IT Support Engineer (Secret Clearance)

At KeyData Cyber, we’re shaping the future of identity security. Recognized by Gartner and KuppingerCole as a leading IAM professional services firm, we specialize exclusively in designing, deploying, and managing end-to-end Identity and Access Management programs for organizations across North America.With 20 years of experience, 50M+ identities managed, and 1,000+ successful deployments, our team is our strongest asset and is built by design to help clients protect critical infrastructure, enable digital transformation, and ensure compliance with confidence.We Deliver Comprehensive Solutions Across IAM Domains, IncludingWorkforce IAM (Access Management, Identity Governance and Administration, Privileged Access Management)Consumer IAM (Identity Verification, Authentication and Access, Threat Detection) in highly regulated industries.If you’re ready to grow your career alongside some of the industry’s best, come join us — you’re key to our successWe are currently seeking an IT Support Engineer (Secret Clearance) to join KeyData’s IT Team! In this role, you will play a key part in delivering exceptional IT support and ensuring a seamless technology experience across the organization. You’ll leverage your technical expertise, problem-solving skills, and customer-first mindset to efficiently resolve technical issues, maintain system reliability, and drive continuous improvement in IT operations.Location: TorontoEmployment Type: Full-time, Hybrid (1–2 days in office per week)To be eligible for this position, candidates must either hold or be eligible for Secret Clearance.Key ResponsibilitiesTroubleshoot and resolve IT issues efficiently, achieving high First Call Resolution (FCR) rates.Deliver excellent customer service through effective communication and empathy, catering to all levels of management, including C-level executives.Maintain high Customer Satisfaction (CSAT) scores by ensuring prompt response and resolution times.Proactively identify areas for improvement and implement solutions to enhance IT support services.Foster a culture of continuous learning and improvement within the support team.Understand IT functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs, and support other Service Desk staff.Identifies, evaluates, and prioritizes user incidents and complaints to ensure that inquiries are successfully resolved.Works under minimal supervision to research, troubleshoot, and resolve trouble tickets within established Service Level Agreements.Keeps abreast with latest developments in area of responsibilityContinuously documents and maintains internal processesUnderstands and adheres to global and local IT policies and processesReads, processes customer agreements and provides guidance for compliance assertionsProvides other compliance support as neededManage and maintain up-to-date hardware and software inventory records.Diagnose, troubleshoot, and repair computer systems, hardware components, peripherals, and select mobile devices.Administer user accounts, including access rights, security settings, and group memberships across systems.Required QualificationsKnowledge and experience working with Microsoft and Okta environments.Familiarity with Microsoft certifications such as: Azure Fundamentals (AZ-900), Identity and Access Administrator Associate (SC-300), Intune Administrator Associate (MD-102).2-3 years of experience in IT Security and Service Desk Operations supporting Mac and Windows operating systems2-3 years of IT systems skills including working knowledge of DNS, remote access, networking, OS administration, profiles, policies, authentication, authorization, permissions, encryptionCurrent understanding of best practices regarding system security in a cloud environment.Familiarity with variety of technologies, operating systems, databases and reporting and data analytics toolsExperience with Okta, Microsoft O365, Microsoft Intune, Kandji, Microsoft Teams, JIRA and ConfluenceExcellent written and verbal communication skillsFamiliarity with identity management, app modernization, and zero-trust security principles.Ability to work well with others in a fast-paced global companyAbility to identify software needsKnowledge of architecture processes and performance reports of operating systemsStrong critical thinking skillsWorking Hours: This role follows Eastern Standard Time (EST) hours, from 10:00AM to 7:00 PM. Preferred QualificationsOkta or Microsoft Certified (active or in progress) – highly preferred.Experience supporting cloud-first or hybrid environments.Familiarity with ITIL frameworks or structured IT service management processes. Why You’ll Love Working HereAt KeyData Cyber, we put people first, valuing learning, growth, and work-life balance. We offer extensive opportunities to advance your career through leading digital identity projects across North America. Our culture is built on respect, inclusion, and equal opportunity for everyone.Accessibility & AccommodationsIf you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition , and we will make all reasonable efforts to accommodate your request. Apply now to join the KeyData Cyber team and be part of our mission to secure the future of digital identity across North America