Job Title: IT Specialist (Level 2/3)

Company: IDS | Beyond Technology
Location: London, Ontario
Reports To: IT Service Manager / Operations Manager

Company Overview

IDS | Beyond Technology is a technical solutions company specializing in digital, visual, and communications technologies. We deliver solutions in digital signage, interactive applications, computer sales and support, telecom/VoIP, and security systems. As a small, close-knit team, we pride ourselves on technical excellence, collaboration, and delivering reliable, secure solutions to our clients.

Position Summary

The IT Specialist (Level 2/3) provides advanced technical support and security-focused IT services to IDS clients. This role is responsible for resolving escalated technical issues, supporting cybersecurity tools and best practices, and assisting with the design, implementation, and maintenance of secure IT environments. The position requires strong troubleshooting skills, a security-first mindset, and the ability to work independently while collaborating with the broader IT team.

Key Responsibilities

Technical Support & Escalation Handling

Provide Level 2 and Level 3 technical support for desktops, servers, and client infrastructure.
Resolve escalated tickets and complex technical issues from Level 1 support.
Troubleshoot and support computer hardware, operating systems, and peripherals (printers, scanners, monitors, etc.).
Support Microsoft Windows operating systems (Windows 7, 10, and 11).
Provide remote, phone-based, and on-site technical support as required.

Cybersecurity & Risk Management

Deploy, manage, and monitor cybersecurity solutions including RMM, EDR/AV, and related security tools.
Assist with security incident response, investigation, and remediation.
Perform security hardening, patch management, and vulnerability remediation across client environments.
Support firewall configuration, rule management, and VPNs (Fortinet experience an asset).
Promote and follow cybersecurity best practices, policies, and standards.

Systems, Network & Cloud Support

Administer and support Microsoft Windows Server environments.
Support Microsoft 365, including Microsoft 365 Admin Console and Exchange Online.
Configure and troubleshoot network infrastructure including routers, switches, firewalls, and wireless access points.
Support virtualization platforms such as VMware and Hyper-V.
Assist with VoIP PBX systems, security camera systems (NVRs), and basic Layer 1 networking as needed.
Support macOS environments where required.

Documentation & Process Support

Create and maintain accurate technical documentation and knowledge base articles.
Document security incidents, root causes, and remediation steps.

Client Communication & Advisory

Communicate effectively with non-technical clients regarding security risks and technical issues.
Provide guidance and recommendations on secure IT practices and solutions.

Availability & Support

Participate in on-call rotation and provide occasional after-hours support.
Perform on-site visits for escalations, security incidents, or project work as required.

Education & Qualifications

Community College Diploma or University Degree in Computer Science, Computer Networking, Cybersecurity, or a related field.
Relevant cybersecurity or IT certifications are considered strong assets (e.g., Security+, Network+, Microsoft, Fortinet).
Equivalent experience will be considered in lieu of formal education.

Experience

Required

Minimum 3 years of experience in an IT support or service environment.
3 years of experience troubleshooting Microsoft Windows operating systems (7, 10, 11).
3 years of experience with Microsoft Office and Microsoft 365 Admin Console.
Hands-on experience with cybersecurity tools such as EDR/AV and RMM platforms.

Additional Experience (Assets)

Microsoft Windows Server administration
Microsoft Exchange Server / Exchange Online
Fortinet firewall configuration
VMware and Hyper-V virtualization
Previous experience working for a Managed Service Provider (MSP)
Layer 1 networking (structured cabling and termination)
Security systems (cameras and NVRs)
VoIP PBX systems
macOS and macOS Server

Personal Requirements & Skills

Valid driver’s license and reliable vehicle for client site visits.
Strong analytical and troubleshooting skills.
Security-focused mindset with attention to detail and risk awareness.
Excellent verbal and written English communication skills.
Strong customer service skills with professionalism and patience.
Ability to work independently while collaborating with a team.
Organized, dependable, and meticulous.

Physical Requirements

Ability to lift and transport IT equipment and materials as required.
Comfortable using ladders during installations or on-site work.

Schedule

Monday to Friday, 8:30 AM - 4:30 PM
On-call and occasional after-hours support as required

Benefits

Automobile allowance
Casual dress code
Dental care
Disability insurance
Extended health care
Life insurance
Vision care
Paid time off
On-site parking

Job Types: Full-time, Permanent

Pay: $50,000.00-$65,000.00 per year

Benefits:

Casual dress
Dental care
Life insurance
Mileage reimbursement
On-site parking
Paid time off

Ability to commute/relocate:

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

Experience:

Working for an MSP: 3 years (required)

Language:

English (required)

Location:

London, ON N6N 1N7 (preferred)

Work Location: In person

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IT Specialist - Level 2/3