Senior IT Support Engineer – Clinic Escalations

Cosmetic Physician Partners

Montreal

On-site

CAD 75,000 - 105,000

Full time

14 days+

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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.