Job Title

Work Arrangement: Remote-first, with the option to work from our office in the Hintonburg area Salary: $70,000 $90,000, based on experience Who We Are We are an established Managed Service Provider with long-term clients weve worked with for many years. Our business has grown through trust and consistent delivery, not volume alone. We take pride in doing things properly, documenting thoroughly, and improving client environments every time we work on them. Our leadership team is handson and involved in daily operations. Leadership works alongside the technical team when needed. Mentoring and supporting team members is important to us, as is learning from one another. We value people who share knowledge, raise thoughtful concerns, and contribute ideas that help improve how we work. We work hard, but not at the expense of sustainability. Worklife balance and mental health are taken seriously. We are a close team looking for someone who wants to contribute, grow their skills, and be part of a company that genuinely cares about its people and its clients. What a Typical Day Looks Like No two days are identical, but a typical day often includes: You start by reviewing escalated tickets, alerts, and priorities. From there, you may work on complex issues involving Microsoft365, MicrosoftEntraID, virtualization platforms, or network infrastructure. You may help a helpdesk technician work through a challenging issue, update or improve documentation to make future support easier, or standardize parts of a client environment to improve consistency and reliability. Some of your time will be spent onboarding new clients, deploying services, improving internal tools, refining automation and scripting, and strengthening security across client environments. Some days are quiet and focused. Others require frequent task switching and clear prioritization. You should be comfortable handling both. What Youll Be Doing Acting as a senior escalation point for helpdesk technicians on more complex technical issues Monitoring, managing, and administering client and internal systems across cloud and onprem environments Supporting Microsoft365 environments and identity systems (MicrosoftEntraID) Working across hybrid environments that include both cloud and onprem infrastructure Leading or contributing to client onboarding, migrations, and technical project work Helping maintain consistency across client environments, configurations, and internal standards Creating and maintaining clear, useful documentation for the team Improving processes, automation, and workflows to reduce recurring issues Supporting and maintaining internal MSP systems and tools Participating in a shared afterhours oncall rotation Collaborating closely with the team to ensure highquality service delivery and strong client experience Taking ownership of complex issues through to resolution, including root cause analysis We are a cloudfirst MSP, so strong handson experience managing Microsoft365 environments is essential. At the same time, many of our clients operate in hybrid environments. You must be comfortable managing and troubleshooting both cloud and onprem infrastructure. This includes: Microsoft365 administration and troubleshooting SharePoint and Teams administration Hybrid identity concepts Active Directory and Group Policy Virtualization platforms Networking fundamentals and more advanced networking concepts What Were Looking For Required Minimum 3 years of handson experience in a production MSP environment, including escalationlevel support Strong systems administration experience in an MSP environment Strong handson experience administering Microsoft365 Strong experience with MicrosoftEntraID Experience supporting hybrid cloud and onprem environments Strong cybersecurity and security systems knowledge Good scripting ability both within RMM platforms and more generally Experience with PowerShell Experience using PSA and RMM tools in a realworld MSP environment Excellent troubleshooting, communication, and documentation skills You are someone who: Taskswitches effectively without losing track of details Thinks beyond the immediate fix and looks for longterm improvements Takes ownership and follows things through Is selfdriven but also a strong team player Proactively jumps in to help when needed Cares about clients and takes pride in your work Wants to learn, grow, and contribute to the team Relevant Tools and Platforms Other common MSP tools and vendors: Nable, Datto, Dell, Lenovo, 3CX, Yeastar, Barracuda, Bitdefender, CIPP Requirements MUST live permanently in the Ottawa / Gatineau area (this is a strict requirement) Must have a reliable vehicle for occasional onsite visits Must have a private, quiet, dedicated workspace at home Must be a Canadian citizen or permanent resident Bilingual English/French is an asset What We Offer Remotefirst work environment Optional access to our office in the Hintonburg area Minimum 3 weeks paid vacation Your birthday off Additional time off over the Christmas and New Years break Paid training and certification support Time during working hours for learning and development Bonuses for completed certifications Final Note This role is ideal for someone who enjoys being the person the team can rely on when things get more technical, more complex, or more critical. You will play an important role in strengthening our operations, supporting the team, improving systems, and helping us continue delivering highquality service to our clients. #J-18808-Ljbffr