IT Technical Support Specialist

JSI•Ottawa, ON

12h•CA$74,500 - CA$81,500

About The Position

This role supports JSI end users while administering and maintaining core identity, cloud, endpoint management, and data protection platforms. It bridges frontline service desk support with hands-on operational ownership of user services, messaging, device management, and cloud platforms. The specialist will act as an administrator for Active Directory, Microsoft 365, Azure-based identity services, and endpoint management platforms, including Microsoft Intune, Autopilot, and ManageEngine Endpoint Central. This position works closely with the Service Desk team to support escalations, ensure platform stability, and maintain reliable and secure user services. The role also owns backup, recovery, and data protection capabilities and participates in IT service management processes, including change management and project delivery activities, to ensure system resilience and continuity of user services, while supporting modern security practices aligned to Zero Trust principles.

Requirements

College diploma or equivalent experience in Information Technology or a related field.
3-5 years of experience in service desk, end user support, or IT operations roles.
Strong hands-on experience with Active Directory and Microsoft Entra ID.
Experience supporting Microsoft 365 environments, including administration and troubleshooting.
Experience with endpoint management platforms such as Intune, Autopilot, or equivalent tools.
Experience supporting cloud-based SaaS platforms.
Strong experience supporting backup, recovery, and data protection processes across enterprise systems.
Understanding of ITIL framework principles (incident, request, change, and problem management).
Experience supporting change management and project-based implementation activities.
Proven ability to troubleshoot and resolve complex technical issues across multiple platforms.
Strong customer service and communication skills.
Excellent problem solving and analytical abilities.
Strong attention to detail and operational quality.
Ability to work independently and collaboratively.
Ability to manage multiple priorities effectively.
Willingness to participate in on call and after-hours support rotations.
Ability to attain and maintain required security clearance.

Nice To Haves

ITIL certification or training is considered an asset.
Experience with Microsoft Azure services.
Experience supporting email security and protection platforms (e.g., Barracuda).
Familiarity with infrastructure and monitoring tools.
Working knowledge of networking concepts and troubleshooting.
Experience with scripting or automation tools such as PowerShell.
Familiarity with device lifecycle and endpoint security practices.
Familiarity with Zero Trust principles, including identity-based access and device compliance models.
Interest in expanding into cloud, identity, or security architecture roles.

Responsibilities

Provide service desk and end user support, resolving hardware, software, access, and connectivity issues.
Support complex or unresolved issues related to identity, cloud services, endpoint management, and data protection.
Collaborate with the Service Desk team to ensure timely resolution and high-quality support delivery.
Document solutions, procedures, and known issues to support knowledge sharing.
Administer and support identity platforms including Active Directory and Microsoft Entra ID.
Manage user lifecycle processes including provisioning, deprovisioning, role changes, and access control.
Support authentication mechanisms and access governance across enterprise platforms.
Assist in enforcing identity security best practices including least privilege and conditional access.
Support Zero Trust principles by enforcing identity-based access controls and secure authentication practices.
Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and related platforms.
Manage licensing, user configuration, and service settings within Microsoft 365.
Support Azure-based services where required, particularly identity and user-related services.
Troubleshoot and resolve complex issues across cloud and SaaS platforms.
Act as the primary administrator for endpoint management platforms including Microsoft Intune, Microsoft Autopilot, and ManageEngine Endpoint Central.
Design, manage, and maintain device provisioning, configuration, compliance, and lifecycle processes.
Support endpoint security, patching, and policy enforcement across corporate devices.
Support Zero Trust device posture by enforcing compliance, configuration standards, and conditional access requirements.
Collaborate with Service Desk to support device deployments, IMAC activities, and issue resolution.
Own and administer backup and recovery (BCR) capabilities across user platforms, endpoint systems, and supported cloud and on-premises services.
Design, implement, and maintain reliable data protection strategies to ensure availability, integrity, and recoverability of organizational data.
Validate backup integrity and perform regular testing of recovery procedures to ensure readiness for system failures, data loss, or service disruptions.
Lead restoration activities for incidents involving data recovery, ensuring timely and accurate recovery of systems and user data.
Collaborate with IT leadership and platform owners to align backup and recovery practices with business continuity and disaster recovery objectives.
Identify risks and gaps in data protection strategies and implement improvements to strengthen resilience and recovery capability.
Administer and maintain email and messaging platforms, including Exchange and Email security tools.
Monitor and manage email security, spam protection, and related services.
Support secure communication across enterprise platforms.
Support virtual infrastructure platforms such as VMware vCenter where required.
Assist with mobile device provisioning and support, including cellular services.
Monitor IT systems and respond to alerts across managed platforms.
Perform maintenance activities for assigned systems and services.
Support ITIL aligned service management processes, including incident, request, change, and problem management.
Participate in change management activities, including assessing impact, planning, and executing changes related to identity, endpoint, and cloud platforms.
Review and implement platform-related changes in accordance with established change control procedures.
Support Zero Trust operational practices through consistent enforcement of identity and device validation within platform configurations.
Support business continuity and resilience objectives through effective backup, recovery, and data protection practices.
Contribute to system improvements, automation, and process optimization.
Identify recurring issues and support root cause analysis and long-term resolution.
Participate in on-call and after-hours support rotations.
Support project delivery activities by contributing to the implementation, testing, and rollout of platform and system changes.
Collaborate with solutions, infrastructure, and project teams to ensure platform readiness and successful deployment of solutions.
Provide technical input and support for initiatives involving identity, M365, endpoint management, and user platforms.
Work closely with the Service Desk (L1–L3) to support escalations and improve service delivery.
Collaborate with infrastructure, network, and application teams to ensure platform alignment.
Collaborate with cybersecurity teams to align identity and endpoint configurations with Zero Trust architecture principles.
Provide technical expertise to support operational decisions and service improvements.
Act as a bridge between end user services and backend platform administration.