IT Support Technician Level 2/3

HighlightTA; Barrie; Hybrid; CAD 45,000 - 70,000; Full time

Job summary

An innovative firm is seeking an IT Support Technician to enhance their Help Desk operations. This hybrid role offers flexibility with 70% remote work and requires a strong presence in Barrie. You will be the go-to for client support, solving issues from end to end while ensuring exceptional customer service. The company values autonomy and encourages proactive problem-solving, making it an ideal environment for those who thrive on challenges. Join a team that believes in working to live, not living to work, and enjoy a comprehensive benefits package alongside a competitive salary.

Benefits

Comprehensive dental care

Vision care coverage

Extended health care benefits

Life insurance

Generous paid time off

Flexible work-from-home options

Qualifications

• Strong communicator comfortable with non-technical users.
• Organized and self-motivated with a knack for documentation.
• Able to work independently and manage time effectively.

Responsibilities

• Manage Help Desk operations and solve tickets efficiently.
• Coordinate client visits for hardware setups and support needs.
• Identify recurring issues and improve processes and tools.

Skills

Customer Service

Problem Solving

Documentation

Communication

Organizational Skills

Tools

Windows Server

Office365

Networking

Virtualization

RMM tools (N-able)

Troubleshooting tools (QuickBooks, Sage)

Job description

HighlightTA is the on-demand talent team for ACT360.

At ACT360, we believe in working to live - not living to work. We support flexibility, autonomy, and accountability. If you want to be part of a team that values your expertise, encourages your growth, and gives you the freedom to succeed - let’s talk.

We’re redefining what it means to be an IT partner. We help businesses become more efficient, profitable, and scalable through strategic IT support, web development, and automation. We don’t just put out fires. We help clients avoid them in the first place. Whether it’s troubleshooting, automation, or helping a business scale, we’re always looking for the smartest fix.

We’re hiring an IT Support Technician who will run our Help Desk operations, solve tickets efficiently, provide exceptional customer service, and proactively identify root issues - not just apply quick fixes. This is a hybrid role with flexibility for remote work, and a strong presence required in Barrie and surrounding areas.

What You’ll Be Doing:

• Be the go-to for Help Desk support. Own tickets, documentation, and KPIs.
• Solve issues from end to end, whether remote or on-site, and keep things clearly documented
• Coordinate client visits for hardware setups, network work, or trickier support needs
• Communicate with clients in a clear, friendly way and make sure they’re happy with the support
• Spot recurring problems and help improve checklists, processes, or tools as needed

What You Bring:

• Based in or near Barrie with reliable transportation for in-person client work
• Strong communicator who’s comfortable talking to non-technical users
• Organized, self-motivated, and not afraid to dig in and figure things out
• Great with documentation and checklists, and you don’t mind suggesting improvements
• Comfortable working independently and managing your own time

Tech Stack You’ll Work With:

• Windows Server (AD, DNS, upgrades)
• Office365 (Exchange, Teams, SharePoint, Intune)
• Networking (routers, switches, firewalls)
• Virtualization (VMware, Azure AD)
• Remote access setups (VPNs, virtual desktops)
• RMM tools and automations (we use N-able)
• Troubleshooting tools and apps like QuickBooks, Sage, etc.

Schedule & Location:

• Monday to Friday, 8-hour shifts
• In-person support in Barrie, ON and surrounding areas
• On average 70% Remote, 30% on site

About Act360

Our culture is grounded in our core values:

• Be the Customer – We listen to understand the full scope of the requirements and goals, and build from the customer’s perspective.
• Give the 360° Solution – We go beyond IT support to offer strategy, automation, and improvement that enhances business outcomes.
• Be a Problem Solver – We solve issues at the root, not just the surface, working closely with clients and vendors.
• Always Looking Forwards – We learn from mistakes and proactively plan to avoid future ones.
• Working to Live, Not Living to Work – We support flexibility, async work, and work-life balance.
• Treating Employees Like Experts – We empower our team to lead, innovate, and grow with trust and autonomy.

We offer competitive compensation based on experience, and a benefits package that includes:

• Comprehensive dental care
• Vision care coverage
• Extended health care benefits
• Life insurance for peace of mind
• Generous paid time off to recharge
• Flexible work-from-home options when not on-site

ACT360 is an equal opportunity employer. We’re committed to building an inclusive and accessible workplace. Accommodations are available upon request for candidates taking part in all aspects of the selection process.