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We are looking for an MSP IT Support Engineer is responsible for providing technical support and solutions to clients of a managed service provider (MSP), solving complex issues, escalating technical problems, and supporting end-user environments across various technologies.
Responsibilities- Provide front-line and escalation technical support for client requests via phone, email, and ticketing systems.
- Troubleshoot advanced issues in Windows Server, network infrastructure (routers, switches, firewalls), and cloud platforms (Azure, AWS, VMware).
- Handle Microsoft 365/Office 365 support, migrations, and administration.
- Manage Active Directory, domain configuration, and group policies.
- Implement and maintain backup/disaster recovery solutions (Veeam, Datto).
- Support security initiatives: firewalls, endpoint protection, MFA, Zero Trust configuration.
- Monitor client infrastructures with system/network management tools and respond proactively to alerts.
- Document technical processes, resolutions, and create end-user guides.
- Mentor junior support engineers and collaborate with cross-functional technical teams.
- Occasionally participate in project delivery, deployments, and upgrades, including after-hours/on-call support as needed.
- 3–5+ years MSP experience supporting diverse environments.
- Deep troubleshooting expertise across Windows Server, Microsoft 365, networking, and virtualization.
- Knowledge of firewalls (Sonicwall, Fortinet, Cisco), VLANs, backup/DR tools, and monitoring systems.
- Familiarity with scripting (PowerShell, Python, Bash) for automation.
- Strong analytical and communication skills, excellent documentation habits, and top-tier customer service focus.
- Ability to multitask, manage priorities, and work independently under pressure.
- Supporting VoIP, fiber ISP solutions, or telecom clients.
- Linux and hybrid-cloud environments.
- Service management (managing SLAs/KPIs, improving support documentation/processes).
- Conscientious, detail-oriented, and accountable.
- Professional appearance and team-oriented attitude.
- Passion for learning, teaching, and delivering excellent client experiences.
This role combines advanced technical troubleshooting, project work, and exemplary client-facing communication, making MSP IT Support Engineers critical to operational success in MSP environments.
What you need to know about the Ottawa Tech Scene
The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
