IT Technical Support Specialist

The Company: Members IT Group is a privately-owned, customer-oriented technology solution provider. Our vast experience with small, medium and enterprise companies across Canada affords us a strong local presence within an expanding national scope.

We specialize in enterprise-level solutions practically adapted for small and medium-sized businesses (SMB). Our hardware, software and managed solutions are tailored to the needs of our individual customers. Our goal is to help our customers run their businesses more efficiently, while making the best use of their critical IT budgets.

We have an immediate requirement for a Technical Support Specialist to meet the demands of our expanding client base.

Location: Flexible work location within New Brunswick, Nova Scotia or Prince Edward Island. This role is primarily work from home with the requirement for occasional travel to customer sites and conferences.

The Role: Our Technical Support Specialist are trusted technical experts responsible for delivering high-quality IT support to small and medium business (SMB) clients in a Managed Services Provider (MSP) environment. This role combines deep Microsoft 365 expertise with hands-on experience supporting Windows servers, Active Directory, networking, and virtualization. In addition to troubleshooting, the role contributes to infrastructure stability, security, client satisfaction, and continuous service improvement.

Key Responsibilities:

Advanced Technical Support & Escalation

• Professionally respond to telephone calls, emails, web-based service support requests, and onsite inquiries.
• Document and prioritize tickets in call tracking system.
• Act as a Tier 2 escalation resource for complex end-user, server, and network issues
• Troubleshoot and resolve issues across:
  • Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
  • Windows Server environments (2016-2022)
  • Active Directory, Entra ID (Azure AD), Group Policy
  • Windows 10/11, macOS, and mobile devices
• Balance reactive support with proactive system health monitoring and remediation
• Work directly with customers, peers, and management daily to meet customer-defined requirements and SLAs

Microsoft 365 & Identity Management

• Administer Microsoft 365 tenants for multiple SMB customers
• Manage and support:
  • Exchange Online mail flow and security
  • MFA, Conditional Access, and identity protection
  • Intune / MDM policies and endpoint compliance
• Perform Microsoft 365 migrations, tenant consolidations, and environment optimizations
• Support Microsoft Business Premium and hybrid (on-prem + cloud) environments

Server & Infrastructure Support

• Support and maintain on-prem and hybrid infrastructure, including:
  • Windows Server roles (AD DS, DNS, DHCP, File & Print)
  • Group Policy design and troubleshooting
  • File servers and permissions (NTFS & SharePoint hybrid scenarios)
• Manage and support virtualization platforms (Hyper-V, VMware, HPE Morpheus VM Essentials)
• Perform operating system patching, updates, and lifecycle maintenance
• Assist with operating system installs, upgrades, and decommissioning
• Support backup, disaster recovery, and business continuity solutions

Network & Security Support

• Troubleshoot and support network infrastructure, including:
  • Firewalls, switches, wireless access points
  • VPNs (site-to-site and client VPN)
  • DNS, routing, and connectivity issues
• Implement and support security best practices for SMB environments:
  • Firewall rules and VPN access
  • Endpoint protection, email security, and monitoring tools
• Work closely with vendors and ISPs to resolve network-related incidents

MSP Client Delivery & Advisory

• Support multiple client environments with varied infrastructure and maturity levels
• Communicate clearly with clients regarding:
  • Issue impact, resolution steps, and root cause
  • Security risks and recommended improvements
• Identify recurring issues and recommend long-term fixes rather than temporary workarounds
• Assist with onboarding new clients and standardizing environments

Qualifications:

• Successful completion of a recognized, post-secondary Computer Technology program.
• 4+ years in technical support or systems administration, preferably in an MSP environment
• Strong hands-on experience with:
  • Microsoft 365 administration (multi-tenant)
  • Windows Server & Active Directory
  • Networking fundamentals (TCP/IP, DNS, VPNs, firewalls)
• Individuals with experience and/or certifications with Hewlett Packard Enterprise, HP Inc., VMware, Citrix, Microsoft, and CompTIA will be given special consideration. Must be willing to obtain other certifications as required.
• Excellent troubleshooting, prioritization, and documentation skills
• Strong client-facing communication and relationship-building abilities
• Ability to prioritize and multi-task while adapting in a fast-paced work environment.
• Strong written and verbal communication skills (Bilingualism is an asset, but not required).
• Must be willing to work occasional flexible hours to support customer projects/upgrades.
• Must hold a valid Canadian driver's license.
• Must have Canadian residency.
• Must be bondable.

To apply in confidence, please forward your resume and relevant certification information to [email protected].

No phone calls please. Successful candidates will be contacted.