Second Level Support jobs

IT Support Specialist – Deployment & Helpdesk (Level 2)

IDS | Beyond Technology — London, Ontario (N0L 1R0)

Full-time | Monday–Friday, 9:00 AM – 5:00 PM

Salary: $50,000.00 –$60,000.00 per year

Looking for a career, not just a ticket queue?

IDS | Beyond Technology is a small, tight-knit Managed Service Provider (MSP) delivering IT solutions, security, telecom, and digital content to clients across the region. We're hiring an IT Support Specialist to own device deployment and lifecycle work — imaging, prep, and onboarding/offboarding — alongside Level 2 helpdesk support, with real input into how we run things, not just execution.

What You'll Do

• Device Deployment & Lifecycle: Image, configure, and prep computers for new deployments; handle end-to-end user onboarding and offboarding (accounts, hardware, access, and data handoff).
• Level 2 Helpdesk Support: Resolve escalated tickets from Level 1 for desktops, printers, and peripherals across Windows 7/10/11, on-site, remote, and by phone.
• Security Tooling: Apply and monitor RMM and EDR/AV agents as part of standard deployment and support workflows, and support patch management across client environments.
• Microsoft 365 & Accounts: Manage user accounts and licensing through the Microsoft 365 Admin Console as part of onboarding/offboarding.
• Client Communication: Explain technical steps and timelines clearly to non-technical clients during deployments and support calls.
• Documentation: Keep deployment checklists, onboarding/offboarding records, and knowledge base articles up to date.

Bonus exposure: Windows Server, networking (routers/switches/firewalls), VoIP/PBX systems, security camera/NVR systems, and macOS environments.

What You Bring

• 2+ years in an IT support/service role, with hands-on troubleshooting of Windows 7/10/11 and Microsoft 365 Admin Console
• Experience working at a Managed Service Provider (MSP), with an understanding of ticket-based, multi-client support environments
• Experience with device imaging/deployment and user onboarding or offboarding processes
• Exposure to EDR/AV and RMM tools (deploying/monitoring, not necessarily architecting)
• Strong written and verbal communication; comfortable explaining technical issues to non-technical people
• Valid driver's license and reliable vehicle for client site visits
• Comfortable lifting IT equipment and using ladders during installs (if needed)

Nice to have: Windows Server/Exchange administration, Fortinet firewall config, VMware/Hyper-V, prior MSP experience, Security+/Network+/Microsoft/Fortinet certifications.

Why IDS | Beyond Technology

• Mileage reimbursement
• Extended health, dental, and vision care
• Life and disability insurance
• Paid time off
• On-site parking, casual dress
• A small team where your work is visible and your voice matters

Ready to apply?

Send us your resume — we'd love to hear from candidates who bring even 70% of this list and genuinely enjoy the fast pace of working in a Managed Service Provider (MSP) environment.

Pay: $50,000.00-$60,000.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Mileage reimbursement
• On-site parking
• Paid time off
• Vision care

Ability to commute/relocate:

• London, ON N6N 1N7: reliably commute or plan to relocate before starting work (required)

Experience:

• WORKING FOR A MANAGED SERVICE PROVIDER: 1 year (required)
• IT support: 2 years (required)
• Computer hardware: 1 year (required)
• Computer repair: 1 year (required)

Language:

• English (required)

Location:

• London, ON N6N 1N7 (required)

Willingness to travel:

• 50% (required)

Work Location: In person