Thornhill Employment Hub is screening candidates for Infinity Network Solutions Inc.
The employer is hiring a Second-Third-Level IT Support Technician.

SUMMARY

The Second-Third-Level Support Technician is a hands-on escalation role for someone who owns problems end-to-end, drives them to root cause, and mentors' junior staff along the way. INS is a fast-paced environment built for technicians who want to sharpen both their technical and communication skills. If you want to grow within a strong technical team, INS is the perfect place for you.

RESPONSIBILITIES

- Own escalations from first/second-level support and act as the point of resolution before engaging vendors or manufacturers
- Perform root-cause analysis on complex incidents and document fixes as knowledge-base articles and runbooks
- Deliver project work; migrations, deployments, and upgrades, alongside day-to-day break-fix support
- Manage and prioritize your helpdesk queue, keeping tickets updated, and clients informed in a timely, skilled manner
- Mentor and coach first-level technicians, sharing knowledge and raising the bar across the team
- Translate business requirements into practical technical solutions for our clients

TECHNICAL SKILLS REQUIRED

Core Infrastructure

- Desktop, laptop, and server hardware troubleshooting and support.
- Windows 10 / 11 and Windows Server 2016–2022 administration.
- Virtualization: VMware, Hyper-V, and XenServer

Cloud & Email

- Cloud platforms: Microsoft Azure and AWS.
- Microsoft 365 administration, Exchange Online, Intune / Endpoint Manager, Entra ID, and Conditional Access.
- Deploy, support, and migrate email systems (Microsoft 365, Gmail/Workspace, POP, IMAP).

Network & Security

- Firewalls, VPN,



and VLAN configuration — SonicWall, Meraki, and D-Link switching.
- Endpoint security: SentinelOne, Trend Micro, and Zero Trust tooling.
- Backup and BCDR platforms such as Veeam, Datto, or Acronis (training provided).
- MSP Tooling & Automation (Nice to Have)
- RMM platforms (e.g., Datto RMM, NinjaOne, or ConnectWise Automate).
- PSA / ticketing systems (e.g., Autotask, ConnectWise Manage, or HaloPSA).
- Documentation platforms such as IT Glue or Hudu.
- PowerShell scripting for automation and remediation (an asset; Bash/Python a plus).

General

- Excellent troubleshooting skills and a fast, self-directed learning style.
- Ability to produce clear written documentation for both technical and client audiences.

REQUIREMENTS

- 5+ years of IT support experience (7+ preferred), ideally in a managed services (MSP) environment.
- Excellent English communication skills, written and verbal.
- Strong organizational skills, you keep your queue tidy and your tickets current.
- Calm and effective under pressure, with sound judgment on prioritization.
- Self-motivated with leadership instincts and a client-first, professional attitude.
- Legally authorized to work in Canada.
- Valid driver’s license preferred (occasional client site visits).

OTHER

- Hybrid schedule — a mix of work-from-home and office.
- Paid overtime.
- Company-funded training and certifications.
- Performance and salary reviews twice per year.
- Health benefits, including medical and dental.
- Paid time off, casual dress, on-site parking, and company events.
- Mileage reimbursement, tuition reimbursement, and discounted or free food.

Pay: $70,000.00-$90,000.00 per year

Work Location: In person

📌 IT Support Technician (Canada)
🏢 Thornhill Employment Hub
📍 Canada