Role: Technical Support Analyst (L3)

Location: London, ON

Hybrid work-model: 3 days a week in office

Interview Process: 2-3 steps (in-person and virtual)

Summary: This role is clearly focused on senior-level end-user support, Microsoft technologies, Azure, Entra ID, networking, and Intune.

Main Deliverables

- Serve as the highest-level escalation point for complex IT support issues.
- Maintain and support Microsoft-based desktop and cloud environments.
- Resolve advanced endpoint, network, collaboration, and identity-related incidents.
- Support onboarding, device deployment, and end-user technology operations across Canadian offices.

Technical Stack

- Windows 11
- Microsoft 365 (Office 365)
- Azure
- Microsoft Entra ID (Azure AD)
- Microsoft Intune
- Exchange Online
- Microsoft Teams
- Multi-Factor Authentication (MFA)
- LAN/WAN Networking
- Wireless Networks
- Remote Access Technologies
- Mobile Device Management (MDM)
- VoIP Phones
- Printers, Scanners, Conferencing Systems
- Desktops, Laptops, and Peripheral Hardware

Requirements

- Minimum 7 years of experience in Help Desk, Service Desk, Desktop Support, IT Support, or a similar technical support role.
- Solid hands-on experience supporting Windows 11 environments.
- Strong knowledge of Microsoft 365, including Office applications and Exchange.
- Experience supporting Azure-based environments.
- Experience administering and troubleshooting Microsoft Entra ID.
- Experience supporting Microsoft Teams and collaboration technologies.
- Strong understanding of LAN, WAN,



and wireless networking concepts.
- Experience with Mobile Device Management solutions, preferably Microsoft Intune.
- Hands-on experience supporting printers, scanners, desktop and laptop hardware, and peripheral devices.
- Degree or diploma in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or similar certifications are considered assets.

Responsibilities

- Act as the primary Tier III escalation resource for complex technical incidents and service requests.
- Troubleshoot and resolve advanced hardware, software, networking, authentication, and connectivity issues.
- Install, configure, maintain, and support desktops, laptops, operating systems, and business applications.
- Support Microsoft 365 services, Exchange, Teams, MFA solutions, remote access tools, and cloud-based applications.
- Administer and troubleshoot Azure, Entra ID, Intune, and endpoint management solutions.
- Provide support for printers, scanners, VoIP systems, conferencing platforms, and mobile devices.
- Manage incidents through full lifecycle resolution while maintaining accurate ticket documentation.
- Assist with employee onboarding, workstation preparation, equipment deployment, and user setup.
- Partner with infrastructure, security, and operations teams to resolve escalated technical issues.
- Provide remote and onsite support to employees and occasionally travel to Canadian office locations as required.
- Mentor junior support staff and provide technical guidance on complex issues.

📌 Technical Support Analyst (London)
🏢 Company
📍 London