IT Support Specialist (Level 1) Information Technology - Managed Services Full-time, Permanent, Hybrid Grimsby, ON
Fast. Friendly. Client-Focused.
If that sounds like you, keep reading.At AOS, every team member plays a role in our success and culture. We value curiosity, coachability, and an entrepreneurial mindset, paired with dedication, resilience, and high performance. We are big on collaboration, accountability, and exceptional client service. Most importantly, we’re building a positive, engaged, and supportive workplace where people genuinely enjoy showing up and doing great work.We’re looking for an IT Support Specialist (Level 1) who loves helping people, enjoys solving problems, and takes pride in delivering outstanding support experience.
About UsAt AOS , we specialize in providing office technology and managed services to businesses of all sizes. Our mission is to help organizations boost productivity, streamline workflows, and manage costs with ease.We apply technology to drive profit, productivity, and peace of mind for our clients. Through reliable solutions and top-notch customer service, we ensure our clients can focus on what they do best.We hire with the future in mind. With limitless career growth opportunities, AOS is committed to fostering a dynamic environment where our teams are always challenged, learning from one another, and contributing to our collective success. If you’re excited to make an impact and grow with a forward-thinking, tech-driven team, we would love to meet you.
About the RoleAs our IT Support Specialist (L1), you’ll be the first point of contact for client IT support. You will help resolve everyday technical issues quickly, reduce downtime, and ensure every client interaction is positive, professional, and helpful. You will combine strong technical fundamentals with clear communication, empathy, and a service-first mindset.
What You Will Do
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Be a friendly, knowledgeable first point of contact for IT support
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Respond to incoming tickets quickly and accurately, meeting SLA targets
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Troubleshoot and resolve common issues, including:
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Password resets
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Microsoft 365 and application support
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Connectivity and basic network issues
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Basic hardware troubleshooting
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Escalate complex issues when needed, with clear documentation
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Proactively update clients throughout the resolution process
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Document work clearly and accurately in our ticketing system
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Contribute to a smooth, positive support experience, every time
How Success Is Measured-
First-contact resolution rate
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Customer satisfaction (CSAT) scores
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Consistent, reliable ticket handling
What We Expect-
Deliver excellent client service
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Communicate clearly, listen well, and collaborate effectively
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Calm, adaptable, and solution-focused under pressure
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Demonstrate empathy and professionalism in every interaction
Experience and Certifications· 1-2 years of experience in IT support, help desk, or related technical role· MSP experience is a plus· Strong understanding of Microsoft 365, Windows environments, networking basics, and common business applications.
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ITIL Foundation, CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator Associate are a plus
Why Join Us?At AOS, you’ll be part of a collaborative, growth-oriented culture where your work truly matters. You will have the opportunity to:
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Make a visible impact
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Grow your career in a supportive environment
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Learn from experienced teammates
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Contribute to innovative, high-quality client solutions
You’re not just closing tickets here you are building relationships, developing your skills, and shaping the client experience.
How to ApplyReady to grow your career while delivering fast, friendly, and exceptional IT support?If you’re passionate about technology, eager to learn, and excited to help businesses succeed, we want to hear from you!Please submit your resume and a cover letter explaining why you’re a great fit for the IT Support Specialist (Level 1) role at AOS.
Our Commitment to InclusionWe are an equal-opportunity, affirmative action employer. We value and welcome diversity and are committed to creating an inclusive environment where everyone feels they belong.
We are dedicated to providing reasonable accommodations throughout the recruitment and selection process. If you require assistance or accommodation, please don’t hesitate to reach out. We celebrate diverse backgrounds, experiences, and perspectives and encourage all qualified candidates to apply.
