Level 2 IT Support Technician

Job summary

Resolve escalated IT tickets and manage complex issues from start to finish across Windows Server, Active Directory, and Microsoft 365 environments. Maintain client systems, document fixes, communicate with clients, and travel to GTA client sites for installations, troubleshooting, and hardware work.

Job details

NetFusion Designs (NFD) is a managed IT services provider supporting small and mid-sized businesses across Ontario since 2006. We look after our clients' servers, Microsoft 365, networks and security, and pride ourselves on fast, friendly support and fixing problems properly the first time. The role We're looking for an experienced Level 2 technician to join our service desk on the afternoon/evening shift. You'll take escalations from Level 1, own complex tickets from start to finish, and visit client sites in the Toronto area when hands-on work is needed. Schedule: Monday to Friday, 12:00 PM - 8:00 PM ET Type: Full-time contract Location: Toronto, ON - hybrid (remote + client sites across the GTA) What you'll do • Resolve escalated tickets across Windows Server, Active Directory and Microsoft 365 • Administer Microsoft 365 / Exchange Online / Entra ID (users, licensing, mailboxes, MFA, groups, permissions) • Maintain Windows Server environments: AD, DNS, DHCP, Group Policy, file and print services, patching • Work tickets, time entries and client communication in ConnectWise PSA, and use RMM tools for remote support • Travel to client sites in the GTA for installs, troubleshooting and hardware work • Document fixes and configurations, and write clear updates for clients What you need • Located in Toronto with a valid driver's licence and your own vehicle (for client site visits) • Windows Server administration experience (AD, GPO, DNS/DHCP, file/print) • Microsoft 365 / Office 365 administration experience • MSP experience - you've worked in a managed services environment supporting multiple clients • ConnectWise experience (PSA/Manage; Automate/RMM a plus) • Clear written and spoken English, and comfort dealing directly with clients • Available Monday to Friday, 12 PM - 8 PM ET Nice to have • Networking (firewalls, switches, Wi-Fi - Meraki/UniFi), Citrix/RDS, backup tools (Veeam/Cove), endpoint security (SentinelOne) • Microsoft certifications (e.g. MS-102, AZ-104) or CompTIA How to apply Apply with your resume and answer the screening questions, including your expected hourly rate for this full-time contract role.

What you’ll do

Resolve escalated IT tickets and manage complex issues from start to finish across Windows Server, Active Directory, and Microsoft 365 environments. Maintain client systems, document fixes, communicate with clients, and travel to GTA client sites for installations, troubleshooting, and hardware work.

Requirements

Candidates need Windows Server and Microsoft 365 administration experience, prior MSP experience supporting multiple clients, and familiarity with ConnectWise; RMM experience is an advantage. The role also requires Toronto-area residence, a valid driver's licence and personal vehicle, clear English communication, and availability Monday to Friday from 12:00 PM to 8:00 PM ET.

Listed skills

• Technical Documentation · Preferred
• DHCP · Preferred
• Active Directory · Preferred
• DNS · Preferred
• Troubleshooting · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Windows Server Administration
• Active Directory
• Group Policy
• DNS
• DHCP
• Microsoft 365 Administration
• Exchange Online
• Entra ID
• ConnectWise PSA
• Remote Monitoring and Management Tools
• Client Support
• Ticket Management
• Technical Documentation
• Networking
• Troubleshooting

Job areas

• Technology
• Customer Service & Support
• Security & Safety

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