Sr Technical Support Analyst

Apex Systems; London; On-site; CAD 55,000 - 75,000; Full time

Job summary

Apex Systems is seeking a Technical Support Analyst to join our global IT services team in a hybrid capacity in Ontario. The role focuses on advanced Microsoft troubleshooting, identity/access management, and high-volume ticket handling (≈800/month).

You will mentor junior analysts, manage access requests, and contribute to knowledge base improvements. The position offers a full-time, permanent pathway with opportunities for progression toward Systems Administration or Cybersecurity, in a

Qualifications

• Experience in advanced troubleshooting and acting as escalation point.
• Deep experience with Windows 11, Microsoft 365, Active Directory and Entra ID.
• Hands-on identity and access management and user administration.
• Experience supporting end users with desktop, applications, hardware, and access issues.

Responsibilities

• Serve as the senior technical escalation point for Tier I/II Service Desk analysts.
• Troubleshoot across Windows, Microsoft 365, Active Directory, Entra ID, and access issues.

Skills

Advanced troubleshooting

Ticket handling

Windows 11

Microsoft 365

Active Directory

Entra ID

Identity management

Mentoring

High-volume support

Job description

Technical Support AnalystApex Systems is a global IT services provider, and our staffing practice has an opening for a Technical Support Analyst, with advanced Microsoft troubleshooting experience, strong escalation handling, and identity/access management expertise. We have personally qualified the requirement with the hiring manager.

Client: wholesale distributorTerms: Full-time, permanent Location:, ON Remote / Hybrid: Hyrbid

Responsibilities

• Serve as the senior technical escalation point for Tier I and Tier II Service Desk analysts.
• Handle advanced troubleshooting across Windows OS, Microsoft 365, Active Directory, Entra ID, access issues, hardware, and end-user applications (approximately 70%).
• Mentor and support junior analysts to improve troubleshooting quality and first-contact resolution (approximately 20%).
• Manage service requests including access management, user administration, and permissions changes.
• Create and maintain knowledge base documentation to reduce repeat escalations.
• Escalate infrastructure-level issues to Systems Administrators when required.
• Support approximately 800 tickets per month across the Service Desk.
• Operate within a 95% Microsoft-based environment.

Key Qualifications

• Strong background in advanced troubleshooting and acting as an escalation point.
• Deep experience supporting Windows 11, Microsoft 365, Active Directory, and Entra ID.
• Hands-on experience with identity and access management and user administration.
• Experience supporting end users with desktop, application, hardware, and access-related issues.
• Ability to mentor junior analysts and improve team capability.
• Comfortable working in high-volume environments (800+ tickets per month).

Nice to Have

• IT certifications (A+, Microsoft, etc.).
• Exposure to Windows Server, Linux, CyberArk, or cybersecurity initiatives.
• Interest in career progression toward Systems Administration or Cybersecurity.

Soft Skills

• High-touch, white-glove customer service approach.
• Experience supporting executives and senior leadership.
• Strong verbal and written communication skills.
• Professional, calm, and customer-focused demeanor.

Interview Process

There will be 2 rounds of interviews, followed by a Technical/Behavioral Assessment (required prior to offer)

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact your Employee Services Department at [e-mail] or 844-463-6178.

Benefits Overview

Everforth Apex Benefits Overview: In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.