IT Support Specialist

IT Support Specialist

Microsoft Technologies & Networking

Department: Information Technology

Reports To: IT Manager / IT Director

Employment Type: Full-Time

Location: On-site / Hybrid (Travel to customer sites required)

Job Summary

The IT Support Specialist is responsible for providing technical assistance and support to end users across the organization and at customer sites. This role focuses primarily on Microsoft-based environments, with additional responsibilities covering network infrastructure, wireless systems, and peripheral devices. The ideal candidate brings hands-on experience with Microsoft 365, Windows environments, and small-to-medium business networking equipment — including Ubiquiti UniFi systems — and thrives in a client-facing, multi-site support role.

Key Responsibilities

End-User Support

• Serve as the first point of contact for IT-related issues via phone, email, ticketing system, and in-person
• Diagnose and resolve hardware, software, and connectivity issues in a timely manner
• Escalate complex issues to Tier 2/3 support or vendors when appropriate
• Document all support requests and resolutions in the helpdesk ticketing system
• Travel to customer sites as needed to provide hands-on support

Microsoft 365 Administration

• Administer and support Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive, and Exchange Online
• Manage user accounts, licenses, and permissions in Microsoft 365 Admin Center
• Troubleshoot email delivery, calendar sharing, and collaboration tool issues
• Support Teams meetings, channels, and telephony integrations

Windows Desktop & Device Management

• Deploy, configure, and maintain Windows 10/11 workstations and laptops
• Manage devices using Microsoft Intune and/or Group Policy (GPO)
• Perform OS imaging, software deployment, and patch management via WSUS or Intune
• Support Microsoft Autopilot for device provisioning

Active Directory & Identity Management

• Create and manage user accounts, groups, and OUs in Active Directory (on-prem and/or Azure AD / Entra ID)
• Reset passwords, manage MFA enrollment, and enforce security policies
• Assist with Single Sign-On (SSO) and Conditional Access policy support

Security & Compliance

• Support SentinelOne antivirus/antimalware monitoring
• Educate users on phishing awareness and cybersecurity best practices
• Regularly read patch notes and follow security notices
• Participate in patching and vulnerability remediation efforts

Networking & Wireless Support

• Troubleshoot and support LAN/WAN connectivity issues including switches, routers, and firewalls
• Configure, deploy, and manage Ubiquiti UniFi network equipment including access points, switches, and gateways via the UniFi Network Controller/Console
• Diagnose and resolve WiFi performance issues including coverage gaps, interference, SSID configuration, and client connectivity problems
• Assist with basic VLAN configuration, DHCP, and DNS troubleshooting
• Perform basic structured cabling and patch panel work as needed
• Liaise with ISPs for circuit troubleshooting and service requests

Printer & Peripheral Support

• Install, configure, and troubleshoot network and local printers across various makes and models
• Manage print queues, drivers, and print server configurations
• Support multifunction devices (MFDs) including scan-to-email and scan-to-folder setup
• Troubleshoot peripheral devices including monitors, docking stations, webcams, and headsets

Infrastructure Support

• Provide basic support for on-premises Windows Servers and file shares
• Support VPN clients and remote access tools (e.g., Microsoft Always On VPN, Azure VPN)
• Assist with IT equipment procurement, inventory tracking, and asset management

Documentation & Continuous Improvement

• Write and maintain knowledge base articles, how-to guides, and SOPs
• Document network diagrams, configurations, and site-specific IT notes for customer environments
• Identify recurring issues and recommend long-term solutions
• Participate in IT projects, upgrades, and rollouts

Qualifications

Required

• 2+ years of experience in an IT support or helpdesk role
• Hands-on experience with Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Strong working knowledge of Windows 10/11 troubleshooting
• Familiarity with Active Directory and Azure AD / Entra ID
• General understanding of networking concepts: TCP/IP, DNS, DHCP, VLANs, subnetting
• Experience troubleshooting WiFi connectivity and wireless network issues
• Familiarity with network equipment including switches, routers, and access points
• Experience installing, configuring, and troubleshooting printers and peripherals
• Strong communication and customer service skills
• Valid Ontario Class G driver’s license (or higher) in good standing
• Successful completion of a criminal background check prior to employment

Preferred

• Hands-on experience with Ubiquiti UniFi equipment (access points, switches, gateways, UniFi Network Controller)
• Microsoft certifications: MD-102, MS-900, AZ-900, SC-900, or equivalent.
• Experience with Microsoft Intune and Endpoint Manager
• Exposure to PowerShell scripting for automation and administration
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice)
• Familiarity with other SMB networking platforms (e.g., Cisco Meraki, Fortinet, SonicWall)
• Actual experience is heavily preferred over certifications

Soft Skills & Competencies

• Strong analytical and problem-solving ability
• Ability to communicate technical concepts clearly to non-technical users
• Self-motivated with the ability to work independently and as part of a team
• Comfortable working directly with customers and end users in a professional manner
• Organized, detail-oriented, and able to manage competing priorities
• Calm and professional under pressure

Pre-Employment Requirements

Driver’s License: A valid Ontario Class G driver’s license or higher is required. The successful candidate must maintain a clean driving record throughout employment. A driver’s abstract may be requested.

Criminal Background Check: All offers of employment are conditional upon the successful completion of a criminal background check. Results will be reviewed in accordance with applicable Ontario and Canadian human rights legislation.

Working Conditions

• On-site, hybrid, or remote depending on organizational needs
• Regular travel to customer sites required; valid Ontario G license and reliable vehicle an asset
• May require occasional after-hours or weekend support for critical incidents or maintenance windows
• Light-to-moderate physical requirements: setting up workstations, running cables, mounting access points, racking equipment
• Typical business hours range from 0700 to 1700, with after hours, weekend work and overtime as needed.

Pay: $20.00-$25.00 per hour

Expected hours: No more than 44.0 per week

Work Location: In person