Provide first-contact remote technical support for network, server, and end-user systems, managing tickets and coordinating with engineers.
Responsibilities
Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process.
Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions in Thrive’s tools.
Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology.
Ask clarifying questions to fully understand client concerns and escalate issues to engineers when required due to time, complexity, or skill level.
Manage the daily prioritization, coding, and routing of service incidents and requests.
As the Sr. IT Support Analyst, you are the escalation point for Level 1 support, providing deep troubleshooting for complex issues and mentoring junior team members.
Locations (2)
Whitby Southeast, Ontario, Canada
Ontario, Canada
Compensation
Salary Range: $65,000-$75,000
Responsibilities
Provide deep troubleshooting for complex hardware, software, network issues
Analyze ticket trends and assist colleagues
Manage high volume of support tickets using ticketing system
Communicate with clients and provide status updates
Document support activities and create technical guides
Requirements
College diploma or university degree in computer science
Nice to have: Managed Service Provider experience
Nice to have: Microsoft MCSE/MCP certifications
Nice to have: Microsoft certifications (AZ‑104, MD‑102)
The Customer Support Engineer - Level 1 sits on K Group’s Network Operations Center team and owns day-to-day break/fix service delivery for our client base. The role is positioned between Help Desk Level 2 and Systems Engineer Level 1, carrying more technical responsibility than a tier-two queue with more structure and mentorship than a full systems engineering seat.
Responsibilities
Own service tickets from intake through resolution, maintaining accurate status, documentation, and time entry throughout the ticket lifecycle.
Troubleslehoot and resolve endpoint, application, identity, connectivity, and server-side issues across a diverse client base.
Triage and prioritize work based on client impact and contractual service levels.
Escalate to Systems Engineering when an issue exceeds the scope of the role, providing complete context, logs, and troubleshooting history.
Administer and support Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive.
Provide first-contact remote technical support for network, server, and end-user systems.
Responsibilities
Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process.
Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions in Thrive’s tools.
Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology.
Ask clarifying questions to fully understand client concerns and escalate issues to engineers when required due to time, complexity, or skill level.
Manage the daily prioritization, coding, and routing of service incidents and requests.
