Lead, Tech Support

Overview

We are 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 provide top-tier technical support to our engineering team, C-suite, and in-office and remote employees. Responsibilities include troubleshooting and resolving complex issues, delivering outstanding customer service, and training. The role also involves maintaining IT infrastructure, handling basic networking issues, and collaborating with remote teams and global counterparts to improve system performance. This position will be hybrid out of our Toronto office.

What You’ll Do:

• Provide comprehensive, top-tier support to remote and onsite employees with an emphasis on customer service, including troubleshooting software, hardware, mobile devices, and network-related issues
• Launch and maintain the Toronto office’s infrastructure, support engineering, and assist local employees with their various needs
• Maintain duties through an online ticket management system
• Utilize Microsoft admin portals such as Azure AD / Entra and Endpoint Configuration Manager / Intune for managing security groups related to access, SSO, and application deployment
• Maintain a knowledge base with documentation and administration procedures
• Contribute to mitigation of email-based threats using 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 video conferencing rooms and equipment to ensure reliable virtual meetings and presentations
• Coordinate with Human Resources, Endpoint, and M365 Service teams for onboarding and offboarding of employees
• Manage asset lifecycle, including shipping and receiving, with occasional visits to ensure timely delivery of laptops

What You Have:

• 10+ years of IT support experience in a corporate office environment
• Significant experience with the Microsoft 365 suite and Windows 10 / 11
• Familiarity with Microsoft admin centers such as Azure AD / Entra, Endpoint Manager / Intune, and Security
• Strong troubleshooting skills for complex networking issues
• Excellent customer service orientation, communication skills, and ability to work effectively in a small team
• Ability to manage multiple tasks in a fast-paced environment with a proactive attitude

Nice to Have:

• Experience troubleshooting Mac OS / JAMF
• Experience with 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
• Company RRSP match
• Development opportunities through LinkedIn Learning

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 turn answers into action. With a global network and nearly 1,600 employees, Guidepoint informs leading organizations’ research by delivering on-demand intelligence and research on request. We are committed to creating a diverse, equitable, and welcoming environment for our community.

Equal Employment Opportunity

Guidepoint is an equal opportunity employer. We do not discriminate on the basis of protected status in any employment decision. We encourage applicants from all backgrounds to apply.