Technical Team Lead Manage the ticket queue and client escalation pipeline daily across the client portfolio, ensuring requests are correctly prioritized and resolved within each client's SLA.

Manage

Tier 1/Tier 2 technicians; monitor and analyze team performance metrics and work with the SM to implement corrective actions. Mentor and coach Tier 1/Tier 2 technical resources. Manage responses to and assist in major IT incidents across managed environments.

Manage client scoping requests and IMACs (Install/Move/Add/Change requests) across managed accounts within established SLAs. Some onsite work may be required for service-related issues at client sites. Act as a client SME (Subject Matter Expert), providing hands-on technical guidance on complex issues across multiple client environments.

Maintain strong ticket hygiene in the PSA: accurate logs, notes, activity reports, and ticket execution. Support and help maintain the PSA/RMM toolset used to manage and monitor client environments. Participate in after-hours or on-call support rotations as assigned, in accordance with company policies and applicable employment standards Troubleshooting Windows & macOS support: endpoint troubleshooting for laptops, peripherals, printers, and remote access tools.

Microsoft 365: Exchange Online (mail flow, shared mailboxes, permissions), Teams, SharePoint/OneDrive, licensing and user administration.

Identity: Active Directory and Entra ID – ADDS, GPO, account lifecycle, group membership, conditional access, and MFA.

Networking: DNS/DHCP, VPN, firewalls, VLANs, routing & switching, Wi-Fi, and VoIP.

Windows

Server administration and troubleshooting; CCTV/NVR, access control/building automation, EV systems, and digital signage, escalating to vendors or Tier 3 as needed. Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field. Minimum 4–7 years of IT infrastructure,



Systems Administration, or similar IT support experience in a Managed Service Provider (MSP) environment, including proven Tier 2 troubleshooting capability.

Minimum 1+ year of experience in management or leadership role within an IT service delivery workplace.

Experience supporting multiple clients or accounts concurrently in a managed services environment.

Experience implementing, managing, and supporting third-party cloud services. SME-level expertise in Windows Server & Desktop Administration, virtualization, and networking (firewalls, VLANs, VPNs, routing & switching). A self-starter with a genuine desire to help grow and mentor the team. Completion of professionally recognized technical certifications.

Certifications such as CompTIA A+/Network+, Microsoft, or other relevant vendor certifications. Effectively manages the ticket queue and escalation pipeline across the client portfolio within established SLAs. Demonstrates sound mentorship of Tier 1/Tier 2 technicians and measurable improvement in team performance metrics.

Onni For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. AI Use This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency.

Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws. All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.

📌 Technical Training Team Lead (Vancouver)
🏢 Onni Group
📍 Vancouver