Remote - Canada

Contract

Our client is a Canadian wealth management firm that works with a large network of independent financial advisors. They're moving advisors onto a new corporate IT setting. They're looking for two Level 1 IT Support Specialists to join their help desk and keep advisors running smoothly through the transition.

You'll be the first point of contact for advisors. That means working on tickets for password and MFA resets, Microsoft 365 account issues, and access to single sign-on applications. You'll work tickets in Jira, handle user and access administration in Azure (Entra ID), and walk advisors through fixes over the phone. This role suits someone with 2-3 years of help desk experience who enjoys fast-paced, user-facing support.

This is a 3-month contract with the possibility of extension. It's fully remote and open to candidates located anywhere in Canada. At least one of the two positions will work West Coast (Pacific Time) hours to provide evening support coverage.

Responsibilities:

Advisor Support

- Respond to and resolve Level 1 tickets from advisors, mostly login, access, and account issues that come up after their conversion to the new environment.
- Perform password resets, MFA registrations and resets, and account unlocks.
- Troubleshoot Microsoft 365 account issues, including mailbox access on desktop and mobile, Outlook setup, and licensing.
- Grant and troubleshoot advisor access to single sign-on (SSO) applications.
- Help advisors moving from personal Gmail or Yahoo accounts get set up on their new corporate email, from first login through device setup.

Ticketing & Escalation

- Log, prioritize, and update tickets in Jira, documenting the steps taken to resolve each issue.




- Escalate issues beyond Level 1 to the senior IT team according to the client's escalation process.
- Flag recurring issues and trends so the team can address them proactively.
- Contribute to FAQs and knowledge base articles for common advisor issues.

Mandatory Requirements:

- 2-3 years of hands-on help desk or Level 1 IT support experience in a user-facing role.
- Strong working knowledge of Microsoft 365 user and mailbox support.
- Experience with Azure administration, including password resets, MFA, user accounts, and group-based access.
- Experience working in a ticketing system, ideally Jira or Jira Service Management.
- Experience supporting user access to SSO applications.
- Clear, patient communication with non-technical users, including walking them through fixes step by step.

Nice-to-Have:

- Experience supporting users through a migration, onboarding wave, or large-scale rollout.
- Experience in financial services or another regulated industry.
- Familiarity with Google Workspace or consumer email platforms, since many advisors are coming from Gmail or Yahoo.
- Experience setting up email and MFA apps on iOS and Android devices.
- Relevant certifications (e.g. CompTIA A , Microsoft 365 Fundamentals MS-900, Microsoft Security, Compliance, and Identity Fundamentals SC-900).

Of Note:

- Completed background checks will be required before the start date if you are selected as a winning candidate.

While we strive to respond to all applicants, please understand that due to the high volume of applications we receive, providing individual feedback or responses to every candidate may not be feasible. Rest assured, we will carefully review and consider your application. We appreciate your understanding and interest in joining our team.

📌 IT Support Specialist (Canada)
🏢 Devengine
📍 Canada