Senior IT Support Specialist (Level 2)

Information Technology - Managed Services

Full-time, Permanent, Hybrid

Grimsby, ON

Expert Troubleshooter. Trusted Advisor. Problem Solver. If that sounds like you, you will fit right in.

At AOS, every team member plays a role in our success and culture. We value curiosity, coachability, and an entrepreneurial mindset, paired with dedication, resilience, and high performance. Collaboration, accountability, and exceptional client service are at the core of everything we do.

We’re looking for a Senior IT Support Specialist (L2) who thrives on solving complex problems, supporting teammates, and building trusted relationships with clients.

About Us

At AOS, we specialize in providing office technology and managed services to businesses of all sizes. Our mission is to help organizations boost productivity, streamline workflows, and manage costs with ease.

We apply technology to drive profit, productivity, and peace of mind for our clients. Through reliable solutions and top-notch customer service, we ensure our clients can focus on what they do best.

We hire with the future in mind. With strong career growth opportunities, AOS fosters a dynamic environment where teams are challenged, supported, and continuously learning. If you’re excited to make an impact and grow with a forward-thinking, tech-driven team, we’d love to meet you.

About The Role

As our Senior IT Support Specialist (L2), you will serve as a trusted technical advisor and escalation expert. You will take ownership of complex issues, support our L1 team, and drive proactive improvements that strengthen system reliability and client experience.

You’ll combine advanced technical skills with leadership, strong communication, and a client-first mindset.

What You’ll Do

• Serve as the primary escalation point for complex and high-impact issues
• Own problems from start to finish, ensuring strong outcomes for clients
• Provide expert-level support across hardware, software, networking, and cloud systems (remote and onsite)

Troubleshoot Advanced Issues Related To

• Windows environments
• Microsoft 365 and SaaS platforms
• Networks, firewalls, and security controls
• Manage and maintain core IT systems, including:
• Patching and updates
• Backup and recovery
• Antivirus and endpoint protection
• Monitoring and alerting tools
• Collaborate on projects, solution design, and IT initiatives
• Support client onboarding and ongoing service improvements
• Identify recurring technical or operational patterns and recommend proactive solutions
• Document all work thoroughly in our PSA system
• Mentor and support L1 team members through coaching and hands-on problem solving

How Success Is Measured

• Escalation resolution efficiency
• Customer satisfaction (CSAT) scores
• Proactive issue identification and prevention
• Contribution to long-term system stability and reliability
• Proactive Improvement Expectations
• Provide leadership with a monthly update on recurring trends and risks
• Deliver at least one proactive solution per quarter that improves stability, efficiency, or client experience

What We Expect

• Take full ownership of assigned issues until resolved or properly escalated
• Remain calm, focused, and solution-oriented under pressure
• Communicate clearly and collaborate effectively
• Demonstrate empathy, adaptability, and strong critical thinking
• Be a positive role model for the service team

Required Experience And Certifications

• 3-5 years of IT support or systems administration experience, with a strong background in troubleshooting complex hardware, software, networking, and cloud environments.
• Proven experience providing mentorship or guidance to junior team members and supporting escalations
• MSP experience preferred.
• ITIL Intermediate or ITIL Foundation, CompTIA A+, CompTIA Network+ or CompTIA Security+, Microsoft 365 Certified: Administrator Expert are required

Why Join Us?

At AOS, You Will Be Part Of a Collaborative, Growth-focused Team Where Your Expertise Truly Matters. You Will Have The Opportunity To

• Make a visible impact on client success
• Mentor and develop junior team members
• Grow into senior technical and leadership opportunities
• Work on meaningful projects and initiatives
• Be recognized for your contribution and performance
• You are not just resolving escalations, you are shaping how we deliver exceptional service.

Our Commitment to Inclusion

We are an equal-opportunity, affirmative action employer. We value and welcome diversity and are committed to creating an inclusive environment where everyone feels they belong.

We provide reasonable accommodations throughout the recruitment process. If you require assistance, please let us know. We celebrate diverse backgrounds, experiences, and perspectives and encourage all qualified candidates to apply.

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