Job Description

About the Role

KTI is a Managed Intelligence Provider (formerly an MSP), that is growing in the space of communication, automation, and AI, as a specialty above traditional managed IT services. We are seeking a Level 2 Network Support Technician with strong technical, documentation, and process skills to support our clients' multi-vendor networks to join our team. You'll manage infrastructure across Dell, Ubiquiti, Netgear, Palo Alto, Cisco and VeloCloud SD-WAN environments -- leveraging Auvik for proactive monitoring, IT Glue for structured documentation, Autotask PSA for ticketing and workflows, and Datto RMM for endpoint management and automation. This role suits a self-driven technician who enjoys hands-on CLI work, configuration file management, and keeping networks stable, visible, and fully documented.

Key Responsibilities

Network Support & Maintenance

Configure, monitor, and troubleshoot switches, routers, firewalls, and wireless access points across Dell, Ubiquiti, Palo Alto, Cisco and Netgear networks. Design and implement network configurations supporting high availability, redundancy, and security for both IT and OT networks. Deploy, maintain, and optimize VeloCloud SD-WAN edges and orchestrators (link failover, QoS, tunnel and policy configuration). Use CLI (SSH, console, serial) to view and edit configuration files; manage backups and version control. Support VLANs, DHCP, DNS, VPNs, and Layer 2/3 connectivity. Perform firmware upgrades, link aggregation, and port configuration with proper change documentation. Conduct remote and onsite troubleshooting, installations, and network refreshes.

Monitoring, Automation & Remote Management

Monitor device health, configuration drift, and bandwidth via Auvik. Use Datto RMM for endpoint management, scripting, patch deployment, and automation tasks. Respond to alerts from Auvik and Datto RMM -- correlate, resolve, and document actions in Autotask. Develop or refine automation policies (scripts, auto-remediation rules). Validate nightly backups and configuration snapshots in Auvik.

Documentation & Quality Control (IT Glue)

Maintain complete, standardized documentation for all clients in IT Glue. Ensure Auvik-discovered devices are mapped correctly to IT Glue assets. Document VeloCloud configurations, network diagrams, and VLAN matrices. Enforce naming conventions, password policies, and configuration versioning. Review documentation from Level 1 technicians for completeness and accuracy. Conduct monthly documentation audits and assist in quarterly compliance checks.

Process & Collaboration

Manage tickets and workflows through Autotask PSA, ensuring accurate time entry and asset linking. Participate in incident response, escalation, and root-cause analysis with senior engineers. Collaborate with project teams on client onboarding, migrations, and networkimprovements. Contribute to SOP creation, knowledge base articles, and internal runbooks. Mentor junior staff on documentation standards, Auvik/Datto RMM usage, and CLI basics.

Qualifications & Skills

Required:

3-5 years of hands-on network support or MSP experience. Proficiency with Auvik, IT Glue, Autotask, and Datto RMM. Solid understanding of switching, routing, VLANs, DHCP, DNS, VPNs, and SD-WAN. Experience managing VeloCloud SD-WAN deployments. Ability to read, edit, and deploy configurations via CLI. Strong troubleshooting, communication, and documentation skills. Ability to work independently and prioritize multiple client networks.
Preferred:

Certifications: CCNA, CompTIA Network+, Ubiquiti UEWA, or VMware VeloCloud Certified Professional. Familiarity with PowerShell, Python, or automation scripting. Experience with SNMP, Syslog, or configuration management tools. Valid Ontario G driver's licence (for client visits). Flexibility to fly or travel to remote locations.

Performance Metrics (KPIs)

Auvik alert response time and SLA compliance Documentation accuracy score (IT Glue audits) Device and asset sync accuracy (Auvik ? IT Glue) Ticket resolution within SLA (Autotask) Automation success rate (Datto RMM policies) Client satisfaction and feedback

Why Join Us

KTI is a growing Managed Intelligence Provider that recognizes the importance of impeccable network performance and design in delivering the best AI and Cloud experiences for customers. Gain exposure to businesses ranging from social services to critical infrastructure, and media and entertainment. Work with a complete, modern MSP stack (Auvik | IT Glue | Autotask | Datto RMM | VeloCloud). Hands-on experience across multi-vendor networks and hybrid infrastructure. Growth path to Network Administrator or Infrastructure Engineer roles. Certification support and ongoing professional development. Small, collaborative team where excellence and initiative process are valued.
Job Types: Full-time, Fixed term contract
Contract length: 3 months

Pay: $35.00-$47.00 per hour

Expected hours: 37.5 per week

Application question(s):

Do you reside in Greater Toronto Area? Do you have one of these designations: CCNA, CompTIA Network+, Ubiquiti UEWA, or VMware VeloCloud
Licence/Certification:

Class G Licence (required)
Willingness to travel:

25% (required)
Work Location: Hybrid remote in Toronto, ON M6P 3T1