L1 IT Support Engineer

Company: Digify SEO Company Inc.

Job Type: Full-Time, Permanent

Work Location: On-Site – Mississauga, Ontario Travel Requirement: Approximately 10–15% annually within Ontario and Alberta Company Description Digify SEO is a fast-growing digital marketing, technology, and SEO company based in Canada. We serve businesses across the Greater Toronto Area and other regions, including Toronto, Brampton, Mississauga, Milton, Ottawa, Oshawa, Markham, Richmond Hill, Scarborough, Hamilton, Oakville, Waterloo, and Kitchener. Our team helps organizations strengthen their online presence, improve their technology operations, and connect with more customers through digital marketing, SEO, online advertising, and technology-driven solutions. Team members work in a dynamic and collaborative environment with opportunities to develop their knowledge of IT support, digital technologies, online marketing, and business systems.

Role Description

Digify SEO is seeking a dependable and solution-focused L1 IT Support Engineer to provide first-level technical support for internal users, workstations, office systems, networking equipment, and client-related IT environments. This is a full-time, fixed-location position based at our Mississauga office. The successful candidate will be responsible for diagnosing and resolving common technical issues, responding to support tickets, maintaining accurate documentation, setting up computer systems, and escalating more complex issues to senior technical team members. Strong communication and problem-solving skills are essential for this role. The technician must be comfortable communicating with users, understanding technical concerns, explaining solutions in clear language, and managing multiple support requests professionally. The role may require approximately 10–15% travel during the year to work locations within Ontario and Alberta. Approved work-related travel expenses, including transportation, accommodation, and other authorized business expenses, will be covered by the company. Regular commuting expenses to the fixed Mississauga office location are not covered.

Key Responsibilities

Provide first-level technical support to internal users and assigned clients. Respond to IT support tickets, emails, phone calls, and in-person support requests. Diagnose and resolve common hardware, software, operating system, printer, network, and connectivity issues. Install, configure, update, and maintain Windows desktop and laptop computers. Set up new employee workstations, user profiles, applications, printers, and office equipment. Provide basic Windows system administration and troubleshooting support. Assist with Microsoft Active Directory user accounts, security groups, password resets, permissions, and group membership. Troubleshoot printers, scanners, drivers, print queues, and network printing issues. Perform basic computer repairs, hardware replacements, upgrades, and routine diagnostics. Support common office applications, email platforms, browsers, antivirus software, and productivity tools. Apply operating system updates, software patches, and routine security checks. Demonstrate a basic understanding of firewalls, routers, switches, IP addresses, DNS, DHCP, VPNs, and network routing. Assist with basic firewall rules, connectivity troubleshooting, and network equipment checks under senior-level supervision. Document technical issues, troubleshooting steps, resolutions, and equipment information. Escalate unresolved or complex issues to L2 or L3 support according to established procedures. Follow service-level agreements, ticket priorities, escalation procedures, and internal IT policies. Maintain IT inventory records and assist with equipment tracking. Perform routine workstation, system, and network health checks. Provide occasional on-site IT support at company or client locations within Ontario and Alberta. Communicate professionally with users and provide timely updates regarding support requests.

Required Qualifications

Strong technical support and troubleshooting skills. Hands-on experience supporting Windows operating systems. Experience installing, configuring, and maintaining desktop and laptop computers. Familiarity with Windows user accounts, system settings, device management, and administrative tools. Basic knowledge of Microsoft Active Directory, users, organizational units, permissions, and security groups. Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPNs, firewalls, and routing. Ability to diagnose common hardware, software, printer, email, and connectivity issues. Basic computer repair skills, including replacing components and performing hardware diagnostics. Strong communication and customer service skills. Excellent problem-solving and analytical abilities. Ability to explain technical issues and solutions in clear, non-technical language. Strong organizational skills and attention to detail. Ability to prioritize and manage multiple support requests. Ability to work independently and collaborate with L2, L3, development, and management teams. Willingness and ability to work on-site at the Mississauga office. Willingness to travel approximately 10–15% annually within Ontario and Alberta.

Preferred Qualifications

Experience using IT ticketing or help desk software is a strong asset but is not mandatory. Relevant technical diploma, degree, certification, or equivalent practical experience. CompTIA A+, Network+, Microsoft, or other IT-related certification is an asset. Previous experience in an L1 help desk, IT support technician, desktop support, or technical support role. Experience supporting Microsoft 365, Outlook, shared drives, printers, and office applications. Basic knowledge of cybersecurity practices, antivirus tools, access controls, and system security. A valid Ontario G2 or full G driver’s licence is preferred.

Key Assets for Success

Strong verbal and written communication. Practical problem-solving skills. Professional and patient approach when assisting users. Ability to follow documented procedures and escalation processes. Willingness to learn new technologies and support systems. Reliability, accountability, and attention to detail. Ability to remain organized in a fast-paced technical environment.

Work Location and Travel

This is an on-site, fixed-location role based in Mississauga, Ontario. Remote work is not part of the regular position. The role may include approximately 10–15% annual travel to approved work locations within Ontario and Alberta. Authorized work-related travel expenses will be covered by Digify SEO. Daily commuting expenses to and from the regular Mississauga office are the employee’s responsibility.