IT Support Technician III

Cosmetic Physician Partners; Montreal; On-site; CAD 75,000 - 105,000; Full time

Job summary

CPP Clinics in Montréal is seeking an IT Support Technician III to act as the senior escalation point for our clinics across the United States. You will own the escalation queue in Zendesk, handle Microsoft 365/Entra ID administration, and support a fleet of Windows and macOS devices with RMM/MDM tools.

You will also manage VoIP, security tooling, and networking tasks while collaborating with the Senior IT Engineer for complex architecture work.

Qualifications

• 5+ years in IT support, including 2+ years at a 3rd-line or senior escalation level.
• Deep expertise in Microsoft 365 and Entra ID administration.
• Strong Windows and macOS troubleshooting with hands-on RMM/MDM experience.
• Experience with cloud VoIP platforms and building call flows/IVRs.
• Solid networking fundamentals: DNS, DHCP, VLAN, VPN, firewall rules.

Responsibilities

• Work the escalation queue in Zendesk and drive tickets to resolution.
• Manage Exchange Online mail flow, SharePoint/OneDrive permissions, MFA, and conditional access.
• Handle RMM/MDM tasks for Windows and macOS builds, patching, and policy enforcement.
• Triaging security alerts (AV/EDR) and ensuring agent coverage across devices.
• Administer cloud VoIP platforms, build IVRs/call flows, and manage telephony.
• Diagnose networking issues (DNS, DHCP, VLAN, VPN, firewall) at clinic sites.
• Assist with clinic onboarding and standardization across sites.
• Provide daily support for EMR and practice-management systems and imaging hardware.
• Create SOPs/KBs in Zendesk and mentor junior technicians.

Skills

Microsoft 365

Entra ID

Windows/macOS troubleshooting

RMM/MDM

Security tooling (AV/EDR)

VoIP & telephony

Networking fundamentals

Zendesk ticketing

SLA adherence

Remote support across sites

Documentation

Tools

Zendesk

Exchange Online

Entra ID

RMM tools

MDM

Cloud VoIP platform

VPN

Job description

CPP Clinics is a leading provider of medical aesthetics services, offering innovative treatments across multiple medspas under the CPP umbrella. We are dedicated to delivering exceptional patient experiences and outstanding results, utilizing advanced technologies and personalized care.

The Role

We'rehiring an IT Support Technician III in Montréal to act as the senior escalation point for our clinics across the United States. This is a hands-on, queue-driven role:you'llwork tickets every day, resolving the problems our 1st and 2nd line technicianscan'tacross Microsoft 365, endpoints, security tooling, telephony, and networking.

One day you might be untangling an Exchange Online mail-flow issue, triaging an EDR alert, rebuilding a clinic's phone tree, andsettingup a new site's network.You'llescalate infrastructure, security, and architecture work to our Senior IT Engineer.

Whatyou'lldo

• Work the escalation queue :This is the core of the job.You'lllive in Zendesk: taking escalated tickets from our 1st and 2nd line technicians, driving them to resolution against SLA, and being the last stop before an issue reaches our Senior IT Engineer.
• Microsoft 365 and Entra ID :Exchange Online mail flow, SharePoint and OneDrive permissions, Teams, licensing, MFA and conditional access, and tenant-to-tenant migrations.
• RMM and MDM :Windows and macOS builds, patching, policy, application packaging, remote support, and agent health across the fleet. Printing,scanningand peripherals sit here too.
• Security tooling(AV / EDR) : Triage and action endpoint detection alerts, keep agent coverage complete across every device, support phishingsimulationand security awarenesscampaign, and elevate genuine incidents promptly.
• VoIP and telephony : Cloud VoIP administration, IVR and call-flow builds, ring groups, voicemail, number porting, handsets, and call routing across time zones.
• Networking: Diagnose connectivity, wireless, VLAN, VPN, andfirewallissues at clinic sites; coordinate with ISPs and elevate hardware faults.
• Clinic onboarding: Once onboarded and have a full understanding of clinic structure you will help with clinic onboardings and standardization.
• Clinical platform support (secondary) :Day-to-day account, access, and workstation-side support for our EMR and practice-management systems (Zenoti,Nextech,PatientNow, Dr. Chrono, Meevo) and consultation-room iPads and imaging hardware.
• Documentation and mentoring: MaintainSOPs and knowledge-basearticles in Zendesk, keep asset and licence recordsaccurate, and coach the L1/L2 technicians so more issues are solved correctly the first time.

Schedule: Monday to Friday, 10:00 – 18:00 Eastern, aligned to our US clinics' business hours. Wedon'trun weekend support, though the team occasionallyhelps outfor urgent issues or planned cutovers.

You'llwork to our published SLA: 60-minute average first response and 3-business-day resolution on standard tickets; 15-minute response and 4-business-hour restoration on P1 incidents. We care as much about tickets staying closed as about closing them quickly.

Whatwe'relooking for

• 5+ years in IT support, including 2+ years at a 3rd-line or senior escalation level. This is a senior role
• Real depth in Microsoft 365 and Entra ID administration
• Strong Windows and macOS troubleshooting, with hands-on RMM and MDM experience managing a fleet.
• Working knowledge of endpoint security tooling — AV / EDR alert triage, agentdeploymentand coverage.
• Experience administering a cloud VoIP platform, including building call flows or IVRs.
• Solid networking fundamentals: DNS, DHCP, VLANs, VPN,firewallrules, Wi-Fi.
• Comfortable working a ticket queue to SLA in a helpdesk platform such as Zendesk, and documenting as you go.
• Excellent communication — you can explain a technical problem to a non-technical clinician with patience and clarity.
• Comfortable supporting users remotely across multiple sites and time zones, and prioritising against SLA.
• Legally entitled to work in Canada.

Nice to have: experience supporting users across multiple sites or at a managed service provider; Microsoft 365 or Google Workspace tenant migrations; familiarity with HIPAA or another data-protection regime.

Language: Knowledge of English is required, as this role provides direct daily support — verbal and written — to clinic stafflocatedexclusively in the United States, and our clinical, security, and vendor platformsoperatein English. French is an asset but is notrequiredfor the duties of the role.