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Senior IT Support Specialist
AOS
- Grimsby, Ontario, Canada
- Grimsby, Ontario, Canada
À propos
Full-time, Permanent, Hybrid
Grimsby, ON
Expert Troubleshooter. Trusted Advisor. Problem Solver. If that sounds like you, you will fit right in.
At AOS, every team member plays a role in our success and culture. We value curiosity, coachability, and an entrepreneurial mindset, paired with dedication, resilience, and high performance. Collaboration, accountability, and exceptional client service are at the core of everything we do.
We're looking for a Senior IT Support Specialist (L2) who thrives on solving complex problems, supporting teammates, and building trusted relationships with clients.
About Us
At AOS, we specialize in providing office technology and managed services to businesses of all sizes. Our mission is to help organizations boost productivity, streamline workflows, and manage costs with ease.
We apply technology to drive profit, productivity, and peace of mind for our clients. Through reliable solutions and top-notch customer service, we ensure our clients can focus on what they do best.
We hire with the future in mind. With strong career growth opportunities, AOS fosters a dynamic environment where teams are challenged, supported, and continuously learning. If you're excited to make an impact and grow with a forward-thinking, tech-driven team, we'd love to meet you.
About The Role
As our Senior IT Support Specialist (L2), you will serve as a trusted technical advisor and escalation expert. You will take ownership of complex issues, support our L1 team, and drive proactive improvements that strengthen system reliability and client experience.
You'll combine advanced technical skills with leadership, strong communication, and a client-first mindset.
What You'll Do
Serve as the primary escalation point for complex and high-impact issues
Own problems from start to finish, ensuring strong outcomes for clients
Provide expert-level support across hardware, software, networking, and cloud systems (remote and onsite)
Troubleshoot Advanced Issues Related To
Windows environments
Microsoft 365 and SaaS platforms
Networks, firewalls, and security controls
Manage and maintain core IT systems, including:
Patching and updates
Backup and recovery
Antivirus and endpoint protection
Monitoring and alerting tools
Collaborate on projects, solution design, and IT initiatives
Support client onboarding and ongoing service improvements
Identify recurring technical or operational patterns and recommend proactive solutions
Document all work thoroughly in our PSA system
Mentor and support L1 team members through coaching and hands-on problem solving
How Success Is Measured
Escalation resolution efficiency
Customer satisfaction (CSAT) scores
Proactive issue identification and prevention
Contribution to long-term system stability and reliability
Proactive Improvement Expectations
Provide leadership with a monthly update on recurring trends and risks
Deliver at least one proactive solution per quarter that improves stability, efficiency, or client experience
What We Expect
Take full ownership of assigned issues until resolved or properly escalated
Remain calm, focused, and solution-oriented under pressure
Communicate clearly and collaborate effectively
Demonstrate empathy, adaptability, and strong critical thinking
Be a positive role model for the service team
Required Experience And Certifications
3-5 years of IT support or systems administration experience, with a strong background in troubleshooting complex hardware, software, networking, and cloud environments.
Proven experience providing mentorship or guidance to junior team members and supporting escalations
MSP experience preferred.
ITIL Intermediate or ITIL Foundation, CompTIA A+, CompTIA Network+ or CompTIA Security+, Microsoft 365 Certified: Administrator Expert are required
Why Join Us?
At AOS, You Will Be Part Of a Collaborative, Growth-focused Team Where Your Expertise Truly Matters. You Will Have The Opportunity To
Make a visible impact on client success
Mentor and develop junior team members
Grow into senior technical and leadership opportunities
Work on meaningful projects and initiatives
Be recognized for your contribution and performance
You are not just resolving escalations, you are shaping how we deliver exceptional service.
How To Apply
If you're passionate about technology, love solving complex problems, and enjoy helping both clients and teammates succeed, we'd love to hear from you.
Please submit your resume and a cover letter explaining why you're a great fit for the Senior IT Support Specialist (L2) role at AOS.
Our Commitment to Inclusion
We are an equal-opportunity, affirmative action employer. We value and welcome diversity and are committed to creating an inclusive environment where everyone feels they belong.
We provide reasonable accommodations throughout the recruitment process. If you require assistance, please let us know. We celebrate diverse backgrounds, experiences, and perspectives and encourage all qualified candidates to apply.
Compétences linguistiques
- English
Avis aux utilisateurs
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