Hybrid IT Support Specialist

at Cuso International

• Job title: IT Support Specialist
• Job type: Part Time
• Experience level: Junior, Mid level
• Salary: CA$59,986 - CA$73,087 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Azure, Cloud
• Location requirements: Hybrid, Ottawa, Canada

About the role

• IT Support Specialist at Cuso International managing IT support requests and overseeing Microsoft technologies in a hybrid environment. Responsible for user support and cloud administration.

Responsibilities

• Serve as the first point of contact for all incoming IT support requests (help desk), providing timely and effective resolution for hardware, software, and network issues.
• Log, prioritize, track, and manage all IT incidents and service requests through to resolution using our ticketing system.
• Provide expert support for the full suite of Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, and other M365 apps.
• Manage and troubleshoot issues related to Exchange Online (email, calendars, mailboxes).
• Support and manage SharePoint Online sites, document libraries, and permissions.
• Assist users with Microsoft Teams functionality, including meetings, chat, and collaboration spaces.
• Manage user accounts, licenses, and permissions within the Microsoft 365 administration portal.
• Provide support for Microsoft Intune for device management and compliance.
• Assist with Microsoft Defender for endpoint security.
• Provide support for, and create basic applications using, the Power Platform (Power Apps, Power BI, Power Automate/Flow).
• Responsible for day-to-day administration and monitoring of our Azure cloud environment.
• Monitor Azure Virtual Machines (VMs) for performance, availability, and resource utilization.
• Conduct regular checks of Azure backup jobs and ensure data recovery processes are functioning correctly.
• Manage Microsoft Entra ID users, groups, and authentication.
• Monitor the health and performance of critical IT systems, including servers, networks, and virtual infrastructure.
• Oversee backup systems, verify successful backups, and initiate restores as required.
• Provide comprehensive remote technical assistance to employees across various locations and devices.
• Utilize remote access tools to diagnose and resolve issues efficiently.
• Create and maintain clear, concise IT documentation, including knowledge base articles and troubleshooting guides.
• Assist in training users on new software, best practices, and IT policies.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 2+ years of experience in an IT Support, Help Desk, or Desktop Support role.
• Strong, hands-on knowledge and experience with the Microsoft 365 platform is essential, including:
• Exchange Online administration and troubleshooting.
• SharePoint Online site and permission management.
• Microsoft Teams administration and user support.
• Office 365 application support (Outlook, Word, Excel, etc.).
• User and license management in M365 Admin Center.
• Experience with Microsoft Intune for mobile device management and endpoint configuration.
• Familiarity with Microsoft Defender for endpoint protection.
• Basic understanding of, and demonstrated ability to create basic solutions/applications within, the Power Platform (Power Apps, Power BI, Power Automate/Flow).
• Demonstrated experience with Microsoft Azure, including:
• Monitoring Azure VMs.
• Understanding of Azure backup services and recovery procedures.
• Management of Microsoft Entra ID (users, groups, authentication).
• Familiarity with virtual machine (VM) concepts and basic monitoring.
• Proven experience with backup solutions and data recovery processes.
• Excellent problem-solving and analytical skills, with a methodical approach to troubleshooting.
• Outstanding communication skills (written and verbal) with the ability to explain technical concepts to non-technical users patiently and clearly.
• Strong interpersonal skills and a customer-service oriented mindset.
• Ability to work independently, manage multiple priorities, and adapt to a fast-paced environment.
• Relevant Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, Azure Administrator Associate, or certifications related to Intune, Security, or Power Platform) are a significant asset.

Benefits

• Comprehensive employee benefits package
• Health insurance
• Generous days of paid time off, including vacation and sick days