Senior IT Support Technician - Escalations

Cosmetic Physician Partners, LLC; Montreal; On-site; CAD 70,000 - 105,000; Full time

Job summary

CPP Clinics in Montréal seeks an IT Support Technician III to act as senior escalation for clinics across the United States. You will handle escalations in Microsoft 365, Entra ID, and networked endpoints, and coordinate with our Senior IT Engineer for complex issues.

You’ll work a queue-driven role, maintaining SLAs, and supporting EMR/clinic platforms as needed. Fluency in English is required; French is a plus.

Qualifications

• 5+ years in IT support with 2+ years at a 3rd-line or senior escalation level.
• Real depth in Microsoft 365 and Entra ID administration.
• Strong Windows and macOS troubleshooting with hands-on RMM and MDM experience.

Responsibilities

• Work the escalation queue and drive tickets to resolution within SLA.
• Microsoft 365 and Entra ID administration, including Exchange Online, SharePoint/OneDrive, MFA, and tenant migrations.
• RMM/MDM duties: builds, patching, policy, application packaging, remote support, and fleet health.
• Triage security tooling (AV/EDR) and respond to incidents; maintain coverage across devices.
• VoIP/telephony: cloud administration, IVR/call flows, ring groups, and routing across time zones.
• Networking: diagnose DNS/DHCP/VLAN/VPN/firewall issues; coordinate with ISPs.
• Clinic onboarding support and standardization across clinics.
• Clinical platform support (Zenoti, Nextech, PatientNow, Dr. Chrono, Meevo) and related devices.
• Documentation/mentoring: SOPs, knowledge base, licences, and coaching L1/L2 staff.

Skills

IT support

Senior escalation

Microsoft 365

Entra ID

Windows

macOS

RMM

MDM

Security tooling

VoIP

Networking fundamentals

Zendesk

Documentation

Remote support

English communication

Tools

Zendesk

Exchange Online

Zenoti

Nextech

PatientNow

Dr. Chrono

Meevo

Job description

About this position

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.

Schedule:Monday to Friday, 12:00 – 20:00 Eastern, aligned to our US clinics' business hours. Wedon'trun weekend support, though the team occasionallyhelps outfor urgent issues or planned cutovers.

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 escalate 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 escalate 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.

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 tohave: 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.

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