IT Support Technician III

Socket.dev; Montreal (administrative region); On-site; CAD 75,000 - 110,000; Full time

Job summary

Socket.dev Montréal is seeking an IT Support Technician III to serve as senior escalation for clinics across the United States. You will handle tickets daily, resolving issues in Microsoft 365, endpoints, security tooling, telephony and networking.

You’ll triage Exchange Online, Entra ID, RMM/MDM, VoIP, and VPN, while mentoring L1/L2 technicians and ensuring SLA-compliant resolutions. The role requires strong communication across time zones and a hands-on support mindset.

Qualifications

• 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, agent deployment and coverage.
• Experience administering a cloud VoIP platform, including building call flows or IVRs.
• Solid networking fundamentals: DNS, DHCP, VLANs, VPN, firewall rules, 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.

Responsibilities

• Work the escalation queue and drive tickets to resolution against SLA.
• Microsoft 365 and Entra ID administration tasks and migrations.
• RMM and MDM across Windows and macOS builds; patching and remote support.
• Security tooling triage and action of EDR alerts; maintain agent coverage.
• VoIP: cloud platform administration, IVR and call-flow builds.
• Networking: diagnose connectivity, VPNs, VLANs and firewall issues.
• Clinic onboarding support and standardization activities.
• Documentation and mentoring of L1/L2 technicians to improve first-time fixes.

Skills

Microsoft 365

Entra ID

Windows

macOS

RMM

MDM

Networking fundamentals

VoIP/Telephony

Zendesk

SLA compliance

Tools

Exchange Online

SharePoint

OneDrive

VLAN

VPN

Firewalls

EMR systems

Zendesk

Job description

The Role

We'rehiring anIT Support Technician IIIin 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.

• 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 escalated 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 isrequired, 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.