Location: Ottawa / Gatineau Area

Work Arrangement: Remote-first, with the option to work from our office in the Hintonburg area

Salary: $70,000 – $90,000, based on experience

Who We Are

We are an established Managed Service Provider with long-term clients we’ve worked with for many years. Our business has grown through trust and consistent delivery, not volume alone. We take pride in doing things properly, documenting thoroughly, and improving client environments every time we work on them.

Our leadership team is hands-on and involved in daily operations. Leadership works alongside the technical team when needed. Mentoring and supporting team members is important to us, as is learning from one another. We value people who share knowledge, raise thoughtful concerns, and contribute ideas that help improve how we work.

We work hard, but not at the expense of sustainability. Work-life balance and mental health are taken seriously. We are a close team looking for someone who wants to contribute, grow their skills, and be part of a company that genuinely cares about its people and its clients.

What a Typical Day Looks Like

No two days are identical, but a typical day often includes:

You start by reviewing escalated tickets, alerts, and priorities. From there, you may work on complex issues involving Microsoft 365, Microsoft Entra ID, virtualization platforms, or network infrastructure.

You may help a helpdesk technician work through a challenging issue, update or improve documentation to make future support easier, or standardize parts of a client environment to improve consistency and reliability.

Some of your time will be spent onboarding new clients, deploying services, improving internal tools, refining automation and scripting, and strengthening security across client environments.

Some days are quiet and focused. Others require frequent task switching and clear prioritization. You should be comfortable handling both.

What You’ll Be Doing

· Acting as a senior escalation point for helpdesk technicians on more complex technical issues

· Monitoring, managing, and administering client and internal systems across cloud and on-prem environments

· Supporting Microsoft 365 environments and identity systems (Microsoft Entra ID)

· Working across hybrid environments that include both cloud and on-prem infrastructure

· Leading or contributing to client onboarding, migrations, and technical project work

· Helping maintain consistency across client environments, configurations, and internal standards

· Creating and maintaining clear, useful documentation for the team

· Improving processes, automation, and workflows to reduce recurring issues

· Supporting and maintaining internal MSP systems and tools

· Participating in a shared after-hours on-call rotation

· Collaborating closely with the team to ensure high-quality service delivery and strong client experience

· Taking ownership of complex issues through to resolution, including root cause analysis

Cloud First, But Not Cloud Only

We are a cloud-first MSP, so strong hands-on experience managing Microsoft 365 environments is essential.

At the same time, many of our clients operate in hybrid environments. You must be comfortable managing and troubleshooting both cloud and on-prem infrastructure.

This includes:

· Microsoft 365 administration and troubleshooting

· Microsoft Entra ID

· Exchange Online

· SharePoint and Teams administration

· Hybrid identity concepts

· Windows Server environments

· Active Directory and Group Policy

· Virtualization platforms

· Networking fundamentals and more advanced networking concepts

What We’re Looking For

Required:

· Minimum 3 years of hands-on experience in a production MSP environment, including escalation-level support

· Strong systems administration experience in an MSP environment

· Strong hands-on experience administering Microsoft 365

· Strong experience with Microsoft Entra ID

· Experience supporting hybrid cloud and on-prem environments

· Strong cybersecurity and security systems knowledge

· Good scripting ability both within RMM platforms and more generally

· Experience with PowerShell

· Experience using PSA and RMM tools in a real-world MSP environment

· Excellent troubleshooting, communication, and documentation skills

You are someone who:

· Can manage a fast-paced, interrupt-driven environment

· Task-switches effectively without losing track of details

· Thinks beyond the immediate fix and looks for long-term improvements

· Takes ownership and follows things through

· Is self-driven but also a strong team player

· Proactively jumps in to help when needed

· Cares about clients and takes pride in your work

· Wants to learn, grow, and contribute to the team

Relevant Tools and Platforms

· RMM: NinjaOne, ConnectWise

· PSA: HaloPSA, ConnectWise

· Documentation: Hudu, IT Glue, Scribe

· Networking: Ubiquiti, Meraki, Cisco

· Security: MDR, EDR

· Other common MSP tools and vendors: N-able, Datto, Dell, Lenovo, 3CX, Yeastar, Barracuda, Bitdefender, CIPP

Requirements

· MUST live permanently in the Ottawa / Gatineau area (this is a strict requirement)

· Must have a reliable vehicle for occasional on-site visits

· Must have a private, quiet, dedicated workspace at home

· Must be a Canadian citizen or permanent resident

· Bilingual English/French is an asset

What We Offer

· Salary: $70,000 – $90,000

· Remote-first work environment

· Optional access to our office in the Hintonburg area

· Minimum 3 weeks paid vacation

· Your birthday off

· Stat holidays

· Additional time off over the Christmas and New Year’s break

· Comprehensive benefits package

· Paid training and certification support

· Time during working hours for learning and development

· Bonuses for completed certifications

Final Note

This role is ideal for someone who enjoys being the person the team can rely on when things get more technical, more complex, or more critical.

You will play an important role in strengthening our operations, supporting the team, improving systems, and helping us continue delivering high-quality service to our clients.

Pay: $70,000.00-$90,000.00 per year

Benefits

• Dental care
• Mileage reimbursement
• Paid time off
• Vision care
• Work from home

Work Location: Hybrid remote in Ottawa, ON