IT Support Specialist - Waterloo

We are looking for a service-oriented IT Support Specialist to provide on-site and remote desktop, server and network support in a variety of client environments. You will be a client-facing member of our service delivery team, solving a variety of challenging technical issues for an assigned portfolio of clients while striving to achieve and surpass our contractual Managed Service Agreements (MSA) and/or Service Level Agreements (SLAs). Daily responsibilities will include technical support, project deliverables and technical auditing processes (e.g. daily backup checks, weekly system maintenance and documentation review). Work will be Waterloo offices and client sites throughout the region with occasional opportunities for remote work based upon client and team commitments. Career growth allows for a balance between advanced technical skill development and an introduction to project/client management while mentoring alongside senior team members.


  • Provide remote technical support for client hardware, network and application issues, such as:  servers, switches, wireless networks, firewalls, storage devices, printers, PCs/MACs and handheld devices.

  • Good working knowledge of Active Directory, DNS, DHCP and File Sharing.

  • VMware, Backup Software, Office and Office 365, remote desktop and end-user applications on a variety of platforms.

  • Hardware/software/OS installation, configurations and upgrades, client on-boarding.

  • Working closely with team members, applying best practices and proactive planning to client environments, providing timely responsiveness to mission-critical client emergencies.

  • Proactively monitor servers, applications and services using a combination of remote tools.

  • Follow-up with clients, provide feedback and see assigned issues through to resolution.

  • Properly escalate unresolved concerns to the next level of support, working closely with senior technical team members or third-party vendors as necessary to resolve outstanding issues.

  • Evaluate, test, and deploy software/hardware upgrades to client server infrastructure.

  • Update/close client tickets, maintain client IT documentation and enter daily time records.

  • Occasional after-hours and on-call work as required.


  • Professional experience applying a wide range of current IT tools and solutions in business environments.

  • Strong communication, organizational and time-management skills.

  • Strong client service skills and confidence when interacting with executive end-users.

  • Excellent troubleshooting and multi-tasking skills in a fast-paced team environment.

  • Working knowledge of help desk software and remote-control software.

  • Strong proficiency in English - both spoken and written.

One of the following:

  • Degree or Diploma in Information Technology, Computer Science or equivalent High School Diploma and IT industry certification.

  • Valid “class G” Ontario Driver’s Licence.


To apply for this job please send your cover letter and resume to