Technician, Managed Services

IT Solutions; Markham; On-site; CAD 50,000 - 90,000; Full time

Job summary

An innovative Managed Service Provider is seeking a Senior Technician to support diverse clients and resolve technical challenges. This role requires a dedicated problem solver with a passion for technology and customer service. You will monitor incidents, provide hardware and software support, and lead junior technicians. Join a fast-growing team that values client success and continuous improvement, where your contributions will have a significant impact on client satisfaction and operational excellence. If you're eager to learn and thrive in a dynamic environment, this opportunity is perfect for you.

Benefits

Group Benefits

Paid Holidays/Vacation

Life Insurance

Employee Assistance Program

Flexible/Hybrid Work Arrangements

Training and Materials

Performance Bonuses

Qualifications

• 3+ years in helpdesk roles with strong troubleshooting skills.
• Experience managing network and security technologies.

Responsibilities

• Monitor and troubleshoot incidents, providing excellent customer service.
• Lead and mentor junior technicians, ensuring consistent service quality.

Skills

Problem Solving

Communication Skills

Time Management

Customer Service

Technical Troubleshooting

Education

Bachelor's Degree

Equivalent Experience

Tools

Windows Server

Office 365

ConnectWise Manage

Cisco AnyConnect

Fortinet

Job description

Description

About ITS:

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

Job Summary:

The Senior Technician, Managed Services is responsible for supporting multiple clients and handling inbound and escalated inquiries on the Service Desk. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. Managing stress during client-down situations and providing excellent customer service are paramount.

Responsibilities:

• Monitor and troubleshoot incidents based on established documentation, identify problems, and escalate as needed.
• Resolve escalated tickets and provide customer service for complex issues promptly.
• Excellent troubleshooting skills, ability to triage issues, and document problems thoroughly.
• Provide hardware/software support, documentation, logs, and related information during troubleshooting.
• Follow response catalog and team processes to ensure consistent service quality.
• Collaborate with internal teams and vendors to escalate concerns, update customers, and resolve incidents.
• Support end users with enthusiasm, analyze, troubleshoot, and resolve issues to customer satisfaction.
• Lead and mentor junior technicians, offering training and guidance to develop their skills.
• Coordinate with cross-functional teams to ensure seamless project execution within budget and time constraints.

Experience, Knowledge, Skills, and Abilities:

• Strong communication skills, both oral and written.
• Effective time management and multi-tasking abilities.
• Organized, detail-oriented, and proactive.
• Passion for problem-solving and helping others; initiative for continuous improvement.
• Ability to self-manage and multi-task in a fast-paced environment.
• Knowledge of remote management tools.
• Ability to troubleshoot and configure workstations and hardware (printers, laptops, etc.).
• Ability to lift at least 50 pounds.

Experience:

• Bachelor's Degree or equivalent experience.
• At least 3 years in helpdesk roles, triaging customer issues.
• Over 2 years’ experience as a Network Administrator, managing network, data center, and security technologies.
• Experience with Windows desktop and Server (2012-Current).
• Experience with Office 365 Exchange online and Microsoft Exchange (2013-Current).
• Experience with firewalls and VPNs such as Cisco AnyConnect, Meraki, Sonicwall, Fortinet.
• Experience with ticketing systems like ConnectWise Manage.
• Supporting virtual desktop environments is a plus.

Certificates, Licenses, Registrations:

• CompTIA A+, Microsoft Windows, and/or Apple Mac OS certifications are a plus.

Compensation Package:

ITS offers a comprehensive benefits package, including:

• Group benefits, paid holidays/vacation, life insurance, Employee Assistance Program.
• Training, materials, exams, performance bonuses, flexible/hybrid work arrangements.

ITS is an equal opportunity employer and provides accommodations upon request throughout the recruitment process.