IT Help Desk Technician

Fire Protection Inc is the fastest-growing full-service fire protection company, and we are seeking an adept Helpdesk Technician with a minimum of 2-4 years of hands-on experience supporting customers in complex IT infrastructures.

The ideal candidate should possess robust communication and collaboration skills, along with experience in EDR / XDR tools, Active Directory, Windows Server administration, and Office 365 administration. Possession of CCNA and CompTIA certifications would be a strong asset.

Please note : For training purposes, occasional travel to our headquarters in Mississauga, Ontario may be required.

Responsibilities : Level 1 Support :

• Act as the initial point of contact for the internal team seeking technical assistance via phone or email related to hardware (laptops, phones, printers, etc.), internal applications, and server / network infrastructure.
• Conduct onsite and remote troubleshooting through diagnostic techniques and insightful questions.
• Determine optimal solutions based on the issue and details provided by customers.
• Guide customers through the problem-solving process.
• Escalate unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Document events and problems, along with their resolutions, in logs.
• Follow up and update customer status and information.
• Relay customer feedback or suggestions to the appropriate internal team.
• Identify and propose possible improvements to procedures.
• Adhere to and promote the company's core values, processes, policies, and Occupational Health and Safety protocols.

Inventory Management :

EDR / XDR Tools :

Active Directory Management :

Office 365 Administration :

Network Monitoring :

Documentation :

Incident Response :

Qualifications :

Join Us : Headquartered in Mississauga, with deep operations throughout Canada, Onyx-Fire is the quality choice for local and national clients alike.

We deliver preventative maintenance and project services to protect our client's people and their properties.

Our high-performance culture provides an environment for people to grow and develop in their careers, take on more responsibility, and be part of a team that shares the same goals

Onyx Fire Protection Services is an equal opportunity employer committed to fair and respectful treatment of all individuals. We value diversity as a strength and strive to create an inclusive workplace.

In accordance with provincial legislation and our Accommodation Policy, we welcome accommodation requests throughout the hiring process.