Job Description:
Desktop Support Technician
Hybrid role
Location: Markham, ON, Canada (2-3 days a week in office with occasional travel to downtown Toronto office location)
Position Summary
Constellation Software's Perseus Group (CSI) is seeking an experienced and customer-focused Desktop Support Technician to provide advanced technical support and endpoint management services across a multi-location enterprise environment. This role serves as a key escalation point for complex technical issues, while driving improvements in endpoint management, user experience, operational processes, and service delivery.
The ideal candidate possesses strong technical expertise across Windows, macOS, Microsoft 365, and modern device management platforms, combined with exceptional customer service skills and the ability to work independently in a fast-paced corporate environment. This individual will also contribute to process improvement initiatives, mentor junior support staff, and help maintain a secure, reliable, and efficient end-user computing environment.
Key Responsibilities
End User Support & Service Delivery
- Provision, configure, and deploy end-user devices for new hires, while providing break/fix support and replacement deployments to ensure seamless user productivity.
- Serve as a Tier 2/3 escalation resource for complex desktop, laptop, mobile device, and application issues.
- Provide advanced troubleshooting and resolution for Windows, macOS, Microsoft 365, networking, and endpoint-related incidents.
- Deliver high-quality onsite and remote technical support to executives, VIP users, and employees across multiple locations.
- Manage incident, request, and problem tickets while ensuring adherence to internal SLAs and service standards.
- Collaborate with infrastructure, security, and application teams to resolve cross-functional technical issues.
- Identify recurring issues and implement long-term solutions to improve service reliability and user experience.
Endpoint Management & Administration
- Administer and support enterprise endpoint management platforms including Microsoft Intune, Apple Business Manager, and Microsoft Entra ID.
- Configure, deploy, and manage Windows and macOS devices throughout their lifecycle.
- Maintain device compliance, security policies, software deployment packages, and endpoint configurations.
- Support onboarding, offboarding, device refresh, and asset management processes.
- Assist with endpoint security initiatives, vulnerability remediation, and compliance requirements.
Operational Excellence
- Develop, maintain, and improve technical documentation, knowledge base articles, and standard operating procedures.
- Analyze support trends and provide recommendations to improve service quality, automation, and operational efficiency.
- Participate in IT projects related to workstation deployments, office expansions, technology upgrades, and cloud service implementations.
- Assist with technology standardization efforts across the organization.
Leadership & Collaboration
- Act as a technical mentor for junior support staff and provide guidance on troubleshooting methodologies and best practices.
- Share knowledge across the IT organization to improve team capabilities and consistency.
- Participate in after-hours support, maintenance activities, and on-call rotations as required.
- Build strong working relationships with business leaders and stakeholders while maintaining a customer-first approach.
Technical Qualifications
Required Experience
- 5+ years of experience supporting enterprise desktop environments in a corporate IT organization.
- Proven experience supporting both Windows and macOS platforms in a business environment.
- Strong experience with Microsoft 365 administration and support, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
- Experience with Microsoft Intune, Entra ID (Azure AD), Autopilot, and modern endpoint management practices.
- Experience managing hardware lifecycle processes, software deployments, and endpoint security controls.
- Strong understanding of IT service management principles and ticketing platforms.
Technical Skills
- Microsoft Windows 10/11 administration and troubleshooting
- macOS administration and support
- Microsoft 365 ecosystem
- Microsoft Entra ID (Azure AD)
- Microsoft Intune and Endpoint Manager
- Apple Business Manager
- Active Directory administration
- PowerShell scripting and automation
- TCP/IP, DNS, DHCP, VPN, and wireless networking
- Endpoint security and compliance best practices
- Remote management and support tools
Preferred Qualifications
- Familiarity with Microsoft Defender, Conditional Access, and endpoint security solutions.
- Experience with automation, scripting, and process improvement initiatives.
- Industry certifications such as Microsoft Modern Desktop Administrator, Microsoft Endpoint Administrator, CompTIA A+, Network+, or equivalent.
Professional Competencies
- Exceptional customer service and communication skills.
- Ability to translate technical concepts into business-friendly language.
- Strong analytical and problem-solving capabilities.
- Excellent organization, documentation, and time-management skills.
- Proven ability to manage competing priorities and perform effectively under pressure.
- Self-motivated with a continuous improvement mindset.
- Demonstrated ability to work independently while collaborating effectively within a distributed IT team.
Additional Requirements
- Available for occasional business travel.
- Ability to work onsite 2-3 days per week.
- Reliable transportation to support multiple office locations as needed.
- Participation in on-call rotations and occasional after-hours maintenance activities.
- Must be legally authorized to work in Canada.
Compensation & Benefits
CSI offers a competitive salary, annual bonus opportunity, comprehensive benefits package, professional development opportunities, and the ability to work with modern enterprise technologies in a collaborative and growth-oriented environment.
Pay: $90,000.00-$95,000.00 per year
Benefits:
- Company events
- Disability insurance
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- RRSP match
- Stock options
- Work from home
Application question(s):
- Are you OK with a hybrid work situation in the Markham office and occasional travel to the downtown Toronto office?
- Do you have experience with Microsoft Intune?
- Do you have Windows 10/11 administration and troubleshooting experience?
Work Location: Hybrid remote in Markham, ON
