Technical Support Analyst

About Messagepoint:

Messagepoint is a privately-owned software company providing an AI-powered SaaS solution that enables enterprises to manage and personalize customer communications with greater speed, accuracy, and control. Our award-winning platform empowers business users to create and optimize compliant, personalized communications across digital and print channels using advanced content intelligence and large language models.

Messagepoint is headquartered in Toronto with employees located throughout Canada, the United States and the UK.

Summary

We are seeking a motivated Technical Support Analyst to join our IT team. This role provides remote and in-person support to Messagepoint employees, acting as the first point of contact for a variety of desktop, application, and system-related issues. The successful candidate will handle Level 1 and Level 2 support, with opportunities to develop into Level 3 troubleshooting and security responsibilities under the guidance of the Manager, IT & Security Analyst.

This is an excellent growth role for someone who is strong in technical support today and wants to build a career path into systems and security.

Responsibilities:

• Provide front-line support to users, identifying and resolving hardware, operating system, application, and network issues.
• Deliver in-person and remote support for end-user devices and applications.
• Document incidents and requests in the ticketing system with detailed status updates.
• Complete assigned tickets and escalate when appropriate.
• Maintain IT documentation, ensuring knowledge base accuracy.
• Assist with system performance improvements, equipment maintenance, and upgrades.
• Support setup and troubleshooting of peripherals including printers and scanners.
• Manage file and folder permissions and assist with data migrations and device decommissioning.
• Participate in business continuity and disaster recovery planning and testing.
• Maintain an accurate inventory of hardware, software, and licenses.
• Provide regular status updates to the Director, IT & Security Officer.

Security & Growth Responsibilities:

• Support endpoint security tools (e.g., anti-virus/XDR, MFA, mobile device security).
• Assist in patch management, vulnerability remediation, and security incident response.
• Help monitor and respond to IT security alerts under the guidance of the Manager, IT & Security Analyst.
• Participate in security awareness and compliance initiatives.
• Grow into advanced Level 3 troubleshooting (e.g., servers, networking, cloud services) and security operations.

Qualifications:

• Minimum 3 years of experience providing technical support in a multi-technology environment.
• Strong background in desktop support (Windows 10/11, Mac OS X), mobile devices, and hardware troubleshooting.
• Experience with Active Directory, Office 365, and SaaS/cloud applications.
• Knowledge of Windows Server 2012R2/2016/2019 and Exchange is an asset.
• Familiarity with networking, VoIP, and Linux environments is an advantage.
• Previous customer-facing IT support experience with strong service orientation.
• Exposure to PowerShell, SharePoint, G Suite, or endpoint protection tools is a plus.
• Interest in information security and related certifications (CompTIA Security+, Microsoft Security, etc.) would be an asset.
• Strong organizational and multitasking skills with the ability to own tasks with minimal supervision.
• Technical degree or equivalent combination of certifications and experience.

Reporting Structure:

• Reports directly to the Director, IT & Security Officer.
• Works under the mentorship of the Manager, IT & Security Analyst, who serves as senior and escalation point for day-to-day operations.

Why Join Us?

• Opportunity to grow from support into systems and security.
• Hybrid work model — 1 day per week in the office, 4 days remote.
• Collaborative, small-team environment where your work has a real impact.
• Equity participation through stock options, allowing you to share in our growth and success.

Messagepoint is an Equal Opportunity Employer and encourages diversity and inclusion in the workplace.

We thank you for your interest, however, only those who qualify for an interview will be contacted.