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&degree; 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.

ACT360 Web & It Inc

Open Positions

IT Support Technician Level 2/3