Service Desk & Field Technician; Local Ontario region

Service Desk & Field Technician (Local Burlington, Ontario region required)

In Office - Burlington, Ontario and surrounding region

Must own a vehicle and be willing to travel to client sites in the greater Hamilton and Mississauga region.

Outsource IT (  ) is a Managed Service Provider (MSP) headquartered in Burlington, Ontario, Canada. Since its establishment in 2002, the company has consistently grown, today serving 60+ MSP clients across most industries:

• Business and Professional Services: 30%
• Manufacturing and Construction: 20%
• Non-Profit, Education and Government: 20%

The Service Desk & Field Technician will provide technical support, troubleshoot issues, and provide on-site visits for our clients. This role requires excellent problem-solving skills, strong communication, and the ability to work independently after training. The candidate must also be comfortable speaking with clients, preparing and deploying computers and professionally representing the company.

• Deliver end-to-end L1-L2 support for client environments (remote and onsite), including desktops, servers, networks, and cloud services, covering configuration, deployment, maintenance, and break-fix support.
• Perform computer and other asset preparation and deployment to client sites
• Own service and project tickets from intake through resolution: prioritize by impact/urgency, follow schedules and SLAs, document work, and escalated appropriately when needed.
• Diagnose and resolve issues using structured troubleshooting and root-cause analysis; research and apply best-practice procedures and tools to deliver reliable fixes.
• Administer and support Microsoft and Apple platforms and core infrastructure services (Windows/macOS;
  Microsoft Server services; and M365/O365.
• Maintain and improve client security posture through patching, updates, monitoring, and consistent application of technical best practices.
• Contribute to team and business effectiveness: assist with onboarding and new technology testing, train/mentor teammates, provide coverage across service roles (including after-hours critical support), participate in training/meetings/reviews, and provide process improvement feedback.