Advanced Office Solutions Job Board
IT Support Specialist (Level 1)
Description
IT Support Specialist (Level 1)
Advanced Office Solutions (‘AOS’)
Grimsby, ON
Hybrid Work Schedule (after training), 4 days in office/1 day remote
Full-Time, Permanent
About Us
At 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 and are dedicated to delivering reliable solutions and top-notch customer service, ensuring our clients can focus on what they do best!
Position Overview
We’re looking for a client-focused IT Support Specialist to deliver exceptional service in a fast-paced Managed Services Provider (MSP) environment. If you’re passionate about technology, enjoy variety in your work, and love solving problems for different clients each day - we'd love to connect!
Key Responsibilities
- Act as the knowledgeable and approachable first point of contact for client IT support - combining technical expertise with a client-first mindset.
- Action incoming support requests with speed and accuracy, consistently delivering service that aligns with our SLA commitments.
- Diagnose and resolve everyday tech challenges—including password resets, application support, connectivity issues, and basic hardware troubleshooting—always with a focus on minimizing client downtime.
- Keep clients in the loop by clearly and proactively communicating updates, next steps, and any service interruptions—building trust through transparency.
- Collaborate across technical tiers, escalating effectively to Level 2 and 3 teams when needed to drive fast and complete resolution.
- Maintain accurate, real-time documentation of all support interactions in our PSA system—ensuring visibility, accountability, and seamless handoffs.
- Champion continuous improvement by sharing your insights, solutions, and updates to our internal knowledge base—helping us support clients smarter every day.
Skills and Experience
- Post-secondary degree or diploma in Information Technology, Computer Science, or a related field (or equivalent experience).
- ITIL Foundations and CompTIA A+ certification or relevant experience is an asset
- 1-2 years of hands-on experience in IT support or help desk roles, with exposure to a broad range of hardware, software, and network issues.
- Strong technical foundation with a passion for solving problems
- Excellent communication skills and a client-first mindset
- Coachable, adaptable, and eager to grow
- Ability to work independently and as part of a collaborative team
- Experience in a Managed Services or fast-paced IT support environment is a plus
What We Offer
- Competitive base salary, commensurate with experience
- Performance-based incentives
- Paid time-off + generous benefits package
- Training and development programs and ongoing professional development
- Growth environment and opportunities for advancement within the company
At AOS we have a people-first culture Rooted in our core values of Connection, Responsibility, and Integrity. We believe that putting people first means more than just being a great place to work—it means fostering genuine connection, taking responsibility for our actions and impact, and operating with integrity in everything we do. These values guide how we support our team, serve our clients, and grow together.
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 growth. If you're excited by the chance to make an impact and thrive within a forward-thinking, tech-driven team, we’d love to hear from you!
How to Apply
Ready to join us? Send your resume and a brief cover letter telling us why you’d be a great fit for AOS.
We are proud to be an equal opportunity employer that values diversity and inclusion. If you need any accommodation during the hiring process, please reach out—we’re happy to help.