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User Support Technician jobs in Ontario

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    • IT support: 4 years (required).
    • This role is the first point of contact for client support interactions and plays a critical role in delivering a responsive,…
    • You will act as a technical support resource on our Help Desk, providing expert guidance, mentoring, and resolution support when advanced skills are required.
    • This will include dispatching field technicians, and processing parts requests where needed.
    • Your role will be critical in delivering exceptional customer…
    • Provide basic support for robotic cleaning equipment when required.
    • Provide basic handyman support at the ICS office and warehouse.
    • IT support: 5 years (required).
    • Bonus: Experience mentoring Tier One technicians.
    • You have less than 5 years of relevant IT support experience.
  • View similar jobs with this employer
    • Strong end-user interaction/communication skills.
    • Addressing user tickets regarding hardware, software and networking.
    • Maintain IT inventory and asset tracking.
    • Create technical documentation and user guides.
    • Network support: 1 year (preferred).
    • Assist in IT training and onboarding of new users.
    • Direct unresolved issues to the next level of support personnel.
    • Reporting directly to the IT Manager, this role supports the day-to-day IT operations through…
    • Assist senior technician as required.
    • Close pools as part of a team.
    • Handle pool chemicals (WHMIS training provided).
    • Maintain service vehicles/tools/supplies.
    • Exposure to aftermarket service environments and dealer support is highly desirable.
    • Industrial service, electrical or technical support: 5 years (preferred).
    • This is a hands-on, internal production support role, working closely with estimators, technicians, and management to keep repairs moving efficiently and…
    • Counseling, and relocation support services.
    • Air Operations Support Technicians (AOS Tech) provide support in the areas of:
    • Health, dental, and vision coverage.
  • View similar jobs with this employer
    • Strong end-user interaction/communication skills.
    • Addressing user tickets regarding hardware, software and networking.
    • Maintain IT inventory and asset tracking.
    • 2-3 years of experience in end-user support, including hardware configuration and troubleshooting.
    • Respond promptly to support inquiries via in-person…
    • CompTIA A+ or similar foundational IT support certification.
    • Mandatory participation in biweekly on-call IT support rotation.
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Job Post Details

Bilingual User Experience Specialist (L2) - job post

Nuvollo
2.6 out of 5 stars
16 Four Seasons Place, Etobicoke, ON M9B 6E5
Permanent, Full-time

Job details

Job type

  • Permanent
  • Full-time

Location

16 Four Seasons Place, Etobicoke, ON M9B 6E5

Benefits

Pulled from the full job description

  • Paid time off
  • On-site parking

Full job description

About Nuvollo

Nuvollo is a client‑focused technology services provider dedicated to delivering reliable, responsive, and people‑first IT experiences. We partner with organizations across Canada to support their end users with modern workplace solutions, proactive IT support, and secure technology practices.

At Nuvollo, we believe exceptional user experience goes beyond resolving technical issues; it’s about clear communication, empathy, and consistency. Our teams work collaboratively to ensure every interaction reflects our commitment to professionalism, accountability, and continuous improvement.

We foster a supportive and fast‑paced environment where employees are encouraged to grow their technical expertise, share ideas, and contribute to improving how technology supports our clients’ day‑to‑day work.

About the Role

We are looking for a Bilingual User Experience Specialist to join our Client Experience team. This role is the first point of contact for client support interactions and plays a critical role in delivering a responsive, professional, and high‑quality user experience.

You will provide first‑level technical support, resolve common issues efficiently, and ensure clients feel supported and informed throughout the process. This position requires a balance of technical troubleshooting expertise, strong communication skills, and customer empathy, in both English and French.

Key Responsibilities

  • Serve as the first responder for incoming support requests via ticketing system, phone, and chat
  • Provide first‑level troubleshooting for hardware, software, access, printing, email, and cloud services (Microsoft 365, Azure/Entra ID, Intune, etc.)
  • Log, document, and track all support interactions accurately in the PSA/ticketing system
  • Resolve issues at first contact whenever possible and escalate appropriately when needed
  • Communicate clearly and professionally with end users in English and French
  • Perform user account administration, password resets, MFA troubleshooting, and basic endpoint configuration
  • Monitor and manage personal ticket queue to meet SLA, response time, and resolution targets
  • Provide proactive follow‑ups on open tickets to ensure a positive client experience
  • Identify recurring issues or trends and escalate insights to team leads
  • Support remote troubleshooting and occasional onsite visits when required
  • Participate in team huddles, coaching sessions, and quality reviews
  • Contribute to knowledge base updates and continuous improvement initiatives
  • Support onboarding and offboarding activities including device and account setup

Performance Expectations

  • Strong focus on first‑contact resolution and client satisfaction
  • Consistently meets response time, documentation, and service quality standards
  • Maintains a calm, service‑focused approach in high‑pressure situations
  • Demonstrates professionalism, accountability, and reliability

Qualifications & Skills

  • 5+ years of IT support or service desk experience in a client‑facing environment
  • Fully bilingual in English and French (written and verbal) – required
  • Strong technical knowledge of:
  • Windows 10/11 and macOS
  • Microsoft 365, Intune, Azure AD / Entra ID
  • Endpoint management, basic networking, and identity & access management
  • Experience with PSA/RMM tools (e.g., ConnectWise Manage, ScreenConnect, Intune)
  • Excellent communication and customer‑service skills
  • Strong documentation habits and attention to detail
  • Ability to manage multiple priorities in a fast‑paced environment
  • Comfortable working independently while collaborating with cross‑functional teams

Preferred Assets

  • IT certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or ITIL
  • Experience in a managed services or high‑volume support environment
  • Mentoring or coaching experience with junior team members

Working Conditions

  • Standard full‑time hours with flexibility as required
  • Occasional after‑hours work for critical issues or deployments
  • Possible onsite visits depending on client and project needs
  • Collaborative, client‑focused environment with cross‑functional teamwork

Why Join Us

  • Work in a client‑centric organization that values service excellence
  • Opportunity to grow technical skills and contribute to process improvements
  • Supportive team environment with coaching and development opportunities
  • Meaningful exposure to modern IT tools and technologies

Job Types: Full-time, Permanent

Benefits:

  • On-site parking
  • Paid time off

Ability to commute/relocate:

  • Etobicoke, ON M9B 6E5: reliably commute or plan to relocate before starting work (required)

Experience:

  • IT support: 4 years (required)

Work Location: In person

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