IT Helpdesk Technician (Level 1 & 2)
We are a growing Managed Service Provider (MSP) looking for a motivated IT Helpdesk Technician to join our overnight support team. You will be the first and second line of defense for our clients, resolving technical issues efficiently and professionally.
Schedule
Schedule: Monday – Friday, 9:00 PM – 6:00 AM (Night Shift)
Language Requirement
English Proficiency: Strong written and spoken English is mandatory. You will be communicating directly with English-speaking clients via phone, email, and chat on a daily basis.
Responsibilities
• Serve as the first point of contact for client IT support requests via phone, email, and ticketing system
• Diagnose and resolve hardware, software, and network issues for end users (Level 1 & 2)
• Troubleshoot Windows OS, Microsoft 365, Active Directory, and common business applications
• Manage and resolve tickets within SLA timeframes using PSA tools (e.g., ConnectWise, Autotask, HaloPSA)
• Remotely access and support client workstations using RMM tools (e.g., NinjaRMM, Datto, N-able)
• Perform basic network troubleshooting including DNS, DHCP, VPN, and connectivity issues
• Escalate complex issues to senior engineers when appropriate, with thorough documentation
• Assist with user onboarding/offboarding, password resets, MFA setup, and account management
• Document all work performed clearly and accurately in the ticketing system
• Monitor client infrastructure alerts and respond proactively to prevent downtime
Requirements
• 1–3 years of IT helpdesk or technical support experience, preferably in an MSP environment
• Solid understanding of Windows 10/11, Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
• Experience with Active Directory / Azure AD user and group management
• Familiarity with PSA and RMM tools
• Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, firewalls
• Experience with backup solutions (e.g., Veeam, Datto, Acronis) is a plus
• Knowledge of cybersecurity best practices (MFA, endpoint protection, phishing awareness)
• Strong written and spoken English — non-negotiable
• Ability to work independently and manage multiple tickets simultaneously during overnight hours
• Reliable internet connection and a quiet, professional work environment
Nice to Have
• CompTIA A+, Network+, or Microsoft certifications
• Experience supporting Canadian or North American clients
• Familiarity with macOS support
• Basic scripting knowledge (PowerShell)
What We Offer
• Competitive salary based on experience
• Stable, long-term position
• Exposure to a diverse range of MSP clients and technologies
• Supportive team environment with room to grow
- To apply, please send your CV and a brief cover letter in English.
We are a growing Managed Service Provider (MSP) looking for a motivated IT Helpdesk Technician to join our overnight support team. You will be the first and second line of defense for our clients, resolving technical issues efficiently and professionally.
Schedule
Schedule: Monday – Friday, 9:00 PM – 6:00 AM (Night Shift)
Language Requirement
English Proficiency: Strong written and spoken English is mandatory. You will be communicating directly with English-speaking clients via phone, email, and chat on a daily basis.
Responsibilities
• Serve as the first point of contact for client IT support requests via phone, email, and ticketing system
• Diagnose and resolve hardware, software, and network issues for end users (Level 1 & 2)
• Troubleshoot Windows OS, Microsoft 365, Active Directory, and common business applications
• Manage and resolve tickets within SLA timeframes using PSA tools (e.g., ConnectWise, Autotask, HaloPSA)
• Remotely access and support client workstations using RMM tools (e.g., NinjaRMM, Datto, N-able)
• Perform basic network troubleshooting including DNS, DHCP, VPN, and connectivity issues
• Escalate complex issues to senior engineers when appropriate, with thorough documentation
• Assist with user onboarding/offboarding, password resets, MFA setup, and account management
• Document all work performed clearly and accurately in the ticketing system
• Monitor client infrastructure alerts and respond proactively to prevent downtime
Requirements
• 1–3 years of IT helpdesk or technical support experience, preferably in an MSP environment
• Solid understanding of Windows 10/11, Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
• Experience with Active Directory / Azure AD user and group management
• Familiarity with PSA and RMM tools
• Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, firewalls
• Experience with backup solutions (e.g., Veeam, Datto, Acronis) is a plus
• Knowledge of cybersecurity best practices (MFA, endpoint protection, phishing awareness)
• Strong written and spoken English — non-negotiable
• Ability to work independently and manage multiple tickets simultaneously during overnight hours
• Reliable internet connection and a quiet, professional work environment
Nice to Have
• CompTIA A+, Network+, or Microsoft certifications
• Experience supporting Canadian or North American clients
• Familiarity with macOS support
• Basic scripting knowledge (PowerShell)
What We Offer
• Competitive salary based on experience
• Stable, long-term position
• Exposure to a diverse range of MSP clients and technologies
• Supportive team environment with room to grow
- To apply, please send your CV and a brief cover letter in English.
