IT Support Specialist L2

Job Summary

We are seeking a dedicated Level 2 IT Support Specialist to provide technical assistance and support to our MSP. The ideal candidate will troubleshoot hardware and software issues, manage network connectivity, verify back up integrity and ensure the smooth operation of IT systems across various platforms including Windows, macOS, and Linux. This role requires excellent communication skills and a customer-focused approach to resolve technical problems efficiently and effectively. The successful candidate will play a vital role in maintaining our IT infrastructure, supporting end-users, and contributing to the overall technology strategy of the organization.

Responsibilities

● Provide Level 1-2 technical support for desktops, laptops, POS systems, mobile devices, printers, and other hardware.

● Provide first-level technical support for desktop and server operating systems along with any software applications required by customers.

● Install, configure, and maintain software across multiple platforms and environments.

● Set up new computers and network systems as directed for clients and internal users.

● Assist with the retirement of obsolete technologies and services when required.

● Monitor the effectiveness of new systems and processes post-implementation and identify areas for improvement.

● Troubleshoot and resolve escalated IT issues to ensure minimal downtime.

● Maintain software and hardware licenses, subscriptions, and renewals, including upgrades and patching.

● Manage and maintain servers, network infrastructure, and cloud-based environments.

● Support and maintain Active Directory, Microsoft 365, Google Workspace, virtualization platforms (VMware, Hyper-V), and other enterprise applications.

● Liaise with third-party vendors and service providers to troubleshoot and resolve client issues.

● Manage user accounts, including onboarding and orientation for new users.

● Maintain accurate inventory records of all customer IT hardware and related equipment.

● Set up and support peripherals such as printers, copiers, IP phones, and related devices.

● Evaluate and test new services with the technical team before rollout to clients.

● Troubleshoot and resolve software and hardware issues for end-users.

● Monitor performance of customer systems and backups, ensuring the security and integrity of all IT environments.

● Review RMM & PSA dashboards and apply remediation actions as indicated by internal processes

● Implement updates and upgrades to RMM to prevent disruption to patching and monitoring jobs

● Ensure compliance with industry standards, company policies, and regulatory requirements.

● Maintain and support local and wide area network environments, including TCP/IP, Wi-Fi, VPN, VoIP, and Video Conferencing technologies.

● Record, track, and escalate support tickets using the company's IT ticketing system.

● Record and maintain accurate time logs for all IT support tickets.

● Ensure that any assigned tickets are closed along with time logs and activity details in a timely manner.

● Create and update technical documentation and procedures for IT systems and services.

● Deliver exceptional professional service and support while meeting defined service level agreements (SLAs).

● Assist with on-site installations and maintenance at client locations, including hardware, cabling, and mounted devices.

● Participate in after-hours and weekend on-call support rotation.

● Support the IT team in delivering special projects and technology rollouts.

● Assist with client virtual meetings.

● Attend client sites across Ontario as required.

● Foster and maintain culture of professionalism, transparency, collaboration, and service excellence.

● Attend regularly scheduled on-site meetings with management for the purpose of reviewing projects, tasks and performance.

● Attend and complete any necessary industry training seminars and certifications for supporting customer and corporate systems.

● Bachelor of Engineering, Computer Science or equivalent University or College degree.

● Minimum 5 years of experience in a related role.

● Knowledge of Autotask, IT Glue, SentinelOne, Kaseya 365 Ops & User, NinjaOne RMM, Datto BCDR, and Watchguard Firewalls are considered a strong asset.

● Experience with computer networking concepts such as LAN/WAN setup, firewalls, and VPN configuration.

● Knowledge of firewall management and network security best practices.

● Ability to provide help desk support with excellent communication skills tailored for end-user assistance.

● Experience supporting remote access solutions

● Strong problem-solving skills combined with a customer service-oriented mindset to deliver effective IT support solutions. This position offers an engaging environment where your technical expertise will directly impact organizational efficiency while providing opportunities for professional growth in a dynamic IT setting.

● Assist the owner and service manager with other tasks as assigned.

Job Type: Full-time

Pay: $65,000.00-$72,000.00 per year

Benefits:

• Dental care
• Extended health care
• Mileage reimbursement
• Store discount
• Vision care

Work Location: Hybrid remote in Toronto, ON