Job Title

Senior Enterprise End User Support TechnicianLocation: Toronto, ONTAbout the RoleWe are seeking a senior-level, enterprise-experienced End User Support Technician to serve as the sole onsite IT support resource in a fast-paced, high-volume Toronto office. This role requires a confident, communicative professional who provides white glove, relationship-focused support and thrives under pressure with minimal supervision.The ideal candidate brings enterprise-level experience, strong technical depth, exceptional professionalism, and the ability to manage expectations using ITIL-driven processes.Key ResponsibilitiesDeliver onsite Tier 1 & Tier 2 desktop support with a white glove, customer-focused approachSupport and troubleshoot Windows 10/11, Office 365, Teams, SharePoint, Exchange, hardware, peripherals, and network printersProvide meeting room and AV support, including Crestron systems (experience preferred; training available)Perform break/fix troubleshooting for laptops, desktops, monitors, docking stations, and peripheralsLog, manage, and resolve incidents and requests in ServiceNow, following ITIL-aligned workflowsServe as the primary IT presence in the Toronto officemanaging expectations, enforcing process, and delivering exceptional customer serviceWork closely with remote IT teams across multiple regions to ensure consistency in support and alignment with enterprise standardsHandle a high volume of requests, balancing shifting priorities while remaining calm and professionalOperate independently, making sound decisions and escalating when appropriateMaintain clear, courteous communication with users at all levelsexecutives, managers, and staffRequirementsMust HaveSenior-level desktop or service desk experience supporting enterprise environmentsBackground in corporate, structured IT environments (not suitable for small-shop or unstructured experience)Strong knowledge of ITIL processes; ITIL certification preferredHands-on experience with:ServiceNowActive Directory (password resets, group management, account administration)Exchange / O365 administrationSharePoint supportWindows 10/11 troubleshootingNetwork printers & printing workflowsConfidence to set boundaries, enforce processes, and communicate effectivelyAbility to work onsite daily as the sole onsite IT resourceExperience supporting high-pressure, fast-paced office environmentsAV and meeting room support experience; Crestron strongly preferredExcellent communication skills and a customer-first mindsetAbility to juggle multiple priorities with calm and composureNice to HaveCompTIA A+, ITIL, or other relevant certificationsExperience in large enterprise or high-volume support settings