IT Help Desk - Level 2

Infoware Canada Inc. - Toronto, ON (12 months ago)

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Are you the stand-out, one-in-a-million technician who defines amazing customer service? We've been told what we're looking for doesn't exist, but we know it does... we just haven't met you yet.

If you’re the person we’re looking for, you’ll enjoy:

  • Working hands-on with a wide variety of clients with varying levels of technical expertise,
  • Balancing your cheerful client-facing interactions with superb problem-solving skills,
  • Prioritizing pro-active support and solution implementation,
  • You thrive in high-energy, fast-paced environment with a dynamic team.

The customer service aspect of this job is more prevalent than in other MSP Support positions, as our business model depends on building and maintaining rapport with all of our clients’ end users.

If this sounds like it’s up your alley, then we want to hear from you!

Our Company

Infoware is a leading Managed IT Services Provider to law firms and other professional organizations in the Greater Toronto Area, and has been in business for over 30 years. We have a deep understanding of the technology needs of law firms and the software applications they rely on to run their practice.

Our Culture

We are passionate about delivering customer success through service excellence. While our work environment is business casual, our team consists of individuals who take accountability and go above and beyond to execute on objectives. Like any organization, we sometimes encounter issues, but when they happen we don’t point fingers at people but rather at the problem and focus on satisfaction and success. We are a flat organization. We like to have fun together. Everyone unloads the dishwasher including our CEO.

Duties & Responsibilities

The successful candidate will be responsible for server builds, configurations,patch management, system optimization, backups, hardware upgrades, software installations, software upgrades, helping with proposals, among other tasks and will apply established IT best practices, policies, and procedures.

The successful candidate will have a thorough and detailed understanding of Microsoft Server environment including Active Directory, DNS, DHCP, GPO, IIS,Exchange, SQL, SharePoint, RAID, VPN, RDS, etc.

In addition,the successful candidate:

  • Must possess proven customer service skills and the ability to self-manage their time,
  • Will be taking escalated issues from, and provide guidance to, junior technicians,
  • Is capable of building rapport with clients in an MSP environment,
  • Can provide meaningful and impactful solutions and recommendations for clients’environments,
  • Is able to compose independent research to reach a solution to any issues that arise,
  • Is able to comply with MSP policies and standard environments,
  • Is able to complete projects with little outside direction or supervision,
  • Is able to work under pressure with tight deadlines,
  • Possesses a high degree of motivation,
  • Can maintain the health and functionality of clients’ IT infrastructure,
  • Possess analytical and troubleshooting skills with a focus on root-cause analysis to prevent recurring issues


  • Community college diploma or university degree in a related field
  • 5-7 years of experience in a Microsoft server environment, with at least 4 years of which having performed as a Systems Administrator in a complex enterprise environment
  • Microsoft Certifications

Technologies we use:

  • Microsoft Office 365 and Azure
  • Windows Server 2008 and newer
  • Exchange 2010 and newer
  • TCP/IP Networking
  • LAN and WAN Technologies
  • Virtualization (Hyper-V, VMware)
  • Storage (SAN, NAS)
  • Remote Access (RDS, Citrix)
  • Firewalls (FortiGate, SonicWall)
  • Backup Solutions (Datto, Veeam, Veritas Backup Exec)
  • MS Office 2010 and newer
  • Windows 7 and newer
  • Desktop and Notebook configuration
  • iOS,Android and Blackberry mobile devices
  • PCLaw, Lighthouse, Amicus, Dictation Software
  • Document Management Systems
  • ConnectWise

Job Type: Full-time

Salary: $45,000.00 to $55,000.00 /year


  • MSP: 2 years (Preferred)


  • Toronto, ON (Required)


  • English (Required)