Senior IT/Telecom Manager leading engineering teams and strategic technology initiatives for CBC/Radio - Canada, Canada’s public broadcaster. Managing infrastructure, projects, procurement and technical standards.
About the role
- L2 Help Desk Specialist tackling complex technical challenges in remote work for diverse client environments. Collaborating with Level 1 technicians and contributing to system improvements.
Responsibilities
- Act as an escalation point for Level 1 technicians, resolving complex desktop, server, and network issues within SLA expectations
- Troubleshoot and support Microsoft environments, including Active Directory, Office 365, Azure/Entra ID, and Exchange Online
- Diagnose email and connectivity issues (SMTP, POP, IMAP, network-related problems)
- Support virtualization platforms such as VMware and Hyper-V
- Handle networking and security troubleshooting (TCP/IP, firewalls, access issues)
- Contribute to project work, including system migrations, cloud transitions, and infrastructure improvements
- Assist with backup and disaster recovery planning and execution for client systems
- Continuously identify opportunities to improve systems, processes, and client environments
Requirements
- 3+ years of hands-on IT support experience, ideally within an MSP or multi-client environment
- Strong technical foundation across Microsoft environments, including Active Directory (on-prem & Azure/Entra ID), Microsoft 365, and Exchange Online
- Proven experience in troubleshooting server, desktop, and network issues in a fast-paced support setting
- Solid understanding of virtualization technologies (VMware and/or Hyper-V)
- Working knowledge of networking fundamentals, including TCP/IP, firewalls, and security troubleshooting
- Experience with cloud platforms and modern endpoint management tools (Intune, Azure, O365 ecosystem)
- Familiarity with RMM, PSA tools, and system monitoring platforms
- Exposure to backup and disaster recovery processes across client environments
- Strong analytical and root-cause problem-solving skills, with the ability to manage and resolve escalated issues effectively
- Excellent communication skills with a client-first mindset, comfortable acting as a trusted technical point of contact
- A collaborative team player who can support and mentor Level 1 technicians when needed
- Highly organized, adaptable, and able to perform under pressure in a dynamic environment
Benefits
- Paid Time Off: Competitive vacation and personal days to maintain a healthy work-life balance
- Benefits Package: Medical, dental, and vision benefits to support your overall well-being
- RRSP Matching: Employer contributions to a group RRSP program, supporting your long-term financial security
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