L3 Support Desk Technician, Senior IT Generalist (MSP)

Location
Kitchener, ON, Hybrid

Role Overview

You are a senior technician who thrives in a fast-moving service desk environment. You handle real client issues every day, not just edge cases. You respond, troubleshoot, fix, document, and move on to the next problem without losing quality.

This role is part of our main Service Desk team. The work is primarily reactionary client support, with the expectation that you apply senior-level thinking to every ticket you touch.

You are trusted to do things correctly the first time.

What You Will Do

You will:

• Respond to client service requests and incidents as part of the Service Desk
• Troubleshoot and resolve complex issues across cloud, server, network, and endpoint systems
• Execute and support on-prem to Microsoft 365 mail migrations
• Support Microsoft cloud environments and identity systems
• Assist clients with MFA rollout, troubleshooting, and adoption
• Support Apple, Windows, and mobile environments
• Maintain accurate, detailed ticket updates and documentation
• Follow and enforce IT best practices consistently
• Go to client offices if required

Technical Expertise Required

You must be highly skilled in:

• Microsoft 365, Office 365, Entra ID, Azure
• Windows Server, Active Directory, DNS
• On-prem to Microsoft 365 email migrations
• SharePoint, OneDrive, Google Workspace
• MFA systems and client support
• Firewalls, switches, routers, Cisco and Meraki equipment
• Enterprise and SMB WiFi systems
• File servers and storage
• macOS, iOS, iPhone, iPad
• Android devices

You are expected to understand the root cause, not just the symptoms.

Service Desk Expectations

You:

• Keep tickets updated in real time
• Document clearly and consistently
• Leave environments better than you found them
• Communicate clearly with clients by phone and in person
• Manage your time and priorities without constant oversight

If you dislike documentation or ticket hygiene, this role is not a fit.

Experience Profile

• Senior-level IT experience required
• Prior MSP experience strongly preferred
• Broad generalist skill set with deep hands-on experience

Professional Mindset

You:

• Are curious and driven to figure things out
• Test changes before deploying them
• Care about standards, structure, and best practices
• Take ownership of your work and your communication

Having a home lab is an asset. We can help you build one.

What We Offer

• Competitive compensation
• Benefits package
• Paid time off
• A team that values doing things properly

Hiring Process Notice
AI-based tools will be used to assist in screening and evaluating candidates as part of our hiring process.