Your primary responsibility is providing information technical support to a variety of clients in a timely and professional manner. This will be accomplished through the following:

- Use of service ticketing system to track all requests to completion as well as job details
- Following documented processes
- Updating or suggesting updates to existing processes
- Provide end-user and infrastructure and business processes

Expectations

· Self-assign new requests from unassigned queue based on priority and ticket age

· Regularly follow-up with customers on open tickets assigned to you

· Track all job activity, email and verbal communication in ticketing system

· Provide remote support

· Provide onsite support when necessary, to be coordinated with support team

· Seek assistance in a timely manner if task at hand is not getting solved

· Escalate major outages or potentials widespread issues to management

Characteristics and Skills

- Professional demeanor
- Robust technical support (desktop, Server, Cloud Services)
- Experience with Microsoft 365 environments
- Network infrastructure skills an asset
- MSP experience is an asset
- Customer-centric
- Detail oriented
- Organizational skills and ability to prioritize
- Able to work independently
- Strong communication (oral/written)



and interpersonal skills
- Seeks assistance or feedback when facing difficulty
- Enjoys problem solving
- Enjoys working in the Information Technology field

Education/Experience

- College or University level education
- Professional certification or aptitude for the Information Technology sector (demonstrated during interview)
- Directly relevant job experience

Job Types: Full-time, Permanent

Salary: $50,000.00-$75,000.00 per year

Pay: $55,000.00-$75,000.00 per year

Benefits

- Casual dress
- Dental care
- Extended health care
- Paid time off
- Vision care
- Work from home

Ability to commute/relocate:
- Guelph, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):
- A user reports they suddenly cannot access a business-critical application, while other users appear unaffected. You have remote access to their Windows PC. Walk us through how you would troubleshoot the issue, including what you would check first, how you would narrow down the cause, and when you would escalate.

Experience:
- IT support: 4 years (required)

Language:
- English (required)

Work Location: Hybrid remote in Guelph, ON

📌 IT Support Technician (Guelph)
🏢 Risolv IT Solutions
📍 Guelph