Senior IT Support Techncian

  • Location

    Toronto, Canada

  • Sector:

    IT Support & Tech

  • Contact:

    Tavia Delisser

  • Job ref:


  • Published:

    5 months ago

  • Duration:


  • Expiry date:


  • Startdate:


Job Title: Technical Support – Level 2

Type: Contract to Permanent

Location: Markham, ON

Duration: 3 Months (possibility of going permanent 3-month after start date)

Start Date: Immediate or August 30, 2021

End Date: December 3, 2021

Days/Hours: Monday to Friday/ 8:00 AM to 4:00 PM

Hours/Week: 40

Pay Rate: $24.00/hour

*Double vaccination is a requirement for this role.

Position Summary
The successful candidate will participate in all aspects of the network, telephony, and IT operations and infrastructure. The position will:

  • Coordinate with IT provider on all office equipment and support services
  • Manage vendors and third-party providers, as necessary
  • Lead operational and support projects (independently or with IT provider)
  • Provide day-to-day technical support to all firm members
  • Keep current with industry trends
  • Provide after-hours support, as required (with IT provider)


Duties and Responsibilities


  • First point of contact to all firm members. Answers technical and software requests received by phone, email or in person
  • Possess specialist knowledge of operating systems, devices, applications and software
  • Create and maintain written documentation as it relates to IT procedures and solutions
  • Use expertise to troubleshoot and resolve IT issues as they relate to all firm supported software, hardware, PDA’s, peripherals and network connectivity
  • Be responsible for IT related to the entrance and exit of members of the firm
  • Support mobile devices (Blackberry Android or other)
  • Deliver regular and customized training to members of the firm
  • Facilitate and participate in marketing initiatives that require IT input and participation
    • Contacts management (ContactEase)
    • Website management (Word Press)
    • Certain events, etc.
  • Provide after hours and weekend user support, as required.

Vendor Relationships

  • Coordinate with IT Provider on all office equipment and support services
  • Monitor and manage third party ticketing system
  • Develop and/or manage relationships with key vendors and service providers
  • Work with vendors to prepare maintenance plans and upgrading schedules for the firm’s systems


  • Assist with special projects as required
  • Other duties as assigned


  • College diploma in Information Technology or a certificate in a related field
  • Excellent technical and analytical skills
  • Ability to learn new technologies, software, and processes quickly
  • Knowledge of Windows 10 Operating System
  • Knowledge of Microsoft O365 and Office 2016/2019 Suites
  • Knowledge of Microsoft Server Standard 2016/2019
  • Some Knowledge of SQL a plus
  • Knowledge of VMware, set up and maintenance of virtual servers (virtualization and automation)
  • Knowledge of Veeam Back up software a plus
  • Knowledge and understanding of Firewalls and Security
  • Knowledge of Networking and routing skills familiar with different types of networks and architectures
  • Knowledge of Hardware and Infrastructure (be aware of major network hardware and software vendors)
  • Knowledge of DNS
  • Knowledge of the following programs/software would be an asset: Citrix, ContactEase, Word Press, Eventbrite, QuickJump, MessageSave, EZDetach, Avaya IP Office (telephone system)


A successful candidate:

  • Communicates in a clear, direct, professional manner and good customer relations
  • Provides exceptional client service
  • Possesses excellent troubleshooting skills - a solutions provider
  • Resolves day-to-day issues independently, escalating issues where appropriate
  • Demonstrates high level of organization
  • Manages multiple priorities with ease
  • Maintains a high level of accuracy and attention to detail
  • Meets tight deadlines
  • Is motivated to continue on-going learning of new programs/software in a fast-paced environment
  • Contributes to the firm by working efficiently and identifying ways to improve processes
  • Works independently as well as within a team environment
  • Is flexible with regards to hours during busy periods to meet the demands of the role
  • Demonstrates a high degree of discretion and confidentially, essential to this role
  • Strong documentation skills
  • Good analytical and troubleshooting skills