Senior IT Support Technician - Escalations

Cosmetic Physician Partners

Montreal (administrative region)

On-site

CAD 70,000 - 105,000

Full time

27 hours ago

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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.