Job Overview

We are seeking a customer-focused and technically capable Level 1 IT Support Specialist to provide first-line technical support to our clients. This role is primarily phone-based, requiring excellent communication skills, strong troubleshooting abilities, and a professional approach to resolving technical issues.

You will assist clients with Windows and macOS workstations, Microsoft 365 applications, and basic networking issues. You must be comfortable guiding non-technical users through troubleshooting steps, documenting support requests, and escalating complex issues when necessary.

While the position is primarily remote, you must also be available to visit client sites when an issue requires hands-on troubleshooting or physical intervention.

The ideal candidate is dependable, patient, organized, and committed to delivering an excellent customer experience.

Key Responsibilities

1. Phone-Based Technical Support

- Answer incoming support calls promptly and professionally.
- Identify, troubleshoot, and resolve technical issues remotely.
- Log, categorize, and document all support requests in the ticketing system.
- Guide users through step-by-step troubleshooting, with or without remote access.
- Escalate unresolved or complex issues to Level 2/3 support teams with clear documentation.
- Maintain a professional and patient approach when assisting frustrated users.

2. Windows Workstation Support – Primary

- Troubleshoot Windows 10/11 issues, including boot failures, slow performance, driver problems, and basic blue-screen errors.
- Assist with user accounts, local permissions, and basic Group Policy issues.
- Troubleshoot common software, hardware, and peripheral issues.
- Support application installations, updates, and configuration.

3. macOS Workstation Support – Secondary

- Troubleshoot common macOS issues, including system updates, application crashes, and printing problems.
- Assist with iCloud, Keychain,



and macOS security and privacy settings.
- Perform basic command-line diagnostics using tools such as ping, ifconfig, and nslookup.

4. Microsoft 365 Support

- Assist with password resets, account access, and Outlook configuration.
- Troubleshoot email delivery, synchronization, and connectivity issues.
- Perform basic Exchange Online administration, including mailbox permissions and distribution groups.
- Support Microsoft Teams, OneDrive for Business, and SharePoint Online.
- Assist users with file access, sharing permissions, and synchronization issues.

5. Basic Network Support

- Troubleshoot basic connectivity issues involving routers, switches, and firewalls.
- Perform network diagnostics using ping, tracert, ipconfig, and nslookup.
- Understand basic TCP/IP, DNS, DHCP, and VLAN concepts.
- Identify potential firewall or network access issues and escalate when necessary.
- Visit client sites when remote troubleshooting is insufficient.

Required QualificationsTechnical Skills

- Proficiency in Windows 10/11 troubleshooting and support.
- Working knowledge of macOS.
- Experience supporting Microsoft 365 applications and services.
- Familiarity with Exchange Admin Center and basic user/group administration.
- Understanding of TCP/IP, DNS, DHCP, and basic networking concepts.
- Familiarity with small business networking equipment, such as Ubiquiti, TP-Link, or Cisco.
- Basic understanding of firewall rules, access control lists (ACLs), and NAT.
- Experience using remote support tools and ticketing systems is an asset.





Communication and Customer Service

- Excellent verbal communication and professional telephone etiquette.
- Ability to explain technical instructions clearly to non-technical users.
- Strong active listening and logical troubleshooting skills.
- Ability to remain calm and professional when dealing with frustrated customers.
- Strong documentation, organization, and time-management skills.
- Ability to work independently and manage support requests efficiently.

Experience and Education

- 1–2 years of experience in a help desk, service desk, or technical support role.
- Experience providing phone-based technical support is preferred.
- CompTIA A+, Network+, or Apple Certified Support Professional (ACSP) certification is an asset.
- High school diploma or equivalent required.
- College diploma or degree in IT or a related field is an asset.

Work Environment and Schedule

- Remote position requiring a quiet, professional home office.
- Monday–Friday, 9:00 AM–5:00 PM Eastern Time.
- Flexibility to provide occasional after-hours or weekend support for critical outages.
- Availability to travel to client locations when on-site support is required.
- Reliable internet connection and a professional telephone setup.

Compensation and Performance Expectations Compensation is based on completed support calls and in office visits that are properly documented and signed off by the customer.

All support activities must be accurately logged in the designated ticketing system, with customer approval recorded where required.

How to Apply

If you have strong technical troubleshooting skills, enjoy helping customers, and can communicate effectively over the phone, we encourage you to apply.

Please submit your resume highlighting your relevant technical support experience, certifications, and availability.

Pay: From $20.00 per hour

Work Location: Remote

📌 IT Specialist (Level 1 Support) (Toronto)
🏢 ARBAN
📍 Toronto