IT Support Technician

Velocity Solutions; Vaughan; Hybrid; CAD 50,000 - 65,000; Full time

Job summary

A technology services provider in Vaughan is looking for an IT Support Technician to manage day-to-day IT installations and support. The ideal candidate will deliver excellent customer service, troubleshoot various IT issues, and assist with client project deployments. This full-time role offers a mix of remote work and onsite visits, with competitive compensation including benefits and RRSP contributions.

Benefits

Profit sharing

Company-matched RRSP contributions

Vacation and educational coverage for certifications

Travel reimbursement for client visits

Qualifications

• Experience in managed IT services environment.
• Solid understanding of help-desk ticketing systems.
• Experience with Microsoft 365 and related technologies.

Responsibilities

• Provide first response to user inquiries.
• Diagnose and troubleshoot IT-related issues.
• Document client interactions and troubleshooting steps.

Skills

Level 1 help-desk support

Troubleshooting IT infrastructures

Help-desk ticketing systems

Network infrastructure management

Public cloud infrastructure

Windows Server

Virtualization technologies

IP phone management

Education

Post-secondary education in Computer Science or related field

Job description

IT Support Technician

Velocity Solutions is seeking an IT Support Technician to provide day‑to‑day installation, configuration, and support of business systems, networks, and equipment. The role is focused on delivering high quality customer service and consultative advice to our clients.

Responsibilities

• Provide first response to users and respond to questions about functionality of existing business applications or network equipment.
• Diagnose and troubleshoot routine problems and general IT related infrastructure issues, determining root cause and resolving problems to prevent reoccurrence.
• Escalate support requests to appropriate team resources, as required.
• Utilize expertise of technical members to analyze and implement support project‑based work.
• Monitor application availability, licensing, and ensure defined system performance, capacity or security protocols are maintained.
• Document all client interactions and troubleshooting steps daily, opening and closing tickets in a timely manner.
• Assist with deployment of customer projects and documentation.
• Setup, install, configure computer hardware, networking, software, operating system software, and line of business applications.
• De‑escalate conflict and manage sensitive customer situations, when necessary, while recognizing when issues should be escalated to a supervisor.
• Become familiar with specific client infrastructures to act as either primary or secondary resource for support or project related work.
• Assist senior technical teams with design, deployment and support related tasks for specific client environments.
• Customer Focused – the success of your clients is paramount, and you derive tremendous satisfaction from solving an issue or implementing a new solution that will help our customers do better business.
• Detailed – you know that excellent problem‑solving in IT means knowing how every piece of every system is interacting to achieve amazing results.
• Patient – you understand the frustration that comes when things don’t work the way you expect. You show empathy through great listening, build trust with customers, and solve their problems, even when they’re in crisis.
• Positive – you bring energy into the room by being courteous, helpful and by providing excellent solutions. You’re also responsive and adaptive, able to thrive in a dynamic environment with multiple competing priorities.

Qualifications

• Experience providing Level 1 help‑desk support in a managed IT services environment (asset).
• General experience troubleshooting, deploying, and supporting IT infrastructures including desktops/laptops, printers/scanners, and common line of business applications (Outlook, Word, Excel, MS Teams, Adobe, AV, etc.).
• Solid understanding and knowledge of help‑desk ticketing systems.
• Experience installing, managing, and troubleshooting network infrastructures.
• Familiarity with configuration and maintenance of firewalls and network switches, plus experience supporting and troubleshooting firewalls, network switches, servers and storage infrastructures.
• Public cloud infrastructure experience (Microsoft 365 deployments, migrations and management).
• Windows Server, Microsoft Exchange and Active Directory experience.
• Familiarity with virtualization technologies.
• Experience providing call center remote support in addition to onsite help‑desk services.
• IP phone management experience would be an asset.
• Valid driver’s license and reliable vehicle.
• Post‑secondary education with a focus on Computer Science, Technology, or a related field.

Benefits and Working @ Velocity Solutions

This is a full‑time permanent position with a mix of virtual or remote work and occasional on‑client‑site visits (typically 1‑2 times per week). Office hours are 8:30 am to 5:30 pm, with occasional project‑dependent overtime and on‑call responsibilities. We offer a competitive total compensation package, including profit sharing, benefits, company‑matched RRSP contributions (5%), vacation, education coverage for certifications, and travel reimbursement for client site visits. Velocity Solutions is a collaborative environment where passion for hard work and the success of the company are paramount.

How to Apply

We value diversity and inclusion and encourage all qualified people to apply. If we can make the application process easier through accommodation, please contact us through the “Help” button in the application. We will review applications as they are received, with priority given to those who have completed the assessment and look forward to hearing from you.