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

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

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