IT Support Technician

Tomlinson Limited is looking to hire an IT Support Technician to join our Service Desk and End User Computing team. Reporting to the Service Desk Lead, you will be a key point of contact for employees across our offices, field locations, and plant operations, providing hands-on support for devices, applications, and user accounts in a modern Microsoft 365 environment.

Vacancy Type: Replacement

Provide first- and second-level technical support to employees in person, by phone, and remotely, resolving issues within service level targets.

Log, prioritize, and update requests and incidents in the service desk ticketing system, keeping users informed through to resolution.

Troubleshoot and resolve issues with Windows 11 devices, Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint), printers, and peripherals.

Deploy, configure, and retire laptops, desktops, mobile phones, and tablets using Windows Autopilot and Microsoft Intune, in line with company standards.

Diagnose and repair hardware faults, coordinate warranty repairs, and keep asset records accurate from issuance to disposal.

Support line-of-business and specialized equipment used at field offices and plant sites.

Complete account and access tasks such as onboarding and offboarding, password and MFA resets, and group or license changes in Microsoft Entra ID, following approved procedures.

Act as a frontline part of our security program: follow security policies, respond to reported phishing and suspicious activity, and escalate potential security incidents promptly.

Participate in technology rollouts and IT projects, including user training and post-deployment support.

3 years of experience in a desktop support, service desk, or similar technical support role.

- Solid working knowledge of Windows 11 and Microsoft 365 applications.
- Solid PC and laptop hardware troubleshooting skills.
- Experience supporting iOS and/or Android devices in a business environment.




- Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPN) sufficient to troubleshoot end-user connectivity.
- Excellent communication and customer service skills, including the ability to explain technical issues to non-technical users.
- Valid driver's licence and the ability to travel locally to company sites.

ASSETS

Diploma or degree from a recognized post-secondary program in information technology or a related field.

Hands-on experience with Microsoft Intune, Windows Autopilot, and Microsoft Entra ID.

Experience with Configuration Manager (SCCM/MECM) or other automated software deployment tools.

Familiarity with Microsoft Defender, multi-factor authentication, and Conditional Access from a support perspective.

Experience supporting Microsoft Teams Phone or other voice and collaboration tools.

Relevant certifications such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Fundamentals, or ITIL 4 Foundation.

Experience supporting users in a multi-site, industrial, or field-based organization.

On-site role based at our head office with regular local travel to field offices and plant sites.

Field and plant environments may involve noise, dust, and changing weather conditions; site safety rules must be followed and required personal protective equipment will be provided.

Occasional evening or weekend work for scheduled maintenance, rollouts, or urgent issues [including participation in an on-call rotation].

Ability to lift and move IT equipment up to 23 kg / 50 lb.

Competitive wages

Bonus programs

Employer paid health and dental benefits

Extensive training programs and tuition reimbursement

Retirement benefits program

Please contact Human Resources if you need accommodation at any stage of the application process or want more information on our accommodation policies. We may use AI tools in the screening and selection of candidates to efficiently and fairly assess all applicants. A Recruiter will review all results generated by AI.

📌 Remote IT Support Technician (Ottawa)
🏢 Tomlinson Group of Companies
📍 Ottawa