Help Desk Technician

Helpdesk TechnicianDowntown Toronto, ON | Full-Time | OnsiteAbout Cloud WizAt Cloud Wiz, we simplify IT so our clients can focus on what they do best. We’re a fast-growing managed services provider based in Toronto, delivering reliable, secure, and scalable technology solutions to businesses across Canada. Our team thrives on collaboration, curiosity, and a commitment to excellence.Our CultureWe believe great support starts with great people. At Cloud Wiz, you’ll join a tight-knit team that values transparency, initiative, and continuous learning. We celebrate problem-solvers, encourage professional growth, and foster a supportive environment where your ideas matter. Whether you're troubleshooting a ticket or deploying a new solution, you’ll be empowered to make an impact. We’re committed to building a diverse and inclusive workplace where everyone feels valued and supportedWork EnvironmentThis is an onsite role based in our downtown Toronto office. You will be the first point of contact for clients seeking technical assistance and will be responsible for resolving technical issues working in a collaborative, hands-on setting. Occasional travel to client sites within the Greater Toronto Area (GTA) is required. A company vehicle is provided for these visits.What You’ll Do· Respond to helpdesk tickets and phone calls for IT/Telecom assistance· Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance· Troubleshoot hardware, software, VPN, and connectivity issues· Configure, patch, and deploy Windows-based PCs and laptops (Windows 11 preferred)· Administer user accounts in Active Directory/Entra ID (onboarding/offboarding, password resets)· Support Office 365: MFA, licensing, User Management, Delegated access, OneDrive, SharePoint· Maintain and troubleshoot local/network printers and desktop applications· Use RMM tools to monitor systems and escalate alerts as needed· Document support activities in ticketing systems (ZenDesk knowledge preferred)· Perform basic telecom and enterprise service requests· Collaborate with external vendors and escalate complex issues to Tier 2/3 support· Follow safety protocols during installations and equipment handling· Install and maintain hardware: monitors, workstations, wireless access points, TVs, speakersWhat You Bring· Associate’s or Bachelor’s degree in Computer Science, Information Systems, or related field· Experience working in a managed services or client-facing IT support environment is a plus.· Ability to prioritize tasks in a fast-paced, ticket-driven environment· Minimum 2 years of recent helpdesk or technical support experience· Strong knowledge of Windows 10/11 and Office 365 administration· Experience with Active Directory, Microsoft 365, VPN, DNS, DHCP, and RMM tools· Certifications: CompTIA A+ (required); Network+ and Microsoft Certified: Modern Desktop Administrator Associate (preferred)· Familiarity with macOS, iOS, and Android devices· Proficiency in troubleshooting desktop/laptop hardware and peripherals· Excellent communication, customer service, and organizational skills· Able to safely work on ladders (up to 6 ft) and lift equipment up to 40 lbs as needed· Valid driver’s license· Willingness to work shifts and occasional weekends· Team-oriented mindset with a proactive attitudeCompensation· Competitive Salary· Benefit Package· Fun work environment with TV's, Arcades and Video Games· Snacks and drinks· Regular business hours· Paid vacation and sick days