Tier 1 Support Technician

About the role

Why you’ll like working here

• Full-time, permanent role with a competitive compensation plan and full benefits
• In-office position in Kitchener, ON (hands-on support and team collaboration)
• Work with Microsoft 365, Azure/Entra ID, endpoint support, and security-related tickets
• Supportive, fast-moving team culture that values learning, documentation, and great customer service

Reporting to the Technology Manager, the Tier 1 IT Support Technician is the first point of contact for internal users and Franchise Owners. You’ll triage and assign incoming tickets, resolve day-to-day technical issues, and help keep our Microsoft 365 environment and end-user technology running smoothly.

You’re detail-oriented, calm under pressure, and enjoy solving technical problems. You communicate clearly, document your work well, and take pride in delivering a great support experience.

What you’ll do

• Act as the first point of contact for IT support; manage, triage, and assign incoming helpdesk tickets
• Resolve day-to-day issues across Microsoft 365 apps, desktop applications, user access, and general troubleshooting
• Handle security-related tickets such as phishing reports, alerts, and access concerns
• Troubleshoot internet and network connectivity issues
• Troubleshoot printers, scanners, and other end-user hardware
• Document issues and resolutions clearly to build repeatable support knowledge
• Support cross-functional IT projects and contribute to improving policies, procedures, and best practices
• Complete basic reporting and data tasks as needed

What you bring (requirements)

Must-have

• 3+ years of IT support/helpdesk experience (required)
• Strong troubleshooting skills across Windows desktops, hardware, and common business applications
• Experience supporting Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint, etc.) and managing user accounts/licenses
• Excellent communication, customer service, and documentation skills
• Ability to manage multiple priorities in a fast-paced environment
• Post-secondary education in IT/Computer Science or equivalent practical experience

Nice-to-have (assets)

• Azure and Microsoft Entra ID (Azure AD)
• Intune, PowerShell
• Salesforce
• Ticketing/RMM/security tools such as Freshworks, ConnectWise, SuperOps, and Huntress

Travel: Occasional travel (domestic and international) may be required for work or training.

What you’ll get

• Competitive compensation and a full benefits package
• A collaborative in-office environment with hands-on learning and support
• A supportive culture that values recognition, feedback, and continuous improvement
• A highly engaged, knowledgeable, and collaborative team

About InsureLine Marketing Inc.

At InsureLine Marketing Inc., we’re a team of people who share a strong desire to serve. We’re committed to building an inclusive workplace where people feel they belong, do their best work, and support one another’s success.

Job details

• Job type: Full-time, permanent
• Schedule: Monday to Friday
• Location: Kitchener, Ontario (in-office)
• Experience: 3+ years IT support/helpdesk (required)
• Casual dress
• Company events
• Dental care
• Disability insurance
• Extended health care
• Paid time off

Job Type: Full-time

Pay: $50,000.00-$60,000.00 per year

Benefits

• Casual dress
• Company events
• Dental care
• Paid time off

Experience

• IT support: 3 years (required)

Language:

• Fluent English (required)

Location:

• Kitchener, ON N2P 2G1 (required)

Work Location: In person