Job Title: Level 1 Support Technician
Location: Toronto, Ontario
Employment Type: Full-time
Reports To: Helpdesk Lead / Service Desk Manager
Hours: 9-5 Monday to Friday with Afterhours Rotation
About Us
Hudson Technology is an established fast-growing Managed Services Provider (MSP) delivering reliable IT support and cybersecurity solutions to mid-sized businesses. We are passionate about solving problems, delivering excellent customer service, and helping our clients succeed through technology.
Position Summary
We are seeking a Level 1 Support Technician with 1–2 years of experience in IT support, ideally within an MSP or multi-client environment. This role serves as the first point of contact for client issues and focuses on supporting cloud-based applications, end-user devices, and productivity tools across Windows, macOS, and mobile platforms.
Key Responsibilities
- Provide first-line technical support via phone, email, or ticketing system.
- Troubleshoot and resolve issues related to:
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Microsoft Office applications (Word, Excel, PowerPoint, etc.)
- Windows 10/11 and macOS operating systems
- iOS and Android mobile devices (email setup, app access, etc.)
- Assist with user account administration in Microsoft 365 and Active Directory.
- Document all support interactions accurately in the ticketing system.
- Escalate complex or unresolved issues to Tier 2/3 support.
- Perform basic onboarding tasks for new users, including device setup and email configuration.
- Follow internal processes and contribute to documentation and knowledge base content.
Requirements
- 1–2 years of experience in an IT support or helpdesk role (MSP experience preferred).
- Working knowledge of Microsoft 365 administration and troubleshooting.
- Familiarity with both Windows and macOS operating systems.
- Basic understanding of mobile device setup and support (iOS and Android).
- Strong interpersonal, communication, and customer service skills.
- Ability to prioritize and manage multiple support tickets in a fast-paced environment.
- Successful completion of police background and reference checks.
- A passion for technology and continuous learning.
Education
- A college diploma or university degree in Information Technology or a related field is required.
Preferred Qualifications
- Experience with PSA and RMM tools (e.g., Autotask, ConnectWise, Datto RMM).
- Microsoft certifications (MS-900, MD-102, etc.) are an asset.
- Basic knowledge of networking and cloud infrastructure concepts.
- A drivers license is preferred but not required.
What We Offer
- Competitive salary and benefits package
- Opportunities for advancement to Tier 2 or cloud-focused roles
- A collaborative and supportive team environment
Job Type: Full-time
Pay: $60,000.00-$70,000.00 per year
Benefits:
- Dental care
- Extended health care
Work Location: In person
