Managed IT Service Desk Technician T2, Sr. Associate

We are the leading provider of professional services to the middle market globally our purpose is to instill confidence in a world of change empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled inclusive culture and talent experience and our ability to be compelling to our clients. Youll find an environment that inspires and empowers you to thrive both personally and professionally. Theres no one like you and thats why theres nowhere like RSM.

• Provide phone and email technical support for end-users to resolve any hardware or software issues
• Support and troubleshoot workstations servers and network related issues
• Perform systems administration for Office 365 Windows Servers and workstations across multiple clients
• Monitor and troubleshoot client backups
• Escalate client issues through the proper channels
• Manage cases according to defined case impact and priority
• Maintain client security standards and confidentiality of information
• Clearly document support issues and all resolution steps in RSMs ticketing system
• Monitor trends from reported client cases to isolate possible chronic issues for software system or network infrastructure that indicate failing hardware or software corruption
• Update cases and communicate with clients as required until issue is closed

• 2 years of experience working on a technical helpdesk or equivalent network administration role.
• Minimum of 2 years of experience in software and hardware troubleshooting on laptops desktops servers and network equipment

• Microsoft Certification (MCSE/MCSA) and Network Certification preferred but not required
• Experience with Office 365 Administration and associated workloads including Email and SharePoint
• Fundamental understanding of TCP/IP Networking
• Experience with firewalls such as Cisco SonicWALL and Meraki
• Experience with VMWare ESX hosts and vSphere Client for administration
• Experience with Windows Servers Azure AD Administration SharePoint and Teams Administration.
• Experience with remote solutions such as Citrix Remote Desktop Services and VPN
• Highly customer focused with ability to provide consistently excellent customer service and professionalism
• Excellent written and verbal communication skills
• Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment
• Must be able to manage individual workload
• Must be a strong team player
• Must possess strong sense of ownership with client relationships

At RSM we offer a competitive benefits and compensation package for all our offer flexibility in your schedule empowering you to balance lifes demands while also maintaining your ability to serve clients. Learn more about our total rewards at does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past current or prospective service in the Canadian uniformed service; Canadian Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership.RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application interview or otherwise participate in the recruiting process please call us at or send us an email at .

At RSM an employees pay at any point in their career is intended to reflect their experiences performance and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including but not limited to education skills work experience certifications location etc. As such pay for the successful candidate(s) could fall anywhere within the stated range.