Service Desk & Field Technician (Local Burlington, Ontario region required)

Job Title:

Service Desk & Field Technician (Local Burlington, Ontario region required)

Job Location:

In Office – Burlington, Ontario and surrounding region

Other Requirements:

Must own a vehicle and be willing to travel to client sites in the greater Hamilton and Mississauga region.

Company Overview

Outsource IT (www.oitc.ca) is a Managed Service Provider (MSP) headquartered in Burlington, Ontario, Canada. Since its establishment in 2002, the company has consistently grown, today serving 60+ MSP clients across most industries:

• Healthcare: 30%
• Business and Professional Services: 30%
• Manufacturing and Construction: 20%
• Non-Profit, Education and Government: 20%

Job Summary

The Service Desk & Field Technician will provide technical support, troubleshoot issues, and provide on-site visits for our clients. This role requires excellent problem-solving skills, strong communication, and the ability to work independently after training. The candidate must also be comfortable speaking with clients, preparing and deploying computers and professionally representing the company.

Key Responsibilities

• Deliver end-to-end L1-L2 support for client environments (remote and onsite), including desktops, servers, networks, and cloud services, covering configuration, deployment, maintenance, and break-fix support.
• Perform computer and other asset preparation and deployment to client sites
• Own service and project tickets from intake through resolution: prioritize by impact/urgency, follow schedules and SLAs, document work, and escalate appropriately when needed.
• Diagnose and resolve issues using structured troubleshooting and root-cause analysis; research and apply best-practice procedures and tools to deliver reliable fixes.
• Administer and support Microsoft and Apple platforms and core infrastructure services (Windows/macOS; Microsoft Server services; and M365/O365.
• Maintain and improve client security posture through patching, updates, monitoring, and consistent application of technical best practices.
• Contribute to team and business effectiveness: assist with onboarding and new technology testing, train/mentor teammates, provide coverage across service roles (including after-hours critical support), participate in training/meetings/reviews, and provide process improvement feedback.

Compensation

CAD 65,000 - 72,000 annually