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:
Location:
- London, ON N6N 1N7 (preferred)
Work Location: In person
