and remote IT support, ensuring fast, reliable, and professional service. Whether it's Microsoft 365 migrations, network security, troubleshooting, or ongoing managed services, our goal is simple: keep IT simple, effective, and scalable for our clients.

Role Overview

The IT Support Technician plays a critical role in supporting our clients' day-to-day technology needs. This role combines technical troubleshooting, customer service, and project deployment. You'll be the go-to point of contact for resolving technical issues, setting up new systems, and ensuring smooth client onboarding. This position is ideal for someone who enjoys problem-solving, thrives in a client-facing environment, and is comfortable working both independently and as part of a team.

Key Responsibilities

• Respond to and resolve client support tickets through remote or on-site service
• Provide hands-on support for desktops, laptops, servers, printers, and networking devices
• Prepare and deploy workstations, user accounts, and software, ensuring proper configuration and documentation
• Perform Active Directory administration including adds, changes, and removals
• Configure and manage Microsoft 365 services ( Exchange, SharePoint, Teams, and Outlook)
• Troubleshoot Microsoft Outlook and email-related issues across Exchange, IMAP, and POP3
• Troubleshoot and resolve network connectivity, performance, and security issues
• Configure and support network switches, firewalls, and security appliances
• Assist with client onboarding, new deployments, and hardware/software rollouts
• Maintain accurate documentation of client environments, tickets, and completed work
• Prioritize tasks effectively and communicate updates to clients and internal teams
• Collaborate with colleagues on projects and provide mentorship when needed

Expected Results

• Deliver exceptional technical support and customer service to clients
• Resolve issues wholly and efficiently, minimizing repeat visits
• Build strong client relationships through professionalism and clear communication
• Contribute to project deployments and client onboarding with attention to detail
• Support Bowes IT's layered security approach and ensure clients' systems remain protected

Credentials and Experience

• Post-secondary education in IT support or a related field (college diploma or equivalent)
• Minimum 2 years of professional IT support experience (MSP, help desk, or internal IT)
• Valid Ontario G-class driver's license and reliable transportation (required)
• Physically able to deploy and move IT equipment such as workstations, servers, and networking gear

Preferred Skills

• Microsoft 365, Exchange, Teams, and Outlook administration
• Active Directory and Azure administration
• Windows desktop and server support (Windows 10, 11, Server 2016, 2019, 2022)
• Firewall, switching, and VLAN configuration (Sophos experience an asset)
• Remote monitoring and management (RMM) tools and ticketing systems
• Backup, disaster recovery, and endpoint protection platforms
• VoIP and PBX systems
• VPN configuration and troubleshooting
• Computer hardware troubleshooting and repair
• Scripting knowledge (PowerShell preferred)
• Strong communication and interpersonal skills with both technical and non-technical users
• Ability to multitask, adapt quickly, and remain calm under pressure
• Industry certifications (CompTIA, Microsoft, Cisco, etc.) are considered an asset

Compensation and Benefits

• Wages or salary based on experience and skills
• Benefits package available after 3 months of employment