This role is on site five days a week in Ottawa, ON. Only applicants in the Ottawa area can be considered for this role.

About Us

We're a rapidly growing technology services group (Cloud Metric, Telecom Metric, Server Cloud Canada), headquartered in Kingston, ON and delivering AI, cloud infrastructure, IT managed services, cybersecurity, and VoIP solutions to 240+ clients across Canada. We were founded on a simple principle: that companies win by putting the customer first, above everything else.

We work to help our customers navigate their challenges, partnering with them so they have the right technology for their business. Our promise is to always do what is right for our clients — the highest levels of support, and sustainable, effective IT services and products fully aligned with their business needs.

We are in growth mode, and we're looking for talented people to help us deliver on that vision.

About the Role

If you are passionate about technology and get real satisfaction from solving someone else's problem, read on. We're looking for a Technical Support Specialist working out of our Ottawa location — someone who not only has the technical support skills that let us deliver unbeatable service, but who is also a true team player. You'll communicate directly with our customers, primarily in person, by phone, email and chat, and work closely with project management, client success and sales to make the whole customer experience feel seamless.

This is an on-site role, five days a week, and it includes travelling to client sites in the Ottawa region, so a valid driver's licence and access to reliable personal transport are essential.

Success looks like (first 90 days)

- You're handling a full ticket queue independently, with clean classification and accurate time tracking.
- You know your clients' environments — their key systems, their quirks, and who to call.
- You've closed your first gaps in our knowledge base with guides other technicians actually use.
- You've flagged at least one recurring ticket trend and proposed a fix rather than a workaround.
- Clients ask for you by name.

Your Impact and Responsibilities IT Technical Support & Issue Resolution (80%)

- Provide prompt, effective technical support by phone, email and chat, and in person.
- Proactively seek out and solve client issues before they escalate.
- Manage issues from initial report through to resolution, ensuring customer satisfaction at every step.
- Apply multi-level troubleshooting processes, and log, track, resolve and escalate issues appropriately.

Documentation & Knowledge Sharing (10%)

- Help track ticket desk data through effective ticket administration and accurate classification.
- Build out our internal knowledge base, user reference guides and instruction manuals.
- Capture and document processes so that team and client knowledge keeps growing.

Continuous Improvement & Collaboration (10%)

- Take the initiative to identify ticket trends and bring feedback and suggestions on process improvements.
- Measure results using metrics — read the data and let it shape what you do next.
- Work collaboratively with all internal teams and external partners so that IT projects are supported and brought to successful, on-time conclusions.
- Advise internal teams of patterns in support that point to better opportunities and service for our clients.

What You Bring

- Relevant experience performing a help desk role.
- Strong communication skills with customers on both technical and non-technical subjects.
- Understanding of help desk best practices and methodologies.
- Ability to measure results using metrics, reading and understanding data.
- Ability to learn across a wide range of computing and telephony issues, and to stay current as current technology lands in the sector.
- Professionalism and trustworthiness.
- A valid driver's licence and access to reliable personal transport — this role may involve travelling to client sites across the Ottawa region and surrounding areas.
- Legal entitlement to work in Canada.





Technical Expertise We work across a broad stack, and nobody arrives fluent in all of it. We're looking for hands-on experience or demonstrated troubleshooting ability in several of the areas below, a solid grounding in the fundamentals, and the appetite to learn the rest with support from the team:

- Networking & perimeter security: TCP/IP fundamentals, VLANs and routing, VPNs and segmentation, and comfort working within firewall interfaces (pfSense/OPNsense-class and comparable SMB firewalls).
- Microsoft cloud & identity: Azure and Entra ID (Azure AD), and core M365 administration (Exchange, SharePoint, Teams, security/compliance basics, user and license management).
- Systems administration & automation: Windows Server, Active Directory and Group Policy, Linux fundamentals, and scripting for support/triage (PowerShell, Bash).
- Monitoring, RMM, and endpoint management: RMM tooling, alert triage, patching, and device management (including Intune).
- Security tooling (support/operations): Endpoint protection and EDR concepts, email security, MFA, and vulnerability/awareness tooling from a "respond and remediate" perspective.
- Automation and integrations: An interest in workflow automation (n8n-class tooling) and in working with APIs and webhooks to connect systems.
- Voice/telephony: Teams voice/SBC concepts and VoIP monitoring basics.

Nice to have

- Advanced experience using ticketing systems.
- Experience in a managed services (MSP) environment.
- Familiarity with cloud, networking or VoIP services.
- Relevant industry certifications (CompTIA, Microsoft, or similar).
- Experience contributing to a formal knowledge base or documentation library.

We're looking for certain prior experience and qualifications, but we also believe in the importance of character, eagerness to learn, and alignment with our core values. If the role speaks to you and you meet only some of the list above, we'd encourage you to apply anyway. This role might be for you if

- You are passionate about all thing’s tech, and want a company that offers variety, challenge and room to grow.
- You are the very definition of a team player — mission first and working tirelessly to support those around you.
- You love helping people and are driven to exceed customer expectations every time.
- You thrive on solving problems and finding creative solutions to difficult issues.
- Your mindset is proactive, and you have a thirst for learning and for challenging the status quo.
- You get excited about change, are happy outside your comfort zone, and can pivot and course correct as priorities shift.
- You take ownership of your decisions, actions and results, with a "no excuses" mentality.
- You are relentless in achieving your goals, and recognize that forward is the only direction worth travelling in.

Core Values

- Customer First
- Honesty & Integrity
- Growth Mindset
- One Team, One Mission
- Ownership
- Resiliency

Mentorship & Career Growth We are dedicated to supporting recent and existing team members. We have a broad mix of experience levels and tenures, and we continue to build and encourage an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to support learning and assign projects based on what will help each team member develop into a better, more well-rounded professional.

We believe that this allows each team member to grow at an accelerated pace and reach their full potential. We strictly adhere to the principle of meritocracy in terms of career growth opportunities.

Inclusive and Diverse Culture

At Cloud Metric Inc., we are proud to embrace and celebrate our differences within the team.



We recognize that diversity is one of our core strengths in terms of our business and its future growth. We are committed to furthering our culture of inclusion. Our core values and leadership principles guide our team members to seek out diverse perspectives, to learn from one another, to be curious, and to build trust.

Work-Life Balance

Our team values work-life balance, and we recognize that whilst we operate a support service to our clients that can place demands on time, striking a healthy balance between personal and professional life is crucial to the success and happiness of the whole team. This role is based on site in Ottawa, Monday to Friday, with an on-call rotation shared across the team and travel to client sites in the region. We encourage as much flexibility in schedules as the business needs allow.

Role Details

- Vacancy status: This posting is for an existing vacancy.
- Use of AI in hiring: AI tools are used to help screen and assess applications for this position. Every application is also reviewed by a member of our team, and all hiring decisions are made by people.

Interview Process 1st Stage

If we feel there is a match with an applicant, we will move them forward to a 1st stage interview, where we will focus on our core values and the candidate's alignment with them, whilst also assessing potential for future growth. In addition, it will be an opportunity to bring forward what they are looking for in an employer. This interview is an informal introductory conversation.

If there is a match at this stage, then the candidate will be moved to a second interview.

2nd Stage Interview

This stage will focus more on the technical aspects of the role and the specific technical and skill needs. The interview will include more structured questions.

If there is a continued match at this stage, then the candidate will be moved to a final interview.

Final Stage Interview

This final interview will be an opportunity for the candidate to bring forward their thoughts on how they would approach the new role for the first 30, 60, and 90 days, and how they feel they will be able to impact the business.

Our Promise to Candidates

We are always humbled to receive applications, and we also recognize that job hunting is tough and takes a lot of time and energy. It can often be a stressful time, not made easier when the process is not made clear. We promise all candidates that we will acknowledge the receipt of applications, and that every résumé and cover letter will be reviewed in full by a human being before any decision is made.

We promise to update all candidates at each stage of the process. If invited to the interview process, we make a commitment that the whole process will take no longer than 2–4 weeks, and that if we decide not to progress your application further at any stage, we will communicate that at the earliest possible opportunity. We will also inform every interviewed candidate of our hiring decision within 45 days of their last interview.

We strongly believe that all applicants should be treated with respect throughout the process, whatever the outcome of the application.

Cloud Metric Inc. is an equal opportunity employer committed to diversity, equity, and inclusion. We welcome applications from all qualified candidates regardless of race, gender, age, religion, sexual orientation, or any other protected characteristic.

Cloud Metric Inc. is committed to an accessible recruitment process. Accommodations are available on request for candidates participating in any part of the selection process — just let us know what you need and we'll work with you. All accommodation requests are kept confidential, and can be emailed to [email protected]

Pay: $55,000.00-$65,000.00 per year

Benefits

- Company events
- Dental care
- Life insurance
- On-site parking
- Paid time off
- Wellness program

Experience:
- IT Support: 5 years (preferred)
- RMM Endpoint Management: 3 years (preferred)
- M365 Support: 5 years (preferred)

Work Location: In person

📌 IT Support Technician (Ottawa)
🏢 Server Cloud Canada
📍 Ottawa