Pay Range: $23.00hr - $28.00hr

Job Overview:

Provide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications and endpoint management. Meet SLAs and keep unresolved complaints to a minimum.

Key Responsibilities:

- Resolve Level 2 incidents and service requests escalated from the Service Desk, within SLA.
- Troubleshoot Windows 10/11, macOS, iOS and Android devices remotely.
- Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP and proxy/firewall-related access.
- Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.
- Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
- Escalate to Field Services, Network or Engineering teams with full diagnostics, and follow tickets through to closure.
- Document fixes and maintain knowledge-base articles, including in local languages, to raise first-contact resolution.




- Communicate clearly with users as the region requires, keeping them updated on progress and agreed follow-ups.

Skill Requirements:

- 5+ years in IT support, with at least 3 years at Level 2.
- Solid Windows OS, Microsoft 365 and Active Directory/Entra ID skills.
- Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN and wireless.
- Experience with ITSM tools (ServiceNow preferred) and remote support tools (for example LogMeIn, TeamViewer, Nexthink).
- Working knowledge of ITIL incident, request and problem management.
- Excellent communication and presentation skills.

Must Have Skill:

- Microsoft Windows, MS Remote Desktop Services (RDS), Touch Services, Video/Telepresence.

Preferred:

- Certifications such as CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.
- Experience with macOS management, VMware/Citrix virtual desktops, or insurance or financial-services clients.
- Experience supporting users across several countries and time zones.

📌 Service Desk / Desktop Support Technician - Remote / Telecommute (Mississauga)
🏢 Cynet Systems
📍 Mississauga