At Nelson, we’ve been shaping the future of education for children and youth across Canada for over 110 years. As the country’s largest K-12 education content provider, we remain dedicated to our legacy of looking forward, paving the way in creating boundless, accessible, and engaging learning experiences for all.
Our innovative solutions, including Edwin, our digital learning platform, provide curriculum-aligned content that support diverse learning styles while fostering critical thinking, creativity, and lifelong learning. We listen intently to the unique needs of educators, students, and administrators everywhere, and continuously evolve what we do and build to improve their lives daily.
When we’re searching for individuals to join our team, we look for bold, innovative team players with a passion for education and making a positive difference in our communities. If this sounds like you, we want to hear from you Apply to join our team today. Let’s Create Possible, one learner at a time.

About the Role

As a Technical Support Specialist Tier II, you will manage advanced technical issues, provide expert-level support, and play a crucial role in infrastructure and security management. This position requires handling complex technical challenges while supporting organizational IT objectives and maintaining operational continuity.
Key Accountabilities
Advanced Technical Support
Resolve complex software, hardware, and network issuesHandle escalations from Tier 1 supportProvide expert-level troubleshooting and problem resolutionManage critical user support requestsSupport advanced system configurations and deploymentsInfrastructure Management




Assist in maintaining core IT infrastructureSupport network systems and security protocolsManage system updates and patchesMonitor infrastructure performance and stabilityImplement technical improvements and optimizationsSecurity Administration
Implement and maintain security protocolsManage endpoint security solutionsConduct security awareness trainingMonitor and respond to security incidentsEnsure compliance with security policiesSystem and Endpoint Management
Manage desktop and laptop deploymentsConfigure and maintain endpoint securityOversee system access and permissionsImplement automated management toolsProject Support & Implementation
Participate in IT project planning and executionSupport new technology implementationsAssist with system upgrades and migrationsContribute to technical documentationAdvanced Documentation & Knowledge Management
Create comprehensive technical documentationDevelop advanced troubleshooting guidesMaintain detailed solution repositoriesCreate training materials and guidesDocument complex procedures and configurationsOversee office equipment functionalityManage printing and scanning systemsMaintain office automation systemsEnsure business continuity of office technologyRequirements
Post-secondary diploma in Computer Science, Information Technology, or related field;





or equivalent work experience3+ years of technical support experienceAdvanced troubleshooting and problem-solving skillsStrong knowledge of IT infrastructure and security protocolsExperience with system and network administrationProven track record of handling complex technical issuesExcellent project management and documentation abilitiesStrong communication and leadership skillsRelevant technical certifications preferredWho You Are
The successful candidate for this position will be a friendly, customer-oriented IT Support professional with a bias for action and the ability to take initiative. You bring proven technical support experience in a fast-paced environment, love to talk to people, work fast, and solve problems.
Compensation
The base salary range for this contract full time position begins at $50,000+ per annum based on experience. Compensation is part of our broader Total Rewards package, which includes benefits and programs that support employee well-being and growth.

What We Offer

At Nelson, we believe in taking care of our people.
Your well-being, growth, and work-life balance matter to us, which is why

we offer
a comprehensive benefits package designed to support you
- professionally and personally.
The below benefits apply to this temporary contract position:This role is primarily on-site with some hybrid flexibility, M-F, standard business hoursCommuter friendly location (Sheppard & Don Mills)Free parking on-siteFree, convenient shuttle bus service from Don Mills Subway Station to and from the officeAccess to on-site fitness center and fitness classesAccess to LinkedIn Learning for continuous skill growthMentorship and professional development opportunitiesA comprehensive Employee Assistance Program (EAP) providing confidential support spanning from mental health services to financial counselling, and m

📌 Technical Support Specialist Ii, It Service Desk (Toronto)
🏢 Nelson
📍 Toronto