Senior Technician, Managed Services

IT Solutions; Markham; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Comprehensive Group Benefits Program

Paid Holidays and Vacation

Company-paid training

Flexible/hybrid work arrangements

Job summary

A Managed Service Provider is seeking a Senior Technician, Managed Services, to provide technical support for multiple clients and resolve escalated issues. The ideal candidate will thrive in challenging environments, ensure excellent customer service, and lead junior technicians. With a Bachelor's degree and 3 years of experience in helpdesk roles or as a Network Administrator, candidates should also have expertise in troubleshooting Windows environments and familiarity with various IT tools. Join a team focused on client success and innovation.

Qualifications

• 3 years in a helpdesk role triaging reported issues.
• 2+ years as a Network Administrator managing network and security technologies.
• Experience with Windows desktop and server versions.
• Detail-oriented and organized with strong analytical thinking.
• Ability to troubleshoot and resolve complex issues.
• Willingness to learn new technologies and adapt to change.
• Ability to lift at least 50 pounds.

Responsibilities

• Monitor and troubleshoot incidents and perform escalation.
• Solve escalated tickets providing timely customer service.
• Lead and mentor junior technicians.
• Provide hardware/software support and document troubleshooting steps.
• Adhere to processes and ensure consistent services across tickets and issues.
• Collaborate with internal teams and vendors to escalate concerns and drive incidents to resolution.
• Lead and mentor junior technicians, providing training and guidance.
• Coordinate with cross-functional teams to ensure project execution within budget and time constraints.

Skills

Strong oral and written communication skills

Effective time management

Detail-oriented

Passion for solving problems

Knowledge of remote management tools

Remote management tools

Troubleshooting

Hardware troubleshooting

Stress management

Customer service

Education

Bachelor's Degree or equivalent experience

CompTIA A+ certification

Microsoft Windows certification

Apple Mac OS certification

Tools

ConnectWise Manage

Cisco AnyConnect

Microsoft Exchange

Job description

Join to apply for the Senior Technician, Managed Services role at IT Solutions

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast‑growing Managed Service Provider specializing in providing high‑end technology solutions to small and mid‑market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

Job Summary

The Senior Technician, Managed Services is part of the team responsible for supporting multiple clients and handling inbound and escalated inquiries on the Service Desk. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client‑down situations is an absolute must, and it is paramount to always provide excellent customer service.

Responsibilities

• Monitor and troubleshoot incidents based on established documentation to identify the nature and resolution of problems and perform incident escalation as needed.
• Responsible for solving escalated tickets and providing customer service for clients with complex issues in a timely fashion.
• Must have excellent troubleshooting skills, be able to triage a customer's issue based on the response catalogue, getting to the root of the problem in a timely manner and document issue(s).
• Provide hardware/software support, documentation, support logs and other related information throughout the troubleshooting process.
• Adhere to response catalogue and established team processes and ensure consistent services across all tickets and issues.
• Interacts and works directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution.
• Provide support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.
• Lead and mentor junior technicians, providing training and guidance to develop their technical skills and knowledge.
• Coordinate with cross‑functional teams to ensure seamless project execution, from planning through to completion, while adhering to budget and time constraints.

Knowledge, Skills, and Abilities

• Strong oral and written communication skills
• Effective time management and multi‑tasking skills
• Maintains the ability to stay organized and be detail‑oriented
• Demonstrates a passion for solving problems or helping others and takes the initiative in driving continuous improvement/execution excellence
• Exceptional organizational skills, including the ability to self‑manage and multi‑task effectively and accurately in a fast‑paced and dynamic environment
• Knowledge of remote management tools
• Ability to troubleshoot and configure workstations and hardware such as: printers, laptops, etc.
• Ability to lift at least 50 pounds

Experience

• Bachelor's Degree, or equivalent level of experience in related field
• 3 years in a helpdesk role, triaging reported issues and incidents by customers.
• 2+ years’ work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center and security technologies.
• Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions.
• Experience managing or troubleshooting with Office 365 Exchange online and Microsoft Exchange 2013-Current.
• Experience with any of the following firewalls and remote access VPNs: Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc.
• Experience with a ticketing system, such as ConnectWise Manage
• Experience supporting virtual desktop environments: Multi‑Server Remote Desktop Server farm w/ Secure Gateway is preferred

Certificates, Licenses, Registrations

• CompTIA A+ certification, Microsoft Windows certification and/or Apple Mac OS certification a plus.

Compensation Package

• Comprehensive Group Benefits Program
• Paid Holidays and Vacation
• Company‑paid life Employee Assistance Program
• Company‑paid training, materials, and exams
• Performance‑based bonuses
• Flexible/hybrid work arrangements

Seniority level

Mid-Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to citizenship, race, place of origin, ethnic origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, receipt of public assistance (in housing) and record of offences (in employment), or any other characteristic protected by federal or provincial laws.

We are happy to provide accommodations at any stage of the recruitment process. Should you require any accommodations, please do not hesitate to let us know.