Senior Support Technician
Job Description
Venture IT Managed Services: Join Our Dynamic Team
At Venture, we pride ourselves on three decades of dedicated service in IT management. We've consistently empowered businesses with our philosophy of delivering seamless IT services. With robust experience across financial, legal, advisory, and manufacturing sectors, we've honed our expertise in crafting bespoke IT solutions for our diverse clientele.
Role Overview:
As an Senior Support Technician at Venture, you won't just be joining a team; you'll be embracing a culture. If you're tech-savvy, eager to delve into the latest in tech hardware/software, and have a genuine desire to assist others, this role might be the perfect fit.
The L2 Senior Technician will serve as the primary escalation point for L1 technicians, handling advanced troubleshooting and root-cause analysis. They will resolve complex issues involving Microsoft 365 administration (Exchange Online, SharePoint, OneDrive, Teams), Windows Server (AD, DNS, DHCP, GPO), Azure AD/Entra ID identity management, networking (LAN/WAN, VLANs, VPN, firewalls, Wi-Fi), and virtualization platforms. The technician will also perform onsite support as required for escalations, hardware replacements, or client projects.
Key Responsibilities
They will proactively monitor, maintain, and optimize client systems using RMM tools, ensuring patching, backups, security tools, and alerts are addressed according to internal SLAs. The role includes conducting periodic environment assessments and identifying opportunities for improvement. The technician will contribute to and occasionally lead technical projects such as Microsoft 365 migrations, server or network upgrades, new site deployments, firewall rollouts, and hardware refreshes. Clear documentation, project updates, and strong communication will be required throughout. Client communication is a key part of the role, including providing guidance and mentorship to L1 technicians, participating in client onboarding when needed, and supporting QBR technical preparation. The technician will maintain accurate documentation within the PSA and knowledge base, follow MSP best practices and SOPs, and ensure all ticket handling, escalations, and workflows meet expected SLA performance.
Required Skills & Experience
- 3–5+ years of MSP experience in a technical support role
- Strong understanding of Microsoft 365, Azure AD/Entra, Windows Server, and networking
- Experience with RMM/PSA platforms (ConnectWise etc.)
- Hands-on experience with common MSP tools (backup, EDR, email security)
- Strong troubleshooting methodology and ability to work independently
- Excellent customer service, communication, and time management skills
Nice-to-Have Certifications
- Microsoft (AZ-900, MS-900, MD-102)
- CompTIA Network+ / Security+
- Firewall certifications
- ITIL Foundation
Why Join Us?
- Exposure to a wide range of technologies across diverse industries
- Growth opportunities into L3, project engineering, or specialized roles
- Collaborative team environment where your expertise is valued
- Competitive salary, benefits, and ongoing training
Ready to be a part of our dynamic team? Apply now and let's venture into the future of IT together
How to Apply
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This role is with Venture Computers of Canada Inc. in Markham.
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