Computer and Network Technician

Company Overview

ISSERVICE Technology Ltd has been providing quality Information Technology services since 2011. The company is a managed IT services provider supporting small and mid-sized organizations across the Niagara region and surrounding areas. We focus on practical, reliable technology solutions, strong client relationships, and disciplined service delivery. We are in a period of operational stabilization and growth and are adding a mid-tier technical resource to our core bench.

Overview

As a Computer and Network Technician, you will serve as a core technical resource, exercising specialized knowledge and professional judgment. Your primary focus is the systematic troubleshooting, administration, and maintenance of client network topologies, server environments, IP phone systems, and modern cloud infrastructure.

This is a hands-on, execution-focused role where you will handle Tier 2 ticket escalations, scheduled maintenance, and client site visits while maintaining high standards for daily ticket logging and billable utilization.

Responsibilities

• Provide efficient Tier 2 technical support for network infrastructure, including LAN/WAN, firewall configurations, VPNs, and Windows environments.
• Configure, deploy, and support IP phone systems (specifically 3CX or similar VoIP platforms) and network voice routing.
• Troubleshoot hardware, software, and cloud applications across desktops, laptops, servers, and network devices to minimize client downtime.
• Execute documented backup validation, verification, and disaster recovery testing protocols across client environments.
• Manage and support enterprise tools, ensuring real-time accurate ticketing, incident tracking, and resolution documentation.
• Consistently deliver on core performance metrics of 8 logged working hours and a minimum of 6 client billable hours per day (75–80% billable efficiency).
• Assist with the setup, deployment, and maintenance of computer hardware, firewalls, switches, and Microsoft 365 / Entra ID configurations.
• Collaborate with team members to resolve client issues efficiently while maintaining high levels of customer satisfaction through clear, professional communication.
• Conduct routine system audits, software troubleshooting, and updates across multi-tenant environments to optimize performance and mitigate risk.

Qualifications & Requirements

• Education: University Degree in Computer Science, Information Technology, Computer Engineering, or a related technical discipline (required).
• Experience: 3 to 5 years of hands-on experience in an MSP or multi-tenant IT service provider environment.
• On-Site Schedule: Full-time, daily on-site presence at our Grimsby office, Monday through Friday, 8:00 AM – 5:00 PM.
• Transportation & Driver's License: Valid Ontario G2 or full G Driver’s License and daily access to a reliable personal vehicle to ensure consistent, punctual daily commuting to and from our Grimsby office.
• Telephony Experience: Hands-on experience deploying, configuring, and troubleshooting IP phone systems (specifically 3CX).
• Practical working knowledge of Windows Server (Active Directory, Group Policy), Microsoft 365 / Exchange Online administration, firewalls, and switches.
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly to clients.
• Strong, systematic troubleshooting mindset focused on permanent solutions over quick "break-fix" workarounds.

What We Offer

• Competitive salary aligned with mid-tier industry standards.
• Stable, structured work environment with clear operational expectations.
• Opportunity to broaden technical skills and work across diverse client environments.

Pay: $21.63-$24.04 per hour

Benefits:

• Dental care
• Extended health care
• On-site parking

Ability to commute/relocate:

• Grimsby, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

• A client’s single-bay NAS hosting critical local user profile data (AppData) and shared files suddenly stops responding. Upon arrival, you notice the drive spins up, mounts briefly for 10–15 seconds, and then thermal-shuts down or drops offline. What are your exact first three technical steps to secure the raw data without risking permanent drive failure, and what recovery strategy do you deploy?
• You are tasked with migrating a 20-user client from a legacy local Exchange/file server to Microsoft 365 and cloud backup. Describe your pre-migration assessment checklist, how you validate domain aliases/MX records, and how you handle local mail file backup verification before cutover.

Education:

• Bachelor's Degree (required)

Experience:

• IT support: 5 years (required)
• Technology management: 3 years (required)

Language:

• English (required)

Work Location: In person