Senior Technical Support Specialist

nesto • Toronto, ON

9d • CA$70,000 - CA$80,000 • Hybrid

About The Position

nesto is seeking a Senior Technical Support Specialist with a strong problem-solving mindset, excellent communication skills, and robust troubleshooting abilities. The ideal candidate will have experience in modern endpoint environments (Windows and macOS) and can thrive in a fast-paced setting. This role involves being the primary IT contact for the Toronto office, providing on-site support five days a week, and remotely supporting users across multiple locations. You will also serve as an escalation point for junior team members, manage user access changes, build and deploy workstations, maintain hardware inventory, and troubleshoot SaaS applications and internal tools. The position requires supporting and maintaining endpoint management platforms, assisting with device lifecycle management, and ensuring endpoint security and compliance. Collaboration with vendors and internal stakeholders is key, as is identifying opportunities for process improvement and maintaining documentation.

Requirements

• Minimum 7 years of experience in IT support or IT operations.
• Strong experience supporting Windows environments (Entra ID, Intune, Office 365).
• Working knowledge of macOS support and device management (Jamf or similar tools).
• Experience with managing Google Workspace or similar SaaS environments.
• Experience with managing MDM solutions (Intune, Jamf) and device enrolment processes.
• Experience with managing RMM tools for monitoring and remote support.
• Solid understanding of user lifecycle management (onboarding, off boarding, access changes).
• Strong troubleshooting skills across endpoints, applications, and connectivity.
• Experience working with ticketing systems (ServiceNow or similar).
• Understanding of ITIL-based support practices (ITIL Certification is an asset).
• Strong communication skills and ability to work with both technical and non-technical users at all levels of the organization.

Nice To Haves

• ITIL Certification

Responsibilities

• Act as the primary IT contact for the Toronto office (on-site support, 5 days/week)
• Provide Level 1 and Level 2 support for end users across all office locations remotely.
• Serve as an escalation point for junior support team members
• Manage onboarding, off-boarding, and user access changes
• Build, deploy, and support Windows and macOS workstations
• Maintain and manage hardware inventory and asset tracking
• Accurately manage tickets and time tracking to meet service levels
• Troubleshoot and support SaaS applications and internal tools
• Support and maintain endpoint management platforms for Windows and macOS devices
• Assist in device lifecycle management, including provisioning, configuration, patching, and recovery
• Ensure endpoints remain secure, up to date, and compliant with company standards
• Coordinate with vendors and internal stakeholders to resolve issues
• Identify opportunities to improve support processes and user experience
• Assist in maintaining documentation and standard operating procedures

Benefits

• Work alongside high-performing talent in the industry.
• Accelerated Growth: The slope of your learning curve here will be vertical. You will touch more production systems in one year than you would in five years at a bank.
• Best-in-Class Tools: Access to the resources and tech you need to execute without friction.
• Working framework: the environment that makes you productive and enables teamwork.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed