IT Support Technician Level 2/3

About Us About ACT360 Web & IT ACT360 Web & IT is a growing Managed IT and Web Development company based in Barrie, Ontario. We help small and medium-sized businesses use technology as a growth engine , not just a cost. From IT support and cloud infrastructure to web applications and automation, we work as a strategic partner to our clients — not just a helpdesk. Our clients rely on us to keep their businesses running smoothly, solve problems quickly, and continuously improve how they use technology. What Makes Us Different Most IT companies focus on fixing problems. At ACT360, we focus on: Solving the root cause , not just the symptom Helping clients improve and grow , not just maintain Acting as a trusted advisor (VCIO) , not just support We work across: Microsoft 365 / Azure Networking & infrastructure Business applications & automation Web & application development You’ll be exposed to a wide range of real-world environments , not just one internal system. Our Culture We’re a small, tight-knit team — which means: Your work has real impact You’re trusted to own problems and solve them There’s no hiding behind layers of management We value: Problem Solvers We don’t want people who just follow steps. We want people who: Think critically Troubleshoot efficiently Figure things out Speed & Ownership We work in a ticket-driven environment . That means: Prioritizing effectively Solving issues quickly Keeping momentum Perfect is not the goal — progress is . Professionalism We work closely with clients. We expect: Clear communication Respectful interactions Accountability Continuous Improvement We: Learn from mistakes Improve processes Share knowledge Work-Life Balance We believe in: Working to live — not living to work. We support: Flexible work Remote-first mindset Autonomy (as long as work gets done) How We Work High-volume ticket environment Multiple client environments Mix of reactive support and proactive improvement Collaboration with team and clients You will: Troubleshoot a wide range of issues Work across different technologies daily Balance speed with quality Communicate directly with clients Who Thrives Here You’ll do well at ACT360 if you: Have MSP or helpdesk experience Enjoy solving problems quickly Can manage multiple tasks without getting overwhelmed Take ownership of your work Communicate clearly with both clients and team Who This Role Is NOT For This role is not a good fit if you: Prefer long research cycles before acting Come from purely project or security roles Need highly structured, slow-paced environments Avoid client interaction Why Join ACT360 Work on real-world business problems , not just tickets Be part of a growing company where your input matters Gain exposure to IT + web + business systems Build skills across a wide range of technologies Have flexibility in how you work Job Description This is a remote position. We’re hiring an IT Support Technician (Level 2/3) to take ownership of Help Desk operations in a fast-paced MSP environment. This role is focused on solving issues efficiently, managing multiple tickets, and delivering a strong client experience. You’ll work across multiple client environments, handling issues end-to-end while maintaining clear communication and documentation. This is a hybrid role — primarily remote, with occasional on-site support in Barrie and surrounding areas. ​ What Success Looks Like in This Role You manage your ticket queue without getting overwhelmed You solve issues quickly and move on, without getting stuck researching You communicate clearly and keep tickets consistently updated You take ownership and follow issues through to completion You identify patterns and help improve how we operate What You Bring Based in or near Barrie(1 -2 hours travel time is ok), with reliable transportation Experience in a ticket-driven support environment (MSP experience strongly preferred) Comfortable managing multiple tickets at once and prioritizing effectively Strong troubleshooting skills — able to diagnose and resolve issues efficiently Ability to escalate appropriately without over-researching Clear communicator — comfortable working with non-technical users Organized, self-motivated, and able to manage your own time Strong documentation habits and attention to detail Tech Stack You’ll Work With Windows Server (AD, DNS, upgrades) Microsoft 365 (Exchange, Teams, SharePoint, Intune) Networking (routers, switches, firewalls) Virtualization (VMware, Azure) Remote access (VPNs, virtual desktops) RMM tools & automation (N-able) Business tools (QuickBooks, Sage, etc.) Schedule & Location Monday to Friday, 8-hour shifts ~95% remote(Work from home) / 5% on-site(emergencies only) On-site support in Barrie and surrounding areas About ACT360 Culture Our culture is grounded in our core values: Be the Customer – Understand needs deeply and deliver real value Give the 360° Solution – Go beyond support to improve business outcomes Be a Problem Solver – Fix root causes, not just symptoms Always Looking Forwards – Learn, improve, and stay proactive Working to Live – Flexibility and balance matter Treating Employees Like Experts – We trust you to own your work. This Role Is NOT a Fit If: You prefer long research cycles before taking action You come from purely project-based or internal IT environments You struggle to manage multiple tickets at once You avoid client interaction or communication Requirements Experience & Technical Skills 2+ years of hands-on IT support experience (MSP experience strongly preferred) Strong experience with Microsoft environments (Windows Server, Office365, Azure AD) Solid understanding of networking concepts (routers, switches, firewalls, VPNs) Experience with virtualization platforms (VMware, Hyper-V, or similar) Comfortable troubleshooting both hardware and software issues end-to-end Experience using RMM tools (N-able or similar) is an asset Core Competencies Strong troubleshooting mindset — able to identify root causes, not just apply quick fixes Clear and professional communication skills with non-technical users Highly organized with strong documentation habits Ability to prioritize and manage multiple tickets effectively Self-driven and comfortable working independently Work Environment & Expectations Must be located in or near Barrie, ON and able to travel to client sites Valid driver’s license and reliable transportation required Comfortable working in a hybrid environment (remote + on-site support) Ability to handle a fast-paced support environment with multiple competing priorities Nice to Have Experience with accounting or business applications (QuickBooks, Sage, etc.) Exposure to automation or scripting (PowerShell, etc.) Experience working in an MSP or multi-client environment Benefits Compensation & Benefits We offer competitive compensation based on experience, including: Comprehensive dental care Vision care Extended health benefits Life insurance Generous paid time off Flexible remote work options ACT360 is an equal opportunity employer committed to building an inclusive and accessible workplace. Accommodations are available upon request throughout the hiring process.