Senior Inside Escalation & Advanced IT Support Technician (L2-3)
In‑Office | Ancaster, Ontario
About Audcomp
Audcomp is a leading Managed Services and Managed Security Services Provider (MSP/MSSP) headquartered in Ancaster, Ontario. For nearly 40 years, we have delivered trusted IT, cybersecurity, and technology solutions to businesses across Canada. Our success is built on deep technical expertise, strong client relationships, and a collaborative, high‑performance team culture.
Position Overview
We are seeking a Senior Inside Advanced IT Support Technician (L2-3) to join our in‑office technical team. This is a hands‑on, senior technical role focused on advanced troubleshooting, root‑cause analysis, and resolution of complex issues across diverse client environments.
You will act as a technical support resource on our Help Desk, providing expert guidance, mentoring, and resolution support when advanced skills are required. You will work closely with engineers, service leadership, and project teams to ensure high‑quality outcomes and exceptional client experiences.
Key Responsibilities
- Act as the primary L2-3 escalation point for complex technical issues on the Help Desk
- Troubleshoot and resolve advanced infrastructure issues across servers, virtualization, networking, storage, and cloud environments, end user support and advanced trouble shooting
- Provide deep technical expertise in Windows Server OS, Active Directory, Microsoft 365, Azure, VMware, and networking technologies
- Analyze issues holistically, identifying root causes and implementing long‑term, stable solutions
- Support and troubleshoot a wide range of third‑party and line‑of‑business applications, adapting quickly to new technologies
- Work across multiple client environments, each with unique architectures, business requirements, and security needs
- Assist with or lead technical components of projects, migrations, upgrades, and deployments as required
- Communicate clearly and professionally with clients, translating complex technical issues into understandable business language
- Create and maintain accurate documentation, knowledge articles, and service records
- Collaborate closely with internal teams to ensure consistent service delivery and continuous improvement
Required Experience & Skills
- 5+ years of progressive experience in IT support, systems administration, or MSP environments
- Exceptional troubleshooting and diagnostic skills across infrastructure and application layers
- Strong hands‑on experience with:
- Windows Server & Active Directory
- VMware and/or Hyper‑V
- Networking (firewalls, switching, routing, VPNs)
- Microsoft 365 and Azure
- Proven ability to adapt quickly to new tools, technologies, and third‑party applications
- Experience supporting multiple clients with diverse IT environments
- Outstanding verbal and written communication skills
- Strong consulting mindset with the ability to recommend practical, business‑aligned solutions
- Ability to work independently while also thriving in a collaborative team environment
Preferred Qualifications
- Industry certifications (Microsoft, VMware, Cisco, security‑focused certifications)
- MSP or MSSP experience
- Exposure to cybersecurity tools, services, or managed security offerings
Professional Attributes
- Strong customer service and relationship‑management skills
- Excellent time management, organization, and prioritization abilities
- Ability to think critically, adapt quickly, and work effectively in a fast‑paced environment
- Confident decision‑making under pressure
- Willingness to provide after‑hours support when required for critical issues or client needs
- Valid driver’s license and access to a vehicle
What We Offer
- Competitive compensation and benefits package
- Paid training and certification opportunities
- Clear career progression into senior engineering, architecture, or leadership roles
- Collaborative, in‑office team culture with strong peer support
- Exposure to modern, leading‑edge technologies
- Long‑term opportunity with a stable, growing organization
Job Types: Full-time, Permanent
Pay: $50,000.00-$60,000.00 per year
Benefits:
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Vision care
Experience:
- IT support: 5 years (required)
- IT Troubleshooting: 5 years (required)
- Firewall: 3 years (required)
- Microsoft Windows Server: 6 years (required)
- Virtualization: 5 years (required)
- Computer networking: 5 years (required)
- Microsoft Intune/Copilot: 1 year (required)
- ConnectWise: 2 years (preferred)
Licence/Certification:
- Class G Licence (required)
Work Location: In person
