Senior IT Service Technician

Salary: $103,000 - 143,000 per year

Requirements:

• Senior-level IT experience, with 10 years of IT experience required
• Prior managed service provider (MSP) experience strongly preferred
• Broad generalist skill set with deep hands-on experience and the ability to identify root causes
• Strong technical expertise in Microsoft 365, Office 365, Entra ID, Azure, Windows Server, Active Directory, DNS, and on-premises-to-Microsoft 365 email migrations
• Experience with SharePoint, OneDrive, Google Workspace, MFA systems, and client support
• Knowledge of firewalls, switches, routers, Cisco and Meraki equipment, enterprise and SMB Wi-Fi, file servers, and storage
• Experience supporting macOS, iOS, iPhone, iPad, Android, Windows, and mobile environments
• Clear client communication skills, sound time management, and the ability to prioritize work independently
• A curious, proactive approach; commitment to testing changes, following standards and best practices, and taking ownership
• Driving licence required
• A home lab is an asset; we can help you build one

Responsibilities:

• Respond to client service requests and incidents as part of our Service Desk
• Troubleshoot and resolve complex issues across cloud, server, network, endpoint, desktop, and application environments
• Execute and support on-premises-to-Microsoft 365 email migrations and setups
• Support Microsoft cloud environments and identity systems
• Assist clients with MFA rollout, troubleshooting, and adoption
• Support Apple, Windows, and mobile environments
• Keep tickets updated in real time and provide clear, detailed documentation
• Maintain technical documentation and create procedures for future use
• Apply and reinforce IT best practices, test changes before deployment, and leave client environments in better condition
• Communicate with clients by phone and in person
• Manage time and priorities without constant oversight
• Visit client offices when required

Technologies:

• AI
• Active Directory
• Android
• Azure
• Cloud
• Cisco
• Support
• macOS
• Microsoft 365
• Mobile
• Network
• Office 365
• SMB
• SharePoint
• Windows
• iOS

More:

We are hiring a Senior Service Desk Technician for our main Service Desk team in Kitchener, Ontario. This is a full-time, permanent, in-person role focused primarily on day-to-day client support in a fast-moving environment, where we expect senior-level judgment and quality across every ticket. We offer competitive compensation, a benefits package including dental and extended health care, paid time off, and on-site parking. AI-based tools will assist us in screening and evaluating candidates during our hiring process.

last updated 40 week of 2026