IT Support Technician

R.W. Tomlinson Limited is looking to hire an IT Support Technician to join our Service Desk and End User Computing team. Reporting to the Service Desk Lead, you will be a key point of contact for employees across our offices, field locations, and plant operations, providing hands-on support for devices, applications, and user accounts in a modern Microsoft 365 environment.

Location:

100 Citigate Drive, Ottawa ON

Vacancy Type:
Replacement

• Provide first- and second-level technical support to employees in person, by phone, and remotely, resolving issues within service level targets.
• Log, prioritize, and update requests and incidents in the service desk ticketing system, keeping users informed through to resolution.
• Troubleshoot and resolve issues with Windows 11 devices, Microsoft 365 applications (Outlook, Teams, One Drive, SharePoint), printers, and peripherals.
• Escalate complex or critical issues to the appropriate internal team or vendor with clear documentation and follow them through to closure.
• Deploy, configure, and retire laptops, desktops, mobile phones, and tablets using Windows Autopilot and Microsoft Intune, in line with company standards.
• Diagnose and repair hardware faults, coordinate warranty repairs, and keep asset records accurate from issuance to disposal.
• Support line-of-business and specialized equipment used at field offices and plant sites.
• Complete account and access tasks such as onboarding and offboarding, password and MFA resets, and group or license changes in Microsoft Entra , following approved procedures.
• Act as a frontline part of our security program: follow security policies, respond to reported phishing and suspicious activity, and escalate potential security incidents promptly.
• Create and maintain knowledge base articles and user guides so common issues can be resolved faster and more consistently.
• Participate in technology rollouts and IT projects, including user training and post-deployment support.

• 3 years of experience in a desktop support, service desk, or similar technical support role.
• Strong working knowledge of Windows 11 and Microsoft 365 applications.
• Solid PC and laptop hardware troubleshooting skills.
• Experience supporting iOS and/or Android devices in a business environment.
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPN) sufficient to troubleshoot end-user connectivity.
• Experience working in a ticketing system, with clear and accurate documentation habits.
• Excellent communication and customer service skills, including the ability to explain technical issues to non-technical users.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Self-motivated and able to work independently while contributing as a collaborative member of the team.
• Valid driver's licence and the ability to travel locally to company sites.

• Diploma or degree from a recognized post-secondary program in information technology or a related field.
• Hands-on experience with Microsoft Intune, Windows Autopilot, and Microsoft Entra .
• Experience with Configuration Manager (SCCM/MECM) or other automated software deployment tools.
• Familiarity with Microsoft Defender, multi-factor authentication, and Conditional Access from a support perspective.
• Experience supporting Microsoft Teams Phone or other voice and collaboration tools.
• Relevant certifications such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified:
  Endpoint Administrator Associate, Microsoft 365 Fundamentals, or ITIL 4 Foundation.
• Experience supporting users in a multi-site, industrial, or field-based organization.

• On-site role based at our head office with regular local travel to…