Company: IDS Systems Consultants Inc.

Location: Kanata (Ottawa), Ontario, in office at 515 Legget Drive

Job type: Full-time, permanent, on site (not remote, not hybrid)

Reports to: Service Desk leadership

ABOUT IDS SYSTEMS

IDS Systems is an Ottawa-based managed services provider (MSP) that has supported organizations since 1994. We work with mid-sized organizations of roughly 50 to 500 employees across Ontario, including public sector bodies, professional services firms and regional businesses. Our teams cover managed IT and service desk, infrastructure, cloud and Microsoft 365, backup and disaster recovery, cybersecurity, and strategic IT advisory.

Our promise to clients is simple: take IT easy, you’ve got IDS.

THE ROLE

As a Support Technician (L1), you are the first voice and first fix our client’s experience. You will receive requests, triage them against agreed service levels, resolve everyday issues using documented procedures, and hand off anything more complex to our L2 and L3 technicians with clear notes. This is a structured entry point into a career in managed services, with a defined path to L2.

WHAT YOU WILL DO

- Respond to client requests by phone, email and ticket portal, and log every contact accurately in our ticketing system.
- Triage and prioritize tickets against service level targets and resolve routine (P3 and P4) issues using documented fixes.
- Handle password resets, multi-factor authentication issues, account unlocks and Microsoft 365 basics (Outlook, Teams, OneDrive, SharePoint).
- Troubleshoot Windows endpoints, printers, peripherals, VPN access and basic network connectivity.
- Escalate to L2 or L3 with complete details, so clients never have to repeat themselves.
- Keep clients informed with timely, plain-language status updates.
- Record time and resolution notes accurately and help improve our knowledge base and standard procedures.
- Watch monitoring dashboards and alert queues and flag issues for the operations team.

WHAT YOU BRING





- Ideally 1 to 2 years of experience in a help desk or service desk role.
- Solid troubleshooting skills on Windows 11 and Microsoft 365.
- Hands-on experience with a PSA or ticketing platform (such as ConnectWise or Autotask).
- Clear written and verbal communication, and a calm, helpful manner with non-technical users.
- Good organization and the discipline to document your work as you go.
- Eligibility to work in Canada, and the ability to work on site full time in Kanata.

STRONGLY PREFERRED

- Previous experience in an MSP, supporting multiple client environments at once.
- CompTIA A+, Microsoft 365 Fundamentals (MS-900 or AZ-900).
- Working knowledge of Active Directory or Microsoft Entra ID, and remote support tools.
- Exposure to Microsoft Intune, endpoint protection or backup alerts.

WHAT WE OFFER

- Competitive salary and benefits package.
- A clear growth path from L1 to L2, with a certification roadmap (MS-900 and MD-102) and time to develop.
- A collaborative team that shares knowledge and values documentation.
- Access to current tools, technology and training.
- Working hours: 40 hours per week, Monday to Friday, scheduled between 8:00 a.m. and 6:00 p.m. ET, with some rotating after-hours and weekend on-call coverage.

HOW TO APPLY Send your resume and a short note about why this role interests you to [email protected] with the subject line “Support Technician L1”. Please let us know if you need any accommodation to take part in the process.

HIRING NOTES

This posting is for an existing vacancy. IDS Systems is an equal opportunity employer and will accommodate applicants with disabilities throughout the recruitment process, in accordance with the Accessibility for Ontarians with Disabilities Act. Canadian experience is not required.

This is a local, in-office role based in Kanata. Candidates who live outside the Ottawa area will not be considered.

Employment is subject to a satisfactory background check, as some of our clients are in the public sector. IDS Systems does not use artificial intelligence to screen, assess or select applicants.

Pay: $47,000.00-$60,000.00 per year

Work Location: In person

📌 Support Technician, Service Desk (Kanata)
🏢 IDS Systems Consultants
📍 Kanata