Job Description

About Us

MatrixIT has been a trusted IT partner since 1999, helping organizations across Canada strengthen their security, scale their operations, and align technology with business goals. With 27+ years of experience and a team of 35+ professionals, we specialize in delivering IT through our 7 Pillars of Excellence:

1. IT Governance & Strategic Alignment
2. Infrastructure Management
3. Cybersecurity & Risk Management
4. Telecommunications & Network Support
5. Application Services & Lifecycle Management
6. End-User Support & Asset Management
7. Disaster Recovery & Business Continuity

We are at the forefront of Zero Trust frameworks, AI-driven innovation, and cloud transformation, empowering financial institutions, nonprofits, and businesses to thrive in today's evolving digital landscape.

Position Overview

We're looking for a Level 1-2 IT Technician who is passionate about technology, eager to grow, and ready to contribute to client-facing solutions in both traditional IT support and next-generation initiatives. This role is ideal for someone with a solid technical foundation who wants to fast-track their career in areas like cybersecurity, Zero Trust, cloud modernization, and AI-driven IT services.

Why This Role is Different

This is not a typical helpdesk job. At MatrixIT, we are redefining what it means to be an MSP by driving clients forward with Zero Trust security frameworks, AI-powered IT operations, and advanced cloud transformation projects.

As a Level 1-2 Technician, you'll still handle the fundamentals of IT support -- but you'll also gain hands-on exposure to next-generation initiatives that most technicians don't see until much later in their careers. You'll be learning directly from senior engineers and participating in projects that touch on:
- AI-driven threat detection and automation
- Zero Trust rollouts and secure remote access models
- Cloud migrations and multi-cloud environments
- Advanced compliance and governance frameworks

This role is your chance to grow beyond helpdesk support and become part of a forward-thinking team that's shaping the future of IT for financial institutions, nonprofits, and businesses across Canada.

Key Responsibilities

- Provide frontline technical support via phone, remote tools, and onsite visits.
- Troubleshoot and resolve issues with desktops, laptops, printers, and basic networking.
- Assist with Windows 11 upgrades, workstation deployments, and imaging.
- Support Microsoft 365 environments (Teams, Exchange, SharePoint, Intune).
- Document issues, resolutions, and client interactions in our ticketing system.
- Escalate advanced cases to senior engineers while maintaining ownership of client communication.
- Participate in client migration projects, including cloud adoption, Zero Trust rollouts, and AI-based security initiatives.
- Travel within Canada on occasion for onsite service and project support.

Qualifications

- Experience: 2-4 years in IT support, helpdesk, or MSP environments.
- Core Skills: Strong knowledge of Windows 10/11, Microsoft 365, and basic networking (IP, DNS, DHCP).
- Technical Exposure: Experience with hypervisors (VMware, Proxmox, or XCP-ng), remote support tools, and ticketing systems.
- Mindset: Eager to learn, detail-oriented, and customer-focused.
- Other: Valid driver's license and access to a vehicle.

Nice to Have:
- Hands-on experience with Active Directory, Intune, and user management.
- Familiarity with SaaS lifecycle tools, endpoint security, or imaging/deployment processes.
- Previous experience supporting regulated industries (finance, healthcare, nonprofit).

What We Offer

- Competitive salary and benefits package.
- Structured training, certifications, and mentorship in Zero Trust and AI-driven IT operations.
- Exposure to projects across all 7 Pillars of Excellence, giving you broad technical depth.
- Opportunities for growth into cybersecurity, cloud architecture, or advanced service roles.
- A collaborative culture that values innovation, resilience, and hands-on client impact.

Job Types: Full-time, Permanent

Pay: $42,989.00-$65,538.50 per year

Benefits:

Dental care Extended health care On-site parking
Experience:

Helpdesk: 2 years (required)
Language:

English (required)
Location:

Ottawa, ON K1J 9C1 (required)
Willingness to travel:

25% (preferred)
Work Location: In person