IT Support Technician (Tier 1) - Remote / Hybrid

Description

This role is being recruited for Madison Group , the central IT department that supports a variety of unique businesses across Canada and the US, including ERIS . Madison Group is a diversified holding company with operations in industries such as real estate, industrial automation, data, and media. Headquartered in Vancouver, BC, Madison Group has a 45-year history of building successful businesses, empowering over 1,500 employees, and giving back to the communities in which we work.

About the Role

As part of Madison Group’s IT team, you will play a critical role in supporting multiple businesses under our umbrella, including ERIS , a leading environmental risk information company. While this role focuses on supporting ERIS and other local companies in the Greater Toronto Area, you will be exposed to a diverse range of technical challenges, software, and stakeholders across all Madison Group companies.

This is a fantastic opportunity for someone who thrives on helping others, troubleshooting, and solving technical problems. You’ll balance remote and onsite work, traveling to the following locations as needed :

Toronto : Once per week (ERIS)

Mississauga : Twice per month

If you’re outgoing, proactive, and ready to grow in a dynamic IT environment, we’d love to hear from you.

Key Responsibilities Customer Service & Communication :

Act as the first point of contact for end-users, delivering empathetic and effective support.

Build rapport with users, fostering trust and confidence in IT support services.

Troubleshoot and resolve issues while communicating clearly and professionally with users.

Ticket Management :

Efficiently enter, track, and maintain work orders in an ITSM ticketing system.

Follow established procedures and contribute to process improvements.

Troubleshooting & Support :

Resolve technical issues related to networks, hardware, software, and peripherals.

Provide training and support to end-users to enhance their productivity.

Research and implement solutions to unfamiliar issues using internal and external resources.

Escalate tickets to senior colleagues, MSPs, or third-party vendors when necessary.

System Monitoring & Maintenance :

Manage file systems, user permissions, and security configurations in Windows Server environments.

Monitor and manage network devices, print servers, and other business-critical systems.

Documentation & Process Improvement :

Document problem resolutions in a knowledge base for future reference.

Create and maintain procedures, processes, and policies for operational efficiency.

Requirements Technical Skills :

Strong understanding of :

Operating Systems : Windows 10 / 11 and macOS.

Windows Server Environments : File systems, security management, user permissions, file servers, and print servers.

Office Productivity Tools : Microsoft 365 (Outlook, Teams, Word, Excel, OneDrive, SharePoint), Adobe Creative Cloud, and Google Workspace.

Networking Basics : TCP / IP, Wi-Fi, VPN troubleshooting, and printer setup.

ITSM Ticketing Systems : Familiarity with tools like Track-It!, ServiceNow, or Jira.

Remote Support Tools : Proficiency with TeamViewer, AnyDesk, or similar platforms.

Experience with :

Office 365 Administration : Managing users, licenses, groups, and permissions.

Active Directory / Entra ID : User management, group policies, and hybrid identity troubleshooting.

Supporting a wide range of hardware and software applications.

Troubleshooting mobile devices (iPhones, iPads).

Preferred Experience :

Familiarity with Microsoft InTune and / or JAMF for device and application management.

Knowledge of endpoint protection tools and cybersecurity concepts (e.g., MFA, antivirus solutions).

Familiarity with Terminal Services and application delivery systems.

Interpersonal Skills :

Exceptional oral and written communication skills.

Outgoing, empathetic, and focused on user satisfaction.

A collaborative mindset and ability to work effectively within a team.

Initiative and resourcefulness in solving problems and closing tickets.

What We Offer

Competitive Salary : Reflecting our commitment to investing in the right candidate.

Growth Opportunities : A clear path for career advancement within Madison Group and its subsidiaries.

Unique Learning Environment : Gain exposure to a variety of businesses, software, and systems.

Hybrid Flexibility : Balance working from home with regular onsite engagements.

Supportive Team : Work alongside skilled colleagues dedicated to your success.

Dynamic Work Environment : No two days are the same, offering a mix of challenges and growth opportunities.

How to Apply

Applicants must apply directly through this posting; but please note that this role is for Madison IT , the IT department that supports ERIS and other Madison companies.

To apply, submit :

Resume : Highlighting your technical skills, relevant experience, and achievements.

Cover Letter : Addressing :

Examples of how you’ve provided exceptional customer service and solved technical problems.

How you’ve taken initiative to research and resolve unfamiliar issues.

How your skills and experience align with the responsibilities listed in this role.

Your professional growth goals and how this role fits into them.

We thank all applicants for their interest, but only those selected for an interview will be contacted.