IT Service Desk Specialist (Tier 2)
Omega Network Solutions is a well-established Toronto-based Managed IT Services Provider (MSP) with 20 years of experience supporting small and mid-sized businesses across the GTA. Known for our strong customer relationships and technical expertise, we provide outsourced IT support, cybersecurity, hosted infrastructure, and project services. As we continue to grow, we’re looking for an experienced Tier 2 Service Desk Specialist to join our team.
Why join Omega?
At Omega, you’ll join a supportive team where collaboration matters and good work is recognized. You’ll gain exposure to a wide range of technologies and client environments, continue building your technical and customer-facing skills, and play a meaningful role in delivering dependable service to our clients.
In this client-facing role, you’ll provide remote and onsite support across a range of client environments, resolve technical issues efficiently, and deliver a high standard of service. This is a hybrid role with an expectation of three or more days per week in the office, with the remainder worked remotely from home based on business needs. The role also participates in an on-call rotation to support urgent client issues and critical alerts.
What you’ll do
- Provide Tier 2 technical support to clients remotely and onsite.
- Troubleshoot and resolve service requests using strong technical and problem-solving skills.
- Support Microsoft 365, Entra, Exchange, SharePoint, Azure Virtual Desktop, Windows Server, and Windows workstations.
- Support workstations, hardware, firewalls, switches, and backup infrastructure.
- Guide clients through common how-to requests and end-user tasks with clear, practical, step-by-step instructions.
- Maintain clear, thorough ticket notes and email updates by documenting investigations, actions taken, solutions, and final resolution details.
- Communicate clearly with clients and team members while delivering excellent customer service.
- Participate in the on-call rotation and respond to urgent issues and critical alerts.
What you bring
You have a degree, diploma, or certificate in information technology or a related field, plus 2–4 years of experience in technical support or managed services. You’re organized, self-motivated, calm under pressure, and confident, supporting both technical and non-technical users.
- Strong English verbal and written communication skills.
- Experience supporting Windows 11, Windows Server, Active Directory, Microsoft 365, Entra, Exchange, SharePoint, and Azure Virtual Desktop.
- Experience supporting hardware, Windows and macOS, networking equipment, firewalls, and switches.
- Ability to prioritize, multitask, and work independently or as part of a team.
- Valid Ontario G driver’s license and access to a reliable vehicle.
- Ability to lift and carry computer equipment. (50lb)
- Willingness to complete a Toronto Police background check.
Nice to have
- Experience working for another MSP.
- Experience with ConnectWise Automate or other RMM platforms.
- Experience with ConnectWise PSA/Manage or other PSA platforms.
- Experience with SonicWall firewalls and Veeam Backup.
- Microsoft or SonicWall certifications.
What we offer
Salary: $58,000–$65,000 per year, based on experience, plus comprehensive benefits and eligibility for a performance-based bonus.
How to apply
To apply, please send your resume and cover letter to [email protected]. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
Job Types: Full-time, Permanent
Pay: $58,000.00-$65,000.00 per year
Benefits:
- Company events
- Dental care
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site parking
- Paid time off
- Work from home
Flexible language requirement:
Application question(s):
- Do you live in the Greater Toronto Area with full access to a reliable vehicle? (Required)
- Enter the URL to your LinkedIn profile.
- Go to the URL https://eaglecenterforleadership.com/make-a-difference/take-the-test take the test, it is free, and add your score for the 4 personality types.
Experience:
- IT support: 2 years (required)
Language:
- Excellent and Fluent English (required)
Licence/Certification:
- Ontario Full G driver's license or equivalent (required)
Work Location: Hybrid remote in Toronto, ON
