Infra. Technology Specialist (Support)

Diverse Lynx; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A technology solutions company located in Toronto is looking for an Infra. Technology Specialist to serve as the first point of contact for IT-related issues. The ideal candidate should have 5–6 years of experience in IT Service Desk or technical support roles and be proficient in Windows OS and ITSM tools. This role offers a hybrid work model and requires strong problem-solving and communication skills. Mentorship of junior analysts may be expected, along with participation in continuous improvement initiatives.

Qualifications

• 5–6 years of experience in IT Service Desk or technical support roles.
• Experience with ITSM tools is a plus.
• Willingness to work in shifts if required.

Responsibilities

• Act as the first point of contact for IT-related issues.
• Provide Level 1 and Level 2 support.
• Ensure timely resolution of incidents and service requests.
• Monitor and manage ticket queues.

Skills

Strong knowledge of Windows OS

MS Office Suite

Active Directory

Basic networking

Problem-solving skills

Analytical skills

Strong communication skills

Interpersonal skills

Ability to handle multiple priorities

Tools

ServiceNow

Remedy

Job description

Infra. Technology Specialist

Toronto, Ontario

Work Model: Hybrid

Roles / Responsibilities

• Act as the first point of contact for IT-related issues and service requests via phone, email, or ticketing system.
• Provide Level 1 and Level 2 support for hardware, software, network, and application issues.
• Diagnose and resolve complex technical problems, escalating to higher support tiers when necessary.
• Ensure timely resolution of incidents and service requests in accordance with SLAs.
• Maintain accurate documentation of issues, solutions, and processes in the knowledge base.
• Monitor and manage ticket queues, ensuring prioritization and timely follow-up.
• Collaborate with other IT teams for problem resolution and system improvements.
• Mentor and guide junior service desk analysts.
• Participate in root cause analysis and implement preventive measures.
• Support onboarding/offboarding processes, including account creation and access management.
• Assist in continuous improvement initiatives for service desk operations.

Qualifications

• 5–6 years of experience in IT Service Desk or technical support roles.
• Strong knowledge of Windows OS, MS Office Suite, Active Directory, and basic networking.
• Experience with ITSM tools (e.g., ServiceNow, Remedy, or similar).
• Familiarity with ITIL processes and best practices.
• Excellent problem‑solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work in a fast‑paced environment and handle multiple priorities.
• Willingness to work in shifts (including night shifts if required).

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.