Support Services Representative

Ontario Northland; North Bay; On-site; CAD 77,000 - 91,000; Full time

Job summary

Ontario Northland in North Bay is seeking a Support Services Representative to deliver first-line IT and corporate services support for employees and customers. You will handle live calls, emails, and in-person assistance to resolve issues with urgency and care.

Key duties include end-to-end incident management, account administration, and escalation where necessary, while promoting IT policies and ensuring customer satisfaction in a fast-paced environment.

Qualifications

• College diploma in Technology, Business, or a related field is required.
• Certifications such as MCP, ITIL, Six Sigma, Lean, ISO 20000, COBIT are preferred.
• 1-2 years of customer service and/or computer technology related experience.
• Strong working knowledge of Microsoft environments and products (Office, Visio, SharePoint, Project Server, SQL, Exchange, SCCM, WSUS).
• Experience managing user accounts, permissions, and storage allocations in line with policies.

Responsibilities

• Work as part of the ONTC Support Services to answer live calls, respond to emails, and assist employees in-person for courteous, timely issue resolution.
• Provide first contact resolution for requests and incidents within scope of Support Services responsibilities.
• Take ownership of requests and incidents to ensure end-to-end support, including investigation, diagnosis, resolution and closure.
• Provide technical support to employees and customers and respond to Corporate Services inquiries with proper escalations as needed.
• Manage end-user accounts, permissions, access rights, and storage allocations per ITS policies.
• Maintain relationships with ITS vendors and service providers for ongoing support or troubleshooting.
• Promote and enforce IT policies.

Skills

Customer service

Technical troubleshooting

Microsoft environments

Verbal and written communication

Team collaboration

Education

College diploma in Technology, Business, or related field

Certifications: MCP, ITIL, Six Sigma, Lean, ISO 20000, COBIT

Tools

Microsoft Office

Visio

SharePoint

Project Server

SQL

Exchange

SCCM

WSUS

Job description

POSITION: Support Services Representative

REPORTS TO: Manager, Support Services

DEPARTMENT: Information Technology Services (ITS)

LOCATION: North Bay

REFERENCE: 800-132-27

SALARY: $76,960 - $90,532

WHO WE ARE

Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern, forward-thinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1200 skilled professionals, we work together to enhance transportation services and ensure that they are sustainable for future generations. We offer a dynamic workplace culture, along with a competitive salary, excellent benefit package, a defined benefit pension plan, paid vacation, paid personal leave days and discounted transportation on our bus and passenger rail services.

ACCOUNTABILITY STATEMENT

The Support Services Representative is a team-oriented problem solver with a focus on excellent customer service. This position is responsible for providing first line (tier 1) Support Services support to Ontario Northland employees and its customers on a variety of supported technologies and Corporate Services inquiries.

MAJOR DUTIES/ RESPONSIBILITIES

• Work as part of the ONTC Support Services to answer live calls, respond to emails, and work with employees in person to ensure courteous, timely, and effective resolution to end user issues.
• Provide first contact call resolution for requests and incidents where possible within scope of Support Services responsibilities.
• Take ownership of requests and incidents to ensure end-to-end support processes are followed, including incident investigation, diagnosis, resolution and closure.
• Provide technical support to employees and customers and respond to various Corporate Services inquires and ensure proper escalations as required.
• Manage end-user accounts, permissions, access rights, storage allocations in accordance with ITS policies and procedures.
• Expected to carry on a relationship with ITS vendors and service providers for ongoing support or troubleshooting of services.
• Promote and enforce IT policies.

REQUIREMENTS

• College diploma in Technology, Business, or a related field
• MCP, ITIL, Six Sigma, Lean, ISO 20000, and/or COBIT certifications are preferred
• 1-2 years of customer service and/or computer technology related experience
• Working knowledge of Microsoft environments and products, including Microsoft Office, Visio, SharePoint, Project Server, SQL, Exchange, SCCM, and WSUS
• Experience managing user accounts, permissions, access rights, and storage allocations in accordance with established policies and procedures
• Strong technical troubleshooting skills with the ability to investigate, diagnose, resolve, and close incidents
• Exceptional customer service skills with a commitment to providing timely and effective support
• Excellent verbal and written communication skills, including the ability to communicate technical information to non-technical audiences
• Strong organizational skills with the ability to manage multiple priorities and adapt to changing demands in a fast-paced environment
• Demonstrated analytical, problem-solving, and critical thinking abilities
• Detail-oriented with the ability to gather information, ask clarifying questions, and accurately assess issues
• Ability to work independently and collaboratively within a team environment
• Valid Class G Driver's License

CLOSING DATE

September 21, 2026, no later than 11:59 p.m.

APPLICATION PROCESS

The successful candidate will need to pass the following clearances: criminal record check, employment references and education verification.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

If it is determined that any information provided in the application or during the recruitment process is false, misleading, or incomplete, Ontario Northland may discontinue your candidacy from further consideration.

At Ontario Northland, we are committed to employment equity. We value the unique skills and experience each person brings to Ontario Northland and invite all interested individuals to apply and encourage applications from Indigenous peoples, racialized persons, women, persons with disabilities, and persons who identify as 2SLGBTQIA+.

Ontario Northland will provide accommodation to ensure barrier-free employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act. You can request accommodation at any stage of the hiring process. If you require accommodation, please contact Human Resources.

ONTC does not use artificial intelligence (AI) to make or inform hiring decisions. We do use an external applicant tracking system (ATS) to help manage applications efficiently. While the ATS may apply basic automated filters or sorting functions, all applications are reviewed and evaluated by human recruiters.

Les offres d'emploi sont également disponibles en français. Visitez notre site Web sur les carrières ou appelez le 1-800-363-7512, pour plus de renseignements.