IT Service Desk Analyst (Microsoft 365)

Location: On-site in Brampton, Ontario, Canada. The role includes after-hours, weekend, and on-call support as required, with flexibility in start and end times to collaborate across multiple time zones.

Salary: CAD 73,000–89,000 per year.

Company

A global cannabis company providing premium medical cannabis products across Canada, Europe, Australia, and New Zealand.

What you will do

• Act as an escalation point for complex incidents and service requests, owning issues through resolution and coordinating with Infrastructure, Network, Security, Applications, vendors, and other IT teams.
• Provide advanced support for hardware, software, identity and access, connectivity, endpoints, Microsoft 365, collaboration platforms, office technology, and local infrastructure.
• Manage ticket queues, priorities, escalations, SLAs, documentation, service reporting, and ITSM workflows.
• Administer accounts, groups, permissions, onboarding, offboarding, role changes, equipment deployment, and access changes across enterprise platforms.
• Configure, deploy, maintain, and troubleshoot end-user devices; support endpoint management, mobile device management, security patches, encryption, vulnerability remediation, and asset lifecycle activities.
• Contribute to incident and problem management, root-cause analysis, knowledge documentation, automation, self-service, technology deployments, change activities, and continuous service improvement.

Requirements

• Advanced troubleshooting and problem-solving skills across endpoint technologies, Microsoft 365, identity and access management, networking, remote connectivity, and collaboration platforms.
• Strong knowledge of Windows, Microsoft 365, Active Directory, Microsoft Entra ID, Exchange Online, Microsoft Intune, and related enterprise technologies.
• Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivity troubleshooting.
• Strong understanding of IT service management and ITIL-aligned incident, request, problem, change, and knowledge management processes.
• Knowledge of endpoint management, device configuration, software deployment, patching, and information security practices.
• Strong analytical, organizational, and time-management skills, including the ability to investigate complex issues, identify trends and root causes, manage competing priorities, and meet service levels.
• Excellent written, verbal, interpersonal, and customer service skills, with the ability to explain technical concepts to technical and non-technical audiences.
• Ability to guide Service Desk colleagues, maintain technical documentation and runbooks, contribute to automation and self-service, and collaborate with IT teams, vendors, and stakeholders in a geographically dispersed environment.
• Professionalism, sound judgment, adaptability, and discretion when handling confidential information and privileged access.

Nice to have

• Working knowledge of scripting and automation, particularly PowerShell.
• Hands-on experience with Sage X3 ERP, including Finance, Inventory Management, Procurement, and Manufacturing modules; workflow configuration, master data, and functional troubleshooting.
• Understanding of financial and inventory integration in Sage X3, including cost accounting, stock valuation, journal entries, and reconciliation.
• Knowledge of the cannabis industry, including regulatory compliance, inventory tracking, and sector-specific financial reporting.
• Knowledge of computer systems, ERP technologies, programming fundamentals, application design, and business-process optimization through Sage X3.
• Familiarity with Agile, Waterfall, and hybrid SDLC methodologies applied to ERP enhancement and deployment projects.
• Experience supporting enterprise-level, multi-site, and global organizations, including multi-company and multi-legislation Sage X3 configurations.
• Experience with cross-functional ERP projects involving multidisciplinary teams in fast-paced, innovation-driven environments.

Culture & Benefits

• Permanent employment with a flexible work environment and flexible hours.
• Remote work options are mentioned as a company benefit, while this role is specified as on-site in Brampton.
• Competitive salary, professional development opportunities, company merchandise, team activities, and modern technology.
• Diverse, inclusive, and globally collaborative workplace focused on accessibility and work-life balance.
• After-hours, weekend, and on-call rotations may be required to support operational needs.

Hiring process

• Submit a resume through the company website.
• The application is reviewed by the Talent Acquisition Team rather than an AI software or system; suitable candidates are contacted by email.