technical support engineer

Job Summary

EN3 Solutions Ltd. is looking for skilled L2 and L3 IT Support Engineers to support Windows environments, servers, networks, security appliances and VoIP systems. This is a hands-on opportunity for someone who takes ownership, communicates confidently with clients and enjoys working across multiple technologies. We are seeking a proactive and technically skilled Support Engineer with a valid Canadian driver?s license to join our dynamic IT support team. In this role, you will be the frontline problem solver, providing exceptional technical assistance to end-users across various platforms and environments. Your expertise will ensure seamless connectivity, hardware functionality, and software performance, empowering our users to operate efficiently and confidently. This position offers an exciting opportunity to work with cutting-edge technology, troubleshoot complex issues, and deliver outstanding customer service in a fast-paced environment.

Duties

• Provide technical support for desktops, laptops, peripherals and business applications across Windows, macOS and Linux environments.
• Install, configure, upgrade and maintain hardware, operating systems and software, including Microsoft Office applications.
• Support Windows Servers and Domain Controllers, including Active Directory, Group Policy, DNS and DHCP.
• Maintain and troubleshoot email and web servers, addressing security, availability and performance issues.
• Manage support requests and escalations through osTicket, maintaining clear documentation, appropriate prioritization and SLA compliance.
• Use Atera RMM for proactive monitoring, patch management, remote support, automation and endpoint health reporting.
• Configure and troubleshoot firewalls and security appliances, including Ubiquiti UniFi, Netgate/pfSense and Cisco.
• Support Layer 2 and Layer 3 switches, including VLANs, trunking, routing and network segmentation.
• Configure and troubleshoot IPsec, WireGuard and OpenVPN solutions for site-to-site connectivity and secure remote access.
• Diagnose connectivity and performance issues across LAN, WAN and wireless networks.
• Support VoIP systems, including SIP configurations, call quality and Quality of Service (QoS).
• Investigate recurring incidents, identify root causes and implement corrective actions.
• Maintain technical documentation, network diagrams and standard operating procedures.
• Collaborate with vendors, ISPs and internal teams to resolve escalated issues and support infrastructure projects.
• Participate in on-call rotations and planned maintenance windows, and mentor junior colleagues where required.

Skills

• For L2: Typically 2?5 years of relevant experience, including desktop support, escalated troubleshooting, systems administration and software deployment.
• Strong hands-on knowledge of Windows workstations and servers, with experience supporting macOS and Linux environments.
• Practical expertise in networking, firewalls, VPNs, hardware troubleshooting and enterprise applications.
• Experience with ticketing systems such as osTicket, ServiceNow, Jira or BMC Remedy, ideally with exposure to Atera or a similar RMM platform.
• Clear, professional communication and the ability to explain technical solutions to non-technical users.
• Strong prioritization skills, a structured troubleshooting approach and ownership of issues through resolution.
• Availability for rotational morning and night shifts as required.
• A valid Canadian driver?s licence

Preferred Qualifications

• Diploma or degree in Information Technology, Computer Science or a related field, or equivalent hands-on experience.
• Experience in MSP, multi-client or multi-site environments.
• Relevant Microsoft certifications, CompTIA Network+ or Security+, Cisco CCNA, or vendor-specific networking credentials.
• Exposure to scripting, automation and process improvement.
• Experience supporting SaaS or regulated environments, including finance, health