Information Technology Support Engineer

What you’ll do :-

• Be the first point of contact for employees across the business, resolving hardware, software, access, and connectivity issues by phone, chat, email, and in person
• Provision, configure, and support Windows, macOS, and mobile devices using Intune, Jamf, Autopilot, or similar tools
• Manage user accounts, permissions, and onboarding and offboarding in Microsoft 365, Entra ID (Azure AD), Active Directory, Okta, or Google Workspace
• Support collaboration and productivity tools such as Teams, Zoom, SharePoint, Outlook, and Slack, including meeting room and AV setups
• Troubleshoot printers, VPNs, Wi-Fi, VoIP, and peripherals, and escalate carrier or vendor issues with clear evidence
• Own tickets from open to close in ServiceNow, Jira Service Management, Freshservice, or Zendesk, keeping users informed and SLAs on track
• Patch, image, and maintain endpoints, and help enforce security controls such as MFA, disk encryption, EDR (CrowdStrike, Defender, SentinelOne), and phishing awareness
• Support servers, backups, and cloud services (AWS, Azure) at higher levels, with attention to Canadian data residency requirements
• Automate repetitive tasks with PowerShell, Bash, Python, or Power Automate, and use AI-assisted tools carefully to speed up troubleshooting and knowledge articles, with your own judgment on every fix
• Write and maintain clear knowledge base articles, runbooks, and asset records
• Support audits and compliance work (SOC 2, PCI-DSS, PIPEDA, and sector requirements) with accurate evidence
• Lead rollouts, migrations, and refresh projects, and mentor teammates as you grow

Find your level :-

• Level - Typical experience : What you’ll own
• IT Support Specialist / Help Desk Analyst - 0-2 years : Tier 1 tickets, account and device setup, onboarding, and documentation, learning with a dedicated mentor and a paid path to your first certifications
• IT Support Engineer - 2-5 years : Tier 2 troubleshooting, endpoint management, M365 and identity administration, small projects, and automation
• Senior IT Support Engineer - 5+ years : Tier 3 escalations, designing standards and tooling, leading rollouts and migrations, improving security posture, mentoring the team, and shaping the IT roadmap

Promotion criteria are written down at every level, with regular career conversations. Many of our engineers have moved into systems administration, cloud engineering, cybersecurity, network engineering, and IT management.

What you bring

Must have :-

• Solid grounding in Windows and/or macOS, basic networking (TCP/IP, DNS, DHCP, Wi-Fi, VPN), and Microsoft 365 or Google Workspace
• Hands-on experience from a job, co-op, internship, college program, or serious home setup
• A patient, friendly approach and the ability to explain technical issues in plain language
• A methodical way of troubleshooting and calm under pressure when users are blocked
• Diploma or degree in IT, Computer Science, Network Administration, or a related field (including Canadian college programs), or equivalent experience. We care about what you can do
• Legal authorization to work in Canada (citizens, permanent residents, and valid work permit holders)

Nice to have (not required) :-

• Certifications such as CompTIA A+, Network+, Security+, Microsoft MD-102, MS-900, AZ-900, ITIL Foundation, or Google IT Support (we’ll pay for them)
• Experience with Intune, Jamf, Active Directory, Entra ID, or Okta
• Scripting or automation skills (PowerShell, Bash, Python)
• Familiarity with ServiceNow, Jira Service Management, or similar ITSM platforms
• Experience with VoIP, AV systems, or hybrid and remote workforce support
• Basic knowledge of cloud platforms (AWS, Azure) and cybersecurity fundamentals
• A home lab or projects you can discuss
• Industry background in [healthcare, banking, retail, education, utilities, telecom, manufacturing, public sector, etc.]
• Fluency in French, an asset for Quebec roles and bilingual teams [if applicable]
• Government reliability status or security clearance, or willingness to obtain one [if applicable]
• Valid driver’s licence for multi-site support [if applicable]