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Added 1 month ago
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Entry Level HR
Actalent
Montreal, QC
- Temporary
The Customer Support Associate (CSA) is responsible for ensuring our customers – including but not limited to contract employees, clients, field offices, program offices, and alternative…
Added 1 month ago
SW
Part-Time Sales Associate - Stuart Weitzman
Stuart Weitzman
Richmond, BC
- $18.25 to $19 CAD / hour
- Part-time
Stay current with the market competition, fashion trends, and client shopping behaviors.
Added 1 month ago
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Tier Two Technical Support
WaterlooIT
Kitchener, ON
- Full-time
WaterlooIT is a dynamic and client-focused Managed Service Provider committed to delivering exceptional IT support to our valued clients. We prioritize customer service and continuous…
Added 1 month ago
Associate Veterinarian - Exceptional Work-Life Balance in Beautiful Elmvale, Ontario
VetStrategy / Daubigny
Elmvale, ON
A commitment to providing exceptional patient care and client service.
Added 1 month ago
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Product Advisor - MINI Langley
OpenRoad Auto Group
Langley (District), BC · Langley, British Columbia
- Full-time
Provide exceptional customer service by determining each prospective client’s vehicle needs by asking questions and listening.
Added 1 month ago
NB
Associate Director or Director
National Bank of Canada
Montreal, QC
- Full-time
A career as an Associate Director or Director, Business Integrator on the New Products and Activities team at National Bank of Canada Capital Markets means acting as a strategic partner in…
Added 1 month ago
HI
Commercial Lines Account Assistant
HUB International
Toronto, ON
- Full-time
An ideal candidate for this position will be someone who prides themselves on their top notch client service. This role will be ideal for someone who is highly organized with strong…
Added 1 month ago
HI
Commercial Lines Account Associate, Complex Risks Unit
HUB International
Toronto, ON
- Full-time
We’re looking for a strong Commercial Account Associate, Complex Risks to support our Commercial Lines Insurance accounts in Toronto. This role involves working closely with the Assistance…
Added 1 month ago
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Virtual Assistant - Remote Executive Support
Zirtual
Remote, Canada
- Contract
- Remote
…proactive, and high-quality support that meets and exceeds client…
Added 1 month ago
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Part-Time Sales Associate - Stuart Weitzman
Caleres
Richmond, BC
- Part-time
Stay current with the market competition, fashion trends, and client shopping behaviors.
Added 1 month ago
BD
24-Sales Associate
Bain Dépôt
Oakville, ON
- Part-time
…mile to meet sales goals while delivering exceptional customer service and building lasting client…
Added 1 month ago
SK
Regional Manager, Residential Operations
Sterling Karamar Property Management
Toronto, ON
- $100,000 to $115,000 CAD / year
- Full-time
Works collaboratively with the Associate Vice President, Residential Operations, on meeting the financial, operational and cultural objectives for the client, residents and team members.
Added 1 month ago
MJ
PT Sales Associate - Square One
Marc Jacobs
Mississauga, ON
- Part-time
Marc Jacobs International, powered by the creative genius of Marc Jacobs, seeks a Sales Associate to join its Square One location in Mississauga, Ontario. As a Sales Associate at Marc…
Added 1 month ago
EC
Event Technical Lead- Fairmont Lake Louise
Encore Canada
Lake Louise, AB
- Full-time
Provides excellent service and strive to exceed the expectations and needs of internal and external customers.
Added 1 month ago
Product Analyst
Konrad
Toronto, ON
This role is part of our Digital team, where your internal title would be Associate, Digital; working primarily in a product analysis capacity across client engagements.
Added 1 month ago
Store Associate
Sherwin-Williams
Brampton, ON
…to promptly resolve any customer concerns and ensure maximum client satisfaction as well as stay up-to-date with product features and maintain the high quality and visual standards of the…
Added 1 month ago
Associate, Personal Insurance
Acera Insurance Services Ltd.
Fort McMurray, AB
Your knowledge and experience in personal insurance combined with your attention to detail and customer service focus are the keys to success in the role of Personal Insurance Associate.…
Added 1 month ago
RA
Mail & Document Processing Associate
Recrute Action
Toronto, ON · Scarborough, Ontario
- Contract
Join an exciting opportunity in the sector of printing for our client and contribute to the efficient management of information, documents, and operational workflows. Working in a…
Added 1 month ago
IR
Associate - Corporate Commercial
Impact Recruitment
AB · Edmonton, AB
- Full-time
…Edmonton market to recruit a talented Corporate/Commercial Associate (4–6 year call) to join their growing…
Added 1 month ago
MI
Junior Associate Director, Business Data Office, Client Onboarding Solutions
MUFG Investor Services
Halifax, NS
- Full-time
…existing clients/funds to MUFG’s platform ensuring excellent client service and adherence to MUFG policies and procedures…
Added 1 month ago
TH
Systems Analyst III
TELUS Health
Toronto, ON
- Full-time
…have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of…
Added 1 month ago
T
Personal Banking Associate - St-Laurent, St-Louis (full-time)
TD
Montreal, QC
- Full-time
…with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or prospective TD…
Added 1 month ago
HR
Sales Associate - Skims
Holt Renfrew
Toronto, ON
- Full-time
The Sales Associate develops deep, long lasting relationships with customers that lead to an increase in sales, service, and loyalty. Sales Associate compensation is commission-based and is…
Added 1 month ago
MI
Junior Associate Director, Business Data Office, Client Onboarding Solutions
MUFG Investor Services
Halifax, NS
- Full-time
…existing clients/funds to MUFG’s platform ensuring excellent client service and adherence to MUFG policies and procedures…
Added 1 month ago
HR
Sales Associate - Skims
Holt Renfrew
Toronto, ON
- Full-time
The Sales Associate develops deep, long lasting relationships with customers that lead to an increase in sales, service, and loyalty. Sales Associate compensation is commission-based and is…

WaterlooIT

Tier Two Technical Support

Kitchener, ON, Canada

Full-time

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Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Mar 21, 2027
Experience: You have less than 5 years of relevant IT support experience.
Posting language: English
Posted: Sep 22, 2026

Original job description

Company Overview:

WaterlooIT is a dynamic and client-focused Managed Service Provider committed to delivering exceptional IT support to our valued clients. We prioritize customer service and continuous improvement, ensuring that our team members grow alongside the business while consistently exceeding client expectations.

Position Summary

Please note: This posting is not for a defined vacancy; however, we continuously seek strong talent and are willing to build an opportunity around the right candidate.

We welcome applications from skilled Tier Two Technicians who are passionate about delivering high-quality support. At WaterlooIT, Tier Two Technicians serve as the final point of escalation, handling complex configurations, recurring issues, and advanced problem resolution. The ideal candidate demonstrates a strong commitment to customer service, takes a proactive approach to troubleshooting, and is eager to continuously develop their technical expertise while contributing to the team’s overall success. This position plays a vital role in delivering timely, professional, and high-quality IT support to our clients.

Key Responsibilities

Customer Service First: Prioritize customer service, ensuring all interactions are friendly, respectful, and solution-oriented.

Critical Thinking: Apply strong analytical and problem-solving skills to diagnose and resolve complex technical issues efficiently.

Ticket Management:

Answer incoming phone calls promptly and professionally.
Work on assigned tickets, ensuring timely resolution.
Ability to go onsite to clients.
Log at least 7 hours of productive time daily on ticketing activities.
Review and update every assigned ticket daily.
Follow established company procedures to adhere to quality standards.

Continuous Improvement:

Actively seek opportunities for self-improvement and skill development.
Contribute to the teams’ success by sharing knowledge and supporting colleagues.
Embrace feedback and demonstrate a willingness to enhance processes and workflows.

Qualifications

Technical Skills:

Minimum 5 years of experience troubleshooting hardware, software, and network issues, preferably within an MSP environment (2+ years at the Tier One level and 2+ years at the Tier Two or higher level).
Proven experience configuring and maintaining network equipment (switches, routers, firewalls).
Strong understanding of managing Microsoft environments, including Windows OS, Office 365, and Active Directory.
Experience with Microsoft 365 administration (Exchange Online, SharePoint, Teams, and compliance/security).
Familiarity with Cloud and virtualization environments (Azure, Hyper-V, VMware).
Experience with remote monitoring and management (RMM) and ticketing systems.
Understanding of cybersecurity fundamentals, including MFA, EDR, and firewall management.
Bonus: Experience automating or scripting routine tasks (e.g., PowerShell).
Bonus: Experience mentoring Tier One technicians.

Certifications:

CompTIA Network+
CompTIA Security+
Microsoft Azure Administrator Associate (AZ-104)
Microsoft Modern Desktop Administrator (MD-102)
Firewall certification (stack-specific)

Soft Skills:

Excellent communication skills, with a strong customer service orientation.
Ability to multitask and manage time effectively.
Attention to detail and the ability to follow detailed checklists.
Self-motivated and able to work independently as well as in a team environment.

Why Join WaterlooIT?

Supportive and growth-oriented work environment.
Opportunities for professional development and training.
Competitive salary and benefits package.

To Apply:

If you are passionate about IT support, dedicated to customer service, and eager to contribute to a growing team, we encourage you to apply. Please include a cover letter with your application to be considered for this role.

Do not Apply If:

You are unable to commute - This is an in-office role.
You do not have valid transportation for client onsite visits as required.
You have less than 5 years of relevant IT support experience.
You are not comfortable working in a fast-paced environment where critical thinking and self-motivation are essential.
You are unable to commit to logging 7 hours of productive ticket management time daily.

Please Note: This advertisement provides a general overview and is not a comprehensive job description. The specific responsibilities will be customized based on the skills and strengths of the successful candidate. Compensation will be commensurate with relevant experience and certifications.

Apply About employer

More about this job

Responsibilities

The Tier Two Technician serves as the final point of escalation for complex technical issues and manages ticket resolution while maintaining high customer service standards. They are responsible for diagnosing hardware, software, and network problems and must be available for onsite client visits.

Requirements

Candidates must have a minimum of 5 years of IT support experience, including specific expertise in Microsoft environments, networking, and cloud technologies. Professional certifications such as CompTIA Network+, Security+, and Microsoft Azure Administrator are highly preferred.

Skills

Technical support
Troubleshooting
Network configuration
Windows OS
Office 365
Active Directory
Microsoft 365 administration
Azure
Hyper-V
VMware
RMM
Ticketing systems
Cybersecurity
PowerShell
Mentoring
Customer service

Benefits

Professional development
Training opportunities
Competitive salary
Benefits package

Visa sponsorship

Not detected in the job text

Keywords

Managed Service Provider
Tier Two Support
Hardware
Software
Network
Switches
Routers
Firewalls
Windows OS
Office 365
Active Directory
Exchange Online
SharePoint
Teams
Azure
Hyper-V
VMware
RMM
Ticketing
Cybersecurity
MFA
EDR
PowerShell
CompTIA Network+
CompTIA Security+
AZ-104
MD-102
Troubleshooting
Escalation
Customer Service

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