Senior Technical Support Specialist

Nesto Group; Toronto; On-site; CAD 70,000 - 80,000; Full time

Job summary

nesto, Canada's leading mortgage technology provider, seeks a Senior Technical Support Specialist to serve as the primary IT contact for the Toronto office and support users across locations. You will manage Windows and macOS endpoints, MDM workflows, and incident tickets in a fast-paced, tech-driven environment.

Ideal candidates bring 7+ years in IT support, strong troubleshooting, and excellent communication skills.

Qualifications

• 7+ years of IT support or IT operations experience.
• Strong troubleshooting across endpoints, applications and connectivity.
• Experience supporting Windows environments (Entra ID, Intune, Office 365).
• Working knowledge of macOS support and device management (Jamf or similar).
• Experience with Google Workspace or similar SaaS environments.
• Familiarity with MDM solutions (Intune, Jamf) and device enrollment processes.
• Experience with RMM tools for monitoring and remote support.
• Experience with ticketing systems (ServiceNow or similar).
• Understanding ITIL-based support practices (ITIL certification a plus).
• Strong communication and ability to work with technical and non-technical users

Responsibilities

• Act as the primary IT contact for the Toronto office (on-site, 5 days/week).
• Provide Level 1 and Level 2 end-user support across locations remotely.
• Escalate to senior staff and mentor junior team members.
• Manage onboarding, off-boarding, and user access changes.
• Build, deploy, and support Windows and macOS workstations with security in mind.
• Maintain hardware inventory and asset tracking.
• Manage tickets and time tracking to meet service levels.
• Support SaaS applications and internal tools.

Skills

IT support experience

Troubleshooting

Communication skills

Team collaboration

Tools

Google Workspace

Microsoft Intune

Jamf Pro

Apple Business Manager

NinjaOne

ServiceNow

Entra ID / Office 365

Job description

Join nesto — proudly named Canadian Rocketship 2025*. A Deloitte Fast 50 company evolving alongside Canada’s top tech innovators and disrupting a 2.1 Trillion-dollar mortgage industry at light speed by building the mortgage ecosystem of the future.

BUILD lending technology with the best developers, AI engineers, and mortgage experts in the country. Work on a modern tech stack and a development framework designed to unlock your full potential and accelerate your career.

About nesto and Nesto Cloud

nesto is Canada’s leading provider of mortgage technology and financing solutions, managing $73B+ CAD in residential and commercial mortgages, with 1,000+ team members across 12 offices nationwide. You will be working on Nesto Cloud, Canada’s most advanced cloud platform, delivering end-to-end technology solutions for lenders in the digital age.

The ideal candidate is a Senior Technical Support Specialist with a strong problem-solving mindset, excellent communication skills, strong troubleshooting skills, experience in modern endpoint environments (Windows and macOS), and the ability to operate effectively in a fast-paced environment. In this role you will act as the primary IT contact for our Toronto office while supporting users across multiple locations, remotely.

Key Responsibilities

• Act as the primary IT contact for the Toronto office (on-site support, 5 days/week)
• Provide Level 1 and Level 2 support for end users across all office locations remotely.
• Serve as an escalation point for junior support team members
• Manage onboarding, off-boarding, and user access changes
• Build, deploy, and support Windows and macOS workstations
• Maintain and manage hardware inventory and asset tracking
• Accurately manage tickets and time tracking to meet service levels
• Troubleshoot and support SaaS applications and internal tools
• Support and maintain endpoint management platforms for Windows and macOS devices
• Assist in device lifecycle management, including provisioning, configuration, patching, and recovery
• Ensure endpoints remain secure, up to date, and compliant with company standards
• Coordinate with vendors and internal stakeholders to resolve issues
• Identify opportunities to improve support processes and user experience
• Assist in maintaining documentation and standard operating procedures

Technical Environment

• You will work in a modern, multi-platform IT environment that includes:
• Google Workspace (user management, email, collaboration tools)
• Windows and macOS endpoints in a mixed-device environment
• MDM solutions: Microsoft Intune and Jamf Pro
• Apple Business Manager (ABM) for device enrolment and lifecycle management
• RMM tools (e.g., NinjaOne) for monitoring, patching, and remote support
• SaaS and collaboration tools such as Slack and other business applications
• Identity and access management workflows (onboarding, off-boarding, role changes)
• Ticketing and service management systems (e.g., ServiceNow)

This role is for you if you have:

• Minimum 7 years of experience in IT support or IT operations.
• Strong experience supporting Windows environments (Entra ID, Intune, Office 365).
• Working knowledge of macOS support and device management (Jamf or similar tools).
• Experience with managing Google Workspace or similar SaaS environments.
• Experience with managing MDM solutions (Intune, Jamf) and device enrolment processes.
• Experience with managing RMM tools for monitoring and remote support.
• Solid understanding of user lifecycle management (onboarding, off boarding, access changes).
• Strong troubleshooting skills across endpoints, applications, and connectivity.
• Experience working with ticketing systems (ServiceNow or similar).
• Understanding of ITIL-based support practices (ITIL Certification is an asset).
• Strong communication skills and ability to work with both technical and non-technical users at all levels of the organization.

The Reward

The A-Team:

Work alongside high-performing talent in the industry.

Accelerated Growth:

The slope of your learning curve here will be vertical. You will touch more production systems in one year than you would in five years at a bank.

Best-in-Class Tools:

Access to the resources and tech you need to execute without friction.

Working framework:

the environment that makes you productive and enables teamwork.

Diversity & Inclusion

At nesto, we believe that creativity and collaboration are the result of a diverse team. We are committed to fostering a culture of diversity, equity, inclusion, and belonging, and we strongly encourage women, people of colour, LGBTQIA+ individuals, and individuals with disabilities to apply. We are committed to creating a workplace that is inclusive and welcoming to all.

#LI-DNI

The pay range for this role is:

70,000 - 80,000 CAD per year (Toronto, Canada)