Help Desk Engineer (Canada)

TL;DR

Help Desk Engineer (IT Support): Providing first-level technical support and escalation management for managed services clients with an accent on troubleshooting Windows environments, M365 administration, and network connectivity. Focus on resolving complex tickets, maintaining documentation, and mentoring Level I technicians to ensure high-quality service delivery.

Location: Must be based in Canada

Compensation: $25.00 - $28.00 / hour

Company

hirify.global is a strategic digital technology services provider specializing in managed services, cybersecurity, and cloud solutions for mid-market and enterprise organizations.

What you will do

• Resolve technical issues reported via phone and web tickets within SLA guidelines.
• Serve as an escalation point for Level I technicians and provide guidance to the team.
• Maintain and update internal knowledgebase articles and network documentation.
• Configure and image hardware including desktops, laptops, and mobile devices.
• Administer user accounts and security groups within Active Directory and EntraID.
• Collaborate with vendors to resolve complex client issues as required.

Requirements

• Must be based in Canada
• 3-5+ years of experience in a technical call center or help desk environment.
• Proficiency in Windows 10-11, MS Office, M365, and EntraID administration.
• Solid understanding of corporate IT environments, including LAN/WAN, wireless, and VPN clients.
• Experience with Active Directory administration and security applications.
• Associates Degree in Information Technology or equivalent professional experience.

Nice to have

• CompTIA A+ or Network+ certification.
• MCDST or HDI-SCA certification.

Culture & Benefits

• Full-time employment with a focus on professional development.
• Opportunity to work with a wide range of enterprise-level technologies.
• Collaborative team environment with a focus on customer service excellence.
• Supportive culture that values internal equity and professional growth.