About the role
Why you’ll want to join InsureLine
· Full-time, permanent role with competitive compensation and comprehensive benefits
· Work alongside a collaborative in-office IT team in Kitchener, ON where knowledge sharing and continuous improvement are part of how we work
· Build hands-on experience with Microsoft 365, Azure/Entra ID, endpoint support, security operations, and core business systems
· Join a supportive, high-performing environment where technical curiosity, service excellence, and team contribution are valued
Reporting to the Systems Manager, the Tier 1 IT Support Technician plays an important role in delivering reliable, secure, and people-focused technical support to employees and Franchise Owners. You’ll be the first point of contact for day-to-day IT issues, helping users resolve problems across Microsoft 365, user access, hardware, and workplace technology while ensuring tickets are triaged and handled efficiently. This role is ideal for someone who enjoys hands-on troubleshooting, values strong service, and wants to grow their technical skills within a collaborative IT team.
You’re someone who enjoys solving technical problems, learning new systems, and helping people feel supported. You bring a calm, service-oriented approach to troubleshooting, communicate clearly, and take pride in documenting your work and contributing to team knowledge. You’re curious, dependable, and motivated to build your IT career in an environment where collaboration, accountability, and continuous improvement matter.
This role is best suited for a self-motivated individual who takes initiative, manages priorities effectively, and works independently with confidence
What you’ll be doing
· Monitor, triage, and assign incoming helpdesk tickets, ensuring issues are prioritized and routed appropriately
· Troubleshoot and resolve Tier 1 issues across Microsoft 365, desktop applications, user accounts, permissions, and general endpoint support
· Support user onboarding and offboarding tasks, including account setup, access updates, and basic device readiness
· Respond to security-related requests and incidents, including phishing reports, alerts, suspicious activity, and access concerns
· Investigate connectivity, printer, scanner, and other workplace technology issues to restore service quickly and effectively
· Document incidents, fixes, and recurring issues to improve team knowledge, support consistency, and operational efficiency
· Collaborate with teammates on IT initiatives, process improvements, and best practices that strengthen the overall support experience
What you bring
What we’re looking for
· 3+ years of hands-on IT support or helpdesk experience
· Strong troubleshooting skills across Windows desktops, hardware, and common business applications
· Experience supporting Microsoft 365, including Outlook, Teams, Word, Excel, PowerPoint, and user account or license administration
· Excellent communication, customer service, and documentation skills
· Ability to stay organized, manage competing priorities, and work effectively in a fast-paced environment
· Post-secondary education in IT, Computer Science, or equivalent practical experience
Bonus points if you have experience with
· Azure and Microsoft Entra ID (Azure AD)
· Intune and PowerShell
· Salesforce
· Ticketing, RMM, or security tools such as Freshworks, ConnectWise, SuperOps, or Huntress
Travel: Occasional travel (domestic and international) may be required for work or training.
What you’ll get
· Competitive compensation and a comprehensive benefits package
· Hands-on exposure to a broad range of technologies, systems, and support scenarios that help build your technical capability
· A collaborative team environment where questions are encouraged, knowledge is shared, and wins are celebrated
· Opportunities to grow your skills while contributing to meaningful IT operations and continuous improvement work
· A workplace culture built on support, accountability, curiosity, and service excellence
About InsureLine Marketing Inc.
At InsureLine Marketing Inc., we believe strong technology and strong teamwork go hand in hand. Our IT team supports the tools, systems, and people that help the business operate effectively every day. We’re committed to building an inclusive and collaborative workplace where team members feel supported, trusted, and encouraged to grow. If you’re looking for a role where you can strengthen your technical skills, work with a great team, and make a meaningful impact, we’d love to hear from you.
Job details
· Job type: Full-time, permanent
· Schedule: Monday to Friday
· Location: Kitchener, Ontario (in-office)
· Experience: 3+ years of IT support/helpdesk experience
· Casual dress
· Company events
· Dental care
· Disability insurance
· Extended health care
· Paid time off
Job Type: Full-time
Pay: $50,000.00-$60,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Paid time off
Experience:
- IT support: 3 years (required)
Language:
- Fluent English (required)
Location:
- Kitchener, ON N2P 2G1 (required)
Work Location: In person
