Technical Support Specialist

Insight Global; Mississauga; Presencial; CAD 55.000 - 70.000; Jornada completa

Descripción de la vacante

Insight Global in Mississauga, Canada, is seeking an IT Support Specialist to handle requests via phone, email, Teams, Jira Service Management, and in person. You will troubleshoot Windows laptops, Microsoft 365, VPN, MFA, and network issues while preparing laptops for new employees and supporting device deployments.

You will document solutions in Confluence, maintain asset records, and work with infrastructure, development, and security teams on escalations.

Formación

• 2+ years of experience in technical support, service desk, or desktop support.
• Hands-on experience with Microsoft 365, Microsoft Entra ID, Intune, and Windows Autopilot.
• Experience supporting Windows laptops and resolving hardware, software, account, and connectivity issues.
• Strong communication, customer service, organization, and problem-solving skills.
• Ability to work on-site in Mississauga three days per week and occasionally support planned after-hours changes.
• Jira Service Management, PowerShell, CrowdStrike, macOS, or tenant migration experience would be considered an asset.
• Microsoft certifications such as MD-102 (Endpoint Administrator) or MS-102 (Microsoft 365 Administrator).
• Experience with CrowdStrike Falcon or another endpoint detection and response (EDR) tool.
• Experience supporting an acquisition, company separation, or tenant-to-tenant migration.
• Basic PowerShell scripting experience for user and device management.
• Experience supporting macOS environments.

Responsabilidades

• Provide technical support for Windows laptops, Microsoft 365, network connectivity, VPN, MFA, and office equipment.
• Log, prioritize, resolve, and elevate support tickets through Jira Service Management.
• Configure and deploy laptops using Microsoft Intune and Windows Autopilot.
• Manage employee onboarding and offboarding, including accounts, licences, devices, group memberships, and access.
• Maintain accurate hardware and software inventory records.
• Ensure devices have the required security tools, encryption, and updates.
• Create and maintain knowledge articles, SOPs, and user guides in Confluence.
• Identify recurring technical issues and recommend process or system improvements.
• Partner with infrastructure, development, and security teams during escalations, migrations, and system changes.

Conocimientos

Technical support

Customer service

Microsoft 365

On-site coordination

Herramientas

Jira Service Management

PowerShell

CrowdStrike

Intune

Windows Autopilot

Descripción del empleo

Job Description

On a typical day, you will respond to support requests through phone, email, Microsoft Teams, Jira Service Management, and in-person inquiries. You will troubleshoot hardware, software, network, VPN, MFA, and Microsoft 365 issues, while preparing laptops and accounts for new employees. You will also support device deployments, maintain asset records, document solutions in Confluence, and collaborate with infrastructure, development, and security teams on more complex issues.

Key Responsibilities

• Provide technical support for Windows laptops, Microsoft 365, network connectivity, VPN, MFA, and office equipment.
• Log, prioritize, resolve, and elevate support tickets through Jira Service Management.
• Configure and deploy laptops using Microsoft Intune and Windows Autopilot.
• Manage employee onboarding and offboarding, including accounts, licences, devices, group memberships, and access.
• Maintain accurate hardware and software inventory records.
• Ensure devices have the required security tools, encryption, and updates.
• Create and maintain knowledge articles, SOPs, and user guides in Confluence.
• Identify recurring technical issues and recommend process or system improvements.
• Partner with infrastructure, development, and security teams during escalations, migrations, and system changes.

Skills and Requirements

• 2+ years of experience in technical support, service desk, or desktop support.
• Hands‑on experience with Microsoft 365, Microsoft Entra ID, Intune, and Windows Autopilot.
• Experience supporting Windows laptops and resolving hardware, software, account, and connectivity issues.
• Strong communication, customer service, organization, and problem‑solving skills.
• Ability to work on‑site in Mississauga three days per week and occasionally support planned after‑hours changes.
• Jira Service Management, PowerShell, CrowdStrike, macOS, or tenant migration experience would be considered an asset.
• Microsoft certifications such as MD‑102 (Endpoint Administrator) or MS‑102 (Microsoft 365 Administrator).
• Experience with CrowdStrike Falcon or another endpoint detection and response (EDR) tool.
• Experience supporting an acquisition, company separation, or tenant‑to‑tenant migration.
• Basic PowerShell scripting experience for user and device management.
• Experience supporting macOS environments.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].