Senior Enterprise End User Support Technician
Location: Toronto, ONT
About the Role
We are seeking a senior-level, enterprise-experienced End User Support Technician to serve as the sole onsite IT support resource in a fast-paced, high-volume Toronto office. This role requires a confident, communicative professional who provides white glove, relationship-focused support and thrives under pressure with minimal supervision.
The ideal candidate brings enterprise-level experience, strong technical depth, exceptional professionalism, and the ability to manage expectations using ITIL-driven processes.
Key Responsibilities
- Deliver onsite Tier 1 & Tier 2 desktop support with a white glove, customer-focused approach
- Support and troubleshoot Windows 10/11, Office 365, Teams, SharePoint, Exchange, hardware, peripherals, and network printers
- Provide meeting room and AV support , including Crestron systems ( experience preferred; training available )
- Perform break/fix troubleshooting for laptops, desktops, monitors, docking stations, and peripherals
- Log, manage, and resolve incidents and requests in ServiceNow , following ITIL-aligned workflows
- Serve as the primary IT presence in the Toronto office—managing expectations, enforcing process, and delivering exceptional customer service
- Work closely with remote IT teams across multiple regions to ensure consistency in support and alignment with enterprise standards
- Handle a high volume of requests , balancing shifting priorities while remaining calm and professional
- Operate independently, making sound decisions and escalating when appropriate
- Maintain clear, courteous communication with users at all levels—executives, managers, and staff
Requirements
Must Have
- Senior-level desktop or service desk experience supporting enterprise environments
- Background in corporate, structured IT environments (not suitable for small-shop or unstructured experience)
- Strong knowledge of ITIL processes ; ITIL certification preferred
- Hands-on experience with:
- ServiceNow
- Active Directory (password resets, group management, account administration)
- Exchange / O365 administration
- SharePoint support
- Windows 10/11 troubleshooting
- Network printers & printing workflows
- Confidence to set boundaries , enforce processes, and communicate effectively
- Ability to work onsite daily as the sole onsite IT resource
- Experience supporting high-pressure, fast-paced office environments
- AV and meeting room support experience; Crestron strongly preferred
- Excellent communication skills and a customer-first mindset
- Ability to juggle multiple priorities with calm and composure
Nice to Have
- CompTIA A+ , ITIL, or other relevant certifications
- Experience in large enterprise or high-volume support settings
