Job Title

Senior Enterprise End User Support Technician Location: Toronto, ONT About the Role We 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 Responsibilities Deliver onsite Tier 1 & Tier 2 desktop support with a white glove, customer-focused approach Support and troubleshoot Windows 10/11, Office 365, Teams, SharePoint, Exchange, hardware, peripherals, and network printers Provide meeting room and AV support , including Crestron systems ( experience preferred; training available ) Perform break/fix troubleshooting for laptops, desktops, monitors, docking stations, and peripherals Log, manage, and resolve incidents and requests in ServiceNow , following ITIL-aligned workflows Serve as the primary IT presence in the Toronto officemanaging expectations, enforcing process, and delivering exceptional customer service Work closely with remote IT teams across multiple regions to ensure consistency in support and alignment with enterprise standards Handle a high volume of requests , balancing shifting priorities while remaining calm and professional Operate independently, making sound decisions and escalating when appropriate Maintain clear, courteous communication with users at all levelsexecutives, managers, and staff Requirements Must Have Senior-level desktop or service desk experience supporting enterprise environments Background in corporate, structured IT environments (not suitable for small-shop or unstructured experience) Strong knowledge of ITIL processes ; ITIL certification preferred Hands-on experience with: ServiceNow Active Directory (password resets, group management, account administration) Exchange / O365 administration SharePoint support Windows 10/11 troubleshooting Network printers & printing workflows Confidence to set boundaries , enforce processes, and communicate effectively Ability to work onsite daily as the sole onsite IT resource Experience supporting high-pressure, fast-paced office environments AV and meeting room support experience; Crestron strongly preferred Excellent communication skills and a customer-first mindset Ability to juggle multiple priorities with calm and composure Nice to Have CompTIA A+ , ITIL, or other relevant certifications Experience in large enterprise or high-volume support settings