MSP IT Support Technician (Level 2)

Full-Time | Toronto / Etobicoke | Client-Site Travel Required

BIT Incorporated

About BIT Incorporated

BIT Incorporated is a Toronto-based Managed Service Provider delivering managed IT, Microsoft 365, Azure, cybersecurity, private cloud, network, backup, and end-user support services. We are seeking a client-focused Level 2 IT Support Technician to support multiple customer environments through our service desk and at client locations.

Position Summary The successful candidate will own incidents and service requests from intake through resolution, provide timely communication, document work accurately, and escalate complex issues when required. This role requires strong troubleshooting fundamentals, comfort working across multiple client environments, and a commitment to security, service quality, and continuous learning.

Key Responsibilities

- Provide Level 1 and Level 2 technical support for Windows and macOS computers, mobile devices, printers, peripherals, and common business applications.
- Receive, prioritize, update, and resolve incidents and service requests in the PSA ticketing system while meeting service-level targets.
- Communicate clearly with clients, set expectations, provide progress updates, and confirm successful resolution before closing tickets.
- Provision and deprovision users, groups, licences, mailboxes, devices, and access permissions in Microsoft 365 and Microsoft Entra ID.
- Support Microsoft 365 applications and services, including Exchange Online, Teams, SharePoint, OneDrive, and multifactor authentication.
- Enroll, configure, and troubleshoot endpoints using Microsoft Intune; support compliance policies, application deployment, BitLocker, and Microsoft Defender for Business.
- Troubleshoot identity, Windows sign-in, passwordless authentication, VPN, remote access, DNS, DHCP, TCP/IP, Wi-Fi, and common LAN/WAN connectivity issues.
- Support Windows Server, Active Directory, Group Policy, file and print services, virtualization, backup, and basic Azure services within assigned access levels.
- Use remote monitoring and management tools to monitor endpoints, deploy software, apply patches, run scripts, and complete routine maintenance.
- Investigate endpoint-security alerts, phishing reports, malware detections, and suspicious activity; follow documented escalation and incident-response procedures.
- Configure and support firewalls, switches, wireless access points, and business internet services under senior technical guidance.




- Build and deploy workstations and laptops, replace hardware components, perform data migrations, and securely retire equipment.
- Maintain accurate technical documentation, asset records, client standards, passwords, configuration details, time entries, and service notes.
- Participate in client onboarding, technology refreshes, projects, site visits, scheduled maintenance, and an after-hours escalation rotation where required.
- Identify recurring issues and recommend documentation, automation, standardization, or preventive improvements.

Required Qualifications

- Minimum 2 to 3 years of hands-on IT support experience, preferably supporting multiple organizations in an MSP environment.
- Post-secondary education in information technology, computer systems, networking, or equivalent practical experience.
- Strong troubleshooting knowledge of Windows 10/11, Microsoft 365, Microsoft Entra ID, Active Directory, TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and endpoint hardware.
- Practical experience with ticketing/PSA and RMM platforms, including accurate documentation, prioritization, time entry, and ownership of assigned work.
- Working knowledge of Microsoft Intune, endpoint compliance, application deployment, BitLocker, Microsoft Defender, and modern authentication.
- Ability to support Windows Server, virtualization, backup, networking, and cloud services within a documented escalation framework.
- Strong client-service, verbal, written, and interpersonal communication skills, including the ability to explain technical issues in plain language.
- Ability to manage competing priorities, work independently, collaborate with technical teams, and remain calm during service-impacting incidents.
- Valid Ontario driver’s licence and reliable transportation for travel to client sites across the Greater Toronto Area.
- Ability to safely lift and move typical computer and networking equipment.
- Eligibility to work in Canada and ability to complete employment, reference, and background verification where required for client access.

Preferred Qualifications
- Experience with HaloPSA or a comparable PSA platform and Kaseya/Datto or comparable RMM tools.




- Experience supporting Microsoft Azure, Azure Virtual Desktop or Windows 365, Azure Files, SharePoint Online, and hybrid identity environments.
- Experience with WatchGuard, Fortinet, SonicWall, UniFi, or comparable firewall and network platforms.
- Experience with backup, disaster recovery, email security, DNS security, phishing protection, and cybersecurity incident escalation.
- PowerShell or another scripting language used to automate support, reporting, deployment, or administrative tasks.
- Relevant certifications such as CompTIA A , Network , Security , Microsoft 365 Certified: Endpoint Administrator Associate, Azure Administrator Associate, or equivalent current credentials.

What Success Looks Like
- Tickets are handled with clear ownership, accurate notes, regular client communication, and appropriate escalation.
- Client environments remain secure, standardized, documented, patched, and supportable.
- Root causes and recurring issues are identified instead of relying only on short-term fixes.
- Clients receive professional, respectful, and understandable support across remote and on-site interactions.
- Technical knowledge grows continuously through training, certifications, documentation, and collaboration.

What BIT Offers
- Competitive compensation based on experience and qualifications.
- Group benefits plan.
- Exposure diverse client environments, cloud platforms, cybersecurity tools, and infrastructure projects.
- Opportunities for technical training, certification development, and career progression within an MSP team.
- A collaborative environment focused on accountability, continuous improvement, and high-quality client service.

How to Apply

Please send your resume and cover letter, including your compensation expectations, to [email protected]. Please use the subject line “MSP IT Support Technician (Level 2).”

We thank all applicants for their interest. Only candidates selected for an interview will be contacted. No phone calls or agencies, please.

BIT Incorporated is committed to fair and accessible employment practices. Accommodation is available during the recruitment process upon request.

Location: 2150 Islington Avenue, Suite 201, Toronto, Ontario, with travel to client sites as required.

Company website: www.bit-incorp.com

Job Type: Full time

Pay: $75,000.00-$95,000.00 per year

Advantages

- Dental care
- Extended health care
- On-site parking

Work Location: Hybrid remote in Toronto, ON

📌 IT Support Technician (Toronto)
🏢 BIT
📍 Toronto