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CA
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The BMI Group

IT Support Specialist

Thorold, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Apr 4, 2027
Experience: 3+ years of Tier 2 or higher IT support experience
Posting language: English
Posted: Oct 6, 2026

Original job description

Full-Time | Southern Ontario / GTA | Hybrid | Occasional Travel | Salary Range $60,000-80,000 + Benefits

About Us

The BMI Group is a growing, multi-faceted organization with operations across real estate, development, construction, environmental services, hospitality, and more. With a growing team and multiple locations, our business is always evolving, and so is the technology that supports it.

We’re building out our IT environment alongside that growth, which means this is a great time to join the team. As our IT Support Specialist, you’ll be a key point of contact for employees across the organization, helping solve day-to-day technical challenges while also contributing to the systems, processes, and improvements that will support BMI as we continue to grow.

If you’re someone who enjoys solving problems, working with people, and having a visible impact on the way technology works across an organization, we’d love to hear from you.

The Opportunity

We’re looking for an IT Support Specialist who knows their way around a technical problem, but also knows how to work with people.

You’ll be the primary point of contact for day-to-day IT support across the organization, taking issues from the initial request through to resolution. You’ll work with a wide range of people, devices, systems, and challenges, so no two days will look exactly the same.

This is a Tier 2 support role, so we’re looking for someone who can go beyond the standard password reset or scripted fix. You should be comfortable digging into a problem, figuring out what’s actually happening, and finding a solution when the answer isn’t immediately obvious.

You’ll have plenty of opportunity to use your technical skills, but just as important is how you work with people. We’re looking for someone who is approachable, resourceful, patient, and willing to take ownership when something needs to be figured out.

If you like variety, enjoy solving problems, and want to be someone people can count on when technology isn’t cooperating, this could be a great fit.

What You’ll Do

Be the primary point of contact for day-to-day IT support, managing requests from intake through resolution.
Troubleshoot and resolve Tier 2 issues across Microsoft 365, Windows and Apple devices, hardware, software, and user access.
Prioritize incoming requests based on urgency, business impact, and employee needs.
Support onboarding and offboarding, including account setup, access, software, and equipment.
Coordinate software installations, device setup, and other technical requirements.
Work directly with employees to understand what’s happening, explain solutions clearly, and follow through.
Research and troubleshoot unfamiliar or undocumented technical issues using available resources and sound problem-solving.
Travel periodically to company locations throughout Southern Ontario for hands-on support.
Participate in occasional after-hours on-call support for urgent or critical issues. This is not the norm, and regular hours are standard business hours.
As capacity allows, contribute to broader IT initiatives, including security, procurement, systems improvements, and other projects.

What Makes Someone Successful Here

You know how to triage. When six things come in at once, you can figure out what needs attention first, what can wait, and how to keep people informed.
You’re resourceful. You don’t need to know every answer. You know how to research, test, troubleshoot, and find reliable answers when something unfamiliar lands in your queue.
You care about the person behind the ticket. A frustrated employee doesn’t need more jargon. You listen, stay patient, explain things in plain English, and help them feel supported while you solve the problem.
You take ownership. You don’t just close tickets. You follow through, communicate when something is taking longer than expected, and make sure the issue is actually resolved.
You like figuring things out. Not every problem comes with a knowledge-base article. You’re comfortable working through the unknown.
You look for the real fix. You’d rather fix the root of a problem than keep putting a band-aid on it. You notice recurring issues and look for ways to make things work better.
You bring a positive attitude. You communicate openly, assume good intent, and understand that a good working relationship goes both ways. Our employees treat our IT team with respect, and we expect that same approach from our team.
You value a healthy approach to work-life balance. We believe good work and a healthy work-life balance go hand in hand. Take care of yourself, manage your time well, and contribute to a positive and sustainable team.

What You’ll Bring

3+ years of Tier 2 or higher IT support experience
3+ years supporting and administering Microsoft 365 environments, including Entra ID, Outlook, Teams, SharePoint, and OneDrive
Experience troubleshooting beyond basic Tier 1 support
Strong working knowledge of Windows environments and experience supporting hardware and software
Experience managing multiple support requests and competing priorities
Strong customer service and communication skills, with the ability to work comfortably with non-technical users
Practical, analytical, and resourceful troubleshooting skills
Ability to work independently, take ownership, and know when to ask for help or escalate
Hands-on or field support experience is an asset
Experience in an MSP, multi-location, or varied IT environment is an asset
Ability to travel periodically throughout Southern Ontario
Post-secondary education in IT, IS, CS, or a related field is preferred, but not required

Nice to Have

Experience with any of the following is an asset:

Intune or other device management / MDM platforms
Microsoft security tools and concepts, including MFA and conditional access
SharePoint administration or document management
RMM platforms
IT security and endpoint management
Multi-location, multi-entity, or multi-brand organizations

Why Join Us?

You’ll be joining an organization where technology is actively evolving and where your work will have a visible impact.
This isn’t a role where you’ll be one technician among dozens working on a narrow piece of the environment. You’ll become a key point of contact for our employees, work through a wide variety of technical challenges, and have a hand in making the IT experience better for the people who rely on it every day.
Frontline support is the core of this role, but as you get to know our environment and demonstrate what you can do, there will be opportunities to contribute to broader infrastructure, security, systems, and technology initiatives.
We’re looking for someone who wants to do good work, enjoys figuring things out, and takes pride in being someone people can count on. If that sounds like you, we’d like to hear from you.

Working Conditions

Hybrid work environment with regular on-site presence
Occasional travel to company locations throughout Southern Ontario
Primarily office-based, hands-on technical support
Occasional after-hours on-call support for urgent or critical issues
Work may involve moving, setting up, and handling IT equipment, computers, monitors, and peripherals

Inclusivity & Accommodations

We want everyone to feel welcome and supported throughout our hiring process. We encourage applications from all qualified individuals. If you need accommodation at any stage of the recruitment process, please let us know. We’ll work with you to make sure you have what you need to participate fully.

Our Hiring Process

Every application is reviewed by our hiring team. We do not use artificial intelligence to screen, assess, or make hiring decisions as part of our recruitment process. We believe hiring is about getting to know the person behind the résumé.

Thank You for Applying

We appreciate the time and interest you’ve taken to apply. While we’d like to connect with everyone, only candidates selected to move forward in the process will be contacted.

Apply About employer

More about this job

Responsibilities

Provide day-to-day Tier 2 IT support across Microsoft 365, Windows and Apple devices, hardware, software, and user access, managing requests from intake through resolution. Support employee onboarding and offboarding, prioritize and communicate about issues, travel to company locations as needed, and contribute to IT security, procurement, and systems improvement initiatives.

Requirements

Candidates need at least three years of Tier 2 or higher IT support experience and at least three years supporting and administering Microsoft 365, including Entra ID, Outlook, Teams, SharePoint, and OneDrive. They should have strong Windows and hardware/software troubleshooting skills, effective customer service and communication abilities, and be able to manage competing priorities, work independently, and travel periodically; related post-secondary education is preferred but not required.

Skills

Tier 2 IT Support
Microsoft 365 Administration
Entra ID
Windows Support
Apple Device Support
Hardware Troubleshooting
Software Troubleshooting
User Access Management
Incident Triage
Customer Service
Technical Communication
Onboarding and Offboarding
Device Setup
Root Cause Analysis
Field Support
IT Security

Visa sponsorship

Not detected in the job text

Keywords

Microsoft 365
Entra ID
Outlook
Microsoft Teams
SharePoint
OneDrive
Windows
Apple Devices
Intune
Mobile Device Management
Microsoft Security Tools
Multi-Factor Authentication
Conditional Access
Remote Monitoring and Management
Endpoint Management
IT Security
Tier 2 Support
IT Service Requests
Incident Triage
Hardware Troubleshooting
Software Troubleshooting
User Access Management
Onboarding and Offboarding
Device Setup
Field Support
Root Cause Analysis
IT Procurement
Systems Improvement
Multi-Location IT Support
After-Hours On-Call Support

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